Findora: frequently asked questions

In 3 steps, the same on every platform: publish a catalogue XML (Findora Feed), add one line of script to every page and one call on the order confirmation page. For PrestaShop a module does it automatically.

The store keeps working with its own search in under a second. The same applies if a subscription lapses. Your store never breaks.

Not for PrestaShop: install the module and paste your keys from my.findora.tech. For a custom site, your developer implements Findora Feed and one line of script, with full documentation and a validation tool.

No. Search, appearance and features such as voice, barcode, the dropdown and the AI assistant are updated automatically by us, for every store. The PrestaShop module (from version 1.4.2) updates itself when a new version is released, or with one click on “Update Findora” in the Module Manager if you turned automatic updates off. Settings, keys and statistics are kept. For WooCommerce and OpenCart, new versions are currently installed with the new file from my.findora.tech → Installation.

They move to Findora Cloud: searches, clicks, orders and revenue from search appear in the portal Overview and Reports. The old module is removed safely without disconnecting the new one. Contact us and we will do the migration with you.

On servers in the European Union. We don’t store your shoppers’ personal data (names, emails, addresses): only anonymous search data and your catalogue. Exception: if you enable the AI assistant, the text of the questions and the product data are processed by Anthropic’s Claude model. We don’t send your shoppers’ details.

Yes. Click “Free trial”: for the number of days shown on the Pricing page you get every feature and both AI add-ons, no card required; you only provide your full company details. One trial per store and per VAT number. At the end you choose a plan and add-ons; if you don't, your store automatically goes back to its own search, with no charge. You can also buy a subscription straight away (with bonus days, when offered).

Two AI tools: included in Enterprise, and available as add-ons for Basic or Pro:

• AI shopping assistant: shoppers type or say what they need and get recommendations only from your catalogue, or alternatives when something is not stocked.
• AI product advisor: on every product page it answers questions (“what is it for?”, “how do I use it?”) from the product description.

On Basic and Pro each has a monthly or yearly price (included in Enterprise) (Pricing page). On top of that, every shopper question is charged from AI credits you buy in the portal, at a fixed price. Credits don't expire; when they run out, the assistant simply hides.

Yes. On the Search rules page of the portal (Pro and Enterprise) you set, for specific searches, which products appear first, which brands or categories go up or down, what is hidden and redirects to pages, with dates and preview. The quickest way is Search preview: type the word, see the results as a shopper does and press 📌 First or Hide. On all plans you set synonyms, how out-of-stock products are handled and what shoppers see when nothing is found.

Only the users you invited who accepted the invitation, each with their own role (Owner, Admin, Marketing, Viewer, Billing). Each store sees only its own data. If Findora support needs to enter your portal to help, every action is recorded in the Change history.

Search never stops. We email you at 80% of the limit. If you reach the limit, an extra pack equal to your plan's limit (e.g. Pro: +250,000 searches) is added automatically at the price on the Pricing page and charged to your stored card, as many times as needed up to the maximum you set (default 3 per month). Your plan does not change and next month the count starts again from its limit. We count each completed search once, not every keystroke, and no bots. Everything is set in the portal: Billing → Extra searches.

With the PrestaShop module (1.4.7 or later) within about 2 minutes. In any case, on every platform, at the next full read of the feed, at the interval set by your plan.

At login, click Use a recovery code and enter one of the 10 recovery codes you created under Account → Security (each code works once). Then, from the same place, click Change device for your new phone. If you have no recovery codes, ask a store Owner or our support to reset your 2FA.

Yes. There is a module for Magento 2.4 that you download from the portal with your keys already inside. Unzip it in the Magento root and run bin/magento module:enable Findora_Cloud, bin/magento setup:upgrade and bin/magento cache:flush. Settings: Stores → Configuration → Findora Cloud. Tested on Magento Open Source; for Adobe Commerce, contact us before installing.

Two AI capabilities on the Pro and Enterprise plans. Semantic search understands natural-language questions (“something for chapped lips” → lip balm) when the shopper types a sentence or the regular search finds few or irrelevant results; AI keeps only the products that fit. Photo search: the shopper photographs a product and sees the same or similar items. Both are charged to AI credits (the same question is free for 30 days; photos per use) and photos are not stored.

The subscription is paid by card only (also via Apple Pay / Google Pay), monthly or yearly (−20%), and renews automatically on the same card. The card is stored securely by the payment provider (not by us). Only the trial runs without a card: if a payment is made without storing a card, the subscription is not activated and the amount is refunded automatically. Whenever you want, set an end date in the portal (Billing → Subscription end) and no further charge is made. Invoices are issued automatically.

Yes, at any time, from the customer portal or through support.

Yes. In the portal, Overview → Customer questions shows the most frequent questions and recent conversations with the full sequence of questions, and whether they led to a click or add to cart. We store only the text of the questions (not the answers), without IP addresses or identifying data; emails, phone numbers and long numbers are hidden automatically. They are kept for 13 months.

Yes, on Pro and Enterprise. In the portal (Settings) you enter your GA4 Measurement ID, and searches and result clicks are sent to the Google Analytics your site already runs (events search, select_item, findora_add_to_cart). We do not load our own Google Analytics or set cookies: your own consent applies.

The visitor gives their email with explicit consent. When the product is back, we send one email in your store’s name and delete the address. If you prefer to send it yourself, download the list from the portal. Requests that are never notified are deleted after 90 days.

You open a request from the Support page of the portal (with screenshots if you like) and get an email for every reply. First response time in business hours (Mon–Fri 09:00–17:00, Greek time): Basic up to 2 business days, Pro up to 1 business day, Enterprise up to 4 business hours. If search is not working in your store, choose the “Urgent” priority so our team is alerted immediately.

All Enterprise features and both AI add-ons, with at least Pro limits, so you can try it with your whole catalogue. No card, only your company details. To try the AI (shopping assistant, product advisor) you buy AI credits in the portal; they are used only when your customers ask questions. One trial per store, VAT number and email. To keep search running without a break, add your card: the paid period starts when the trial ends.

We notify you at once by email and in the portal; search keeps working. If after 7 days the catalogue is still over the limit, your subscription is upgraded automatically to the smallest plan that fits (e.g. Basic → Pro) and only the difference for the rest of the period is charged. You control the automatic upgrade in the portal (Billing). If your catalogue is larger than every plan, we offer a Custom plan.

Findora tailored to you, for large catalogues, several stores or special needs: everything in Enterprise, limits as agreed, ERP connection and special integrations, features we build for you and a dedicated account manager. Price on request — contact us.

Through self-improvement, included in the AI add-ons at no extra charge. Every night an AI reviewer checks your assistant's answers that show a problem (e.g. "not found", the shopper asked the same again, 👎) and a sample of the rest, as well as the week's searches that found nothing or whose results nobody clicked, finds the cause (a missing word, product data, instructions) and we fix it; synonyms are added automatically (only if they find products — you see and remove them in the portal, Synonyms) and the weekly email shows what improved. Every change to the assistant's instructions is first tested on a "gold set" of real questions, so nothing gets worse. In the portal (AI assistant) you see how many answers were checked and what improved. Active for stores with an AI add-on (or Enterprise) and purchased AI credits.