Frequently asked questions

Go to wasal.com and click Become a seller. Fill in the registration form with your email and a password. You will receive a confirmation email to activate your account.

Yes, registering and creating your store are entirely free. Wasal only charges a commission when you make a sale.

To compare with your own online store or selling on social media, read Online store or marketplace: what to choose in Morocco?.

No, each seller can only have one store associated with their account. If you sell in several categories, you can group them within the same store.

Click Forgot password on the login page. A reset link will be sent to your email address. The link is valid for 24 hours.

Contact Wasal support via the chat bubble at the bottom right of the screen, or via Helpdesk Module ▸ New ticket, to request the deletion of your account. Your data will be deleted within 30 days in accordance with our privacy policy.

Notifications are set in My store → Settings, under the Notification tab. It has five checkboxes: delivery, invoice, order, product and store. They are all ticked by default.

To get an alert on your phone the moment an order comes in, install the Wasal seller app: it sends push notifications.

The deadline depends on the delivery mode chosen by the buyer:

• W-Now: 40 minutes to accept the order, then 10 minutes to mark it "Ready to pick".
• W-Comfort: 12 hours to accept the order, then 75 minutes to mark it "Ready to pick".

These deadlines only run during your store's opening hours. In W-Now, an order that is not accepted is cancelled automatically after 75 minutes. In W-Comfort, an order that is not "Ready to pick" 24 hours after its processing time is cancelled automatically (rule details). The commission is then withheld.

For details, see SLA, W-Now, W-Comfort and SLA penalty.

Delivery is handled by a logistics provider (3PL) that Wasal assigns to each order, for example POWER DELIVERY or FUTURAMA. You do not use your own carrier.

You prepare the parcel. At collection, the courier gives you a code (OTP): enter it on the order, in the seller app or on the web portal, to confirm the parcel handover.

Delivery fees appear in the detail of each order. The Net Collect Amount is the amount after deduction of the Wasal commission and applicable fees.

Find the details in Processing an order.

Open a ticket from the Helpdesk Module and give the order number. If the buyer opens a dispute, send your evidence without delay: the procedure is detailed in Handling a customer dispute.

The first transfer takes place at the next bi-monthly cycle (the 15th or the 30th of the month) after your first sales have cleared the 7-day withdrawal period. If you deliver a first order on the 5th of the month, the 7-day period ends on the 12th: you can be paid as early as the transfer of the 15th.

The commission is applied to the sale price including tax, excluding delivery fees. The rate depends on the product sub-category: check yours in My store → Settings → Commission tab of the Seller Portal. Full details in Commissions and fees.

Several reasons are possible:

• Returns or refunds during the period are deducted
• SLA penalties (shipping delays, cancellations) are withheld
• Commissions and any service fees
• Interbank delays — the amount shown is net, but your bank may take 1 to 3 business days

Check the details in the My invoices menu and use the Exporter Excel button to reconstruct it line by line.

No. Payments follow a fixed cycle (the 15th and the 30th of the month) to cover the buyer's withdrawal period and ensure the platform's financial stability. No exceptions.

All payouts are made by bank transfer to the RIB entered in your account. Wasal does not pay in cash, by cheque or via mobile wallet.

No — commission invoices are generated automatically by Wasal. You can download them from the My invoices menu. See Download your invoices.

For the end buyer, Wasal also generates the sales invoice if you are subject to VAT. Remember to check that your tax status is filled in.

Yes. Wasal invoices contain all the elements required by the DGI: tax identifiers, legal notices, itemised VAT, sequential numbering. They are kept for 5 years in your workspace and can be exported in bulk for your accountant.

Yes, but not from the portal: the RIB is entered only once during onboarding and there is no standalone edit page. To change it, contact your account manager at 05 22 09 43 43. See Understanding your payments for the details.

1. First check that the related invoice shows the Paid status in My invoices
2. Check with your bank — interbank delays can reach 3 business days
3. If it has been more than 5 business days after the announced date, contact support with your invoice number and an up-to-date RIB

Yes, like any business income. The Excel exports from My invoices and the commission invoices allow you to feed your tax return (IR or IS depending on your status). Consult your accountant for the tax regime suited to your turnover.

• Track your payments in real time
• Understanding your payments
• Download your invoices
• Commissions and fees

Log in to seller.wasal.com then navigate to seller.wasal.com/dashboard/faqs. The page opens on an accordion of 48 questions. Click on a question to expand the answer.

Important: the portal FAQ has neither a search bar nor filters. Scroll through the page to find your question.

The FAQ addresses the following subjects:

• Orders: cancellation, acceptance and preparation times, real-time tracking
• Penalties and Seller Score: calculation, impact on commission, disputes
• Payment: settlement time, sales statements, fees and commissions. The portal's answer on settlement time (8 business days) is out of date: transfers follow the cycle described in Understanding how your Wasal payment works
• Products and moderation: validation duration, prohibited products, visibility requirements
• Returns: policy, notification, receipt, fees charged to the seller
• Marketing and commercial promotions: participation conditions, promotional tools, fees

The answers are in plain text — no images or videos. For detailed guides with step-by-step screenshots, consult Wasal Academy (this site).

If you cannot find your answer, two channels are available at the bottom of the FAQ page:

• Contact form: fill in the Name, Email, Subject and Message fields, then click "Submit Now"
• Chat bubble: the bubble in the bottom-right corner of the screen lets you open a direct conversation

Use the portal FAQ for quick answers about Wasal processes: timelines, penalties, payments.

Use Wasal Academy for complete tutorials with screenshots: adding a product, managing your orders, understanding your invoice.