Frequently Asked Questions
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Can I set different length for my keywords?
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Yes. Boxify supports flexible keyword lengths, but the keyword must exactly match what customers comment. Spaces or extra characters will prevent order capture.
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Should I open the system while live streaming?
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No. Boxify can automatically capture orders from comments even if the dashboard is closed.
However, keeping the Live Window open is recommended to monitor orders in real time. -
Can I limit the access of my assistant on this system?
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Yes. Boxify supports Admin vs Assistant roles:
Admin
- Full access to all features and settings
- Can view sales and delete payments
Assistant
- Cannot edit system settings
- Cannot view sales reports
- Cannot delete payment records
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Do you have a membership system with Boxify?
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No, Boxify does not provide a membership system.
Merchants can, however, use Boxify promotion & customer retention tools to encourage VIPs or repeat buyers. Learn more in Tutorial
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I have 2 Pages, can I connect both?
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Yes. Each Boxify subscription can connect to one Page only. If you want to manage multiple Pages, you need one subscription per Page. Make sure you have Admin access on each Page.
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Can I use this system in my personal Facebook?
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No. Boxify only works with Facebook Pages.
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Can I change my Boxify login password?
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Yes. Go to Profile → Account to update your login password.
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Should I create a Business Portfolio for my Page?
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Not mandatory, but recommended for managing multiple admins, staff, and integrations.
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Can this system use on the phone?
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Yes, you can use both phone and PC to operate this system, but PC can give you a better view and experience.
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Customer can upload how many receipts in the same order?
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Maximum 20.
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Will the stock quantity being added back in if I cancel an item?
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Yes. The number of canceled items will be added back to the stock left.
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What happens after a customer comments the keyword?
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- Capture order
- Send checkout link via Messenger
- Customer fills delivery info
- Customer completes payment
After payment, merchant can proceed with packing and shipping.
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Why does the order show but no payment is received?
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- Customer has not completed checkout
- Offline payment selected
- Customer abandoned the checkout page
Merchants can send reminders.
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What if the customer selected the wrong shipping option?
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- If not paid, customer can redo checkout
- If paid, merchant can manually update order details
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What is the Order Status?
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Order status shows progress: Pending Payment → Paid → Ready to Ship → Shipped → Completed
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How to see/filter keywords in order items?
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Go to Order Items → use Keyword Filter to view all orders captured with that keyword.
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Why I cannot find the customer’s name in the contact?
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- Ask your customer to interact with your Page Messenger
- Check if the customer changed his/her Facebook name
- Boxify captures orders tied to Messenger interactions, so customer must have active Messenger conversation with your Page.
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How do I apply for a payment gateway?
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Merchants must apply directly with the provider (HitPay, Billplz).
Requires: company info, bank account, identity verification.
After approval, connect inside Boxify. -
What are the fees for payment gateways?
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Set by the provider; depends on transaction method, volume, and merchant category.
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Can I negotiate fees for high volume?
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Yes, contact the gateway provider for custom merchant rates.
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Can customers pay only part of the order amount?
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No. Partial payment is not supported.
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Does HitPay support DuitNow?
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Yes, along with FPX, credit card, and e-wallet.
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Are HitPay and Billplz legitimate?
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Yes. Both are widely used in Malaysia for SMEs.
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Does Boxify provide courier services?
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No, Boxify only provides integration tools.
Courier services, pricing, and accounts are handled by the courier company. -
How do I apply for a courier account?
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Apply directly with the courier provider. They provide setup, pricing, and pickup arrangement.
DHL
J&T Express Malaysia
Skynet
Poslaju
Ninjavan
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Can courier rates be negotiated?
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Yes, based on shipment volume, weight, and zones.
No. Keywords must contain letters and/or numbers only. Product description can use any language.
Customers comment the product keyword, e.g.,
A1+1. Boxify will:2. Create an order
3. Send order notification via Messenger
4. Customers click to get the shopping cart link
No. Duplicate keywords are not allowed. The old one will be deactivated by the system automatically. Check your keyword first before creating it
Yes, numbers are allowed, but still must match exactly when customers comment.
Usually within 5–10 seconds after saving in the system.
The format must include:
To prevent duplicates, the system ignores identical comments within 5 minutes.
If the customer commented and then deleted the comment, the system may have already captured the order.