Frequently asked questions

1. What is Dondo and what can I do with it

Q1.1 What is Dondo?

Dondo helps ecommerce stores improve product content for SEO and AI search across supported platforms. Connect your store or import a catalog, review the Analyst’s findings, and choose which products to work on. The Experts draft product copy, create AI product photos from your existing images, and prepare social posts using your product details and brand voice. You review and approve the work before using the publishing or export option available for your platform.

Q1.2 What can I do using Dondo?

You can find gaps in product listings, draft titles and descriptions, improve supported SEO fields, create product images from existing photos, and prepare Instagram and Facebook drafts. Use the drafts to explain your products clearly to shoppers and answer relevant questions in search and AI shopping experiences.

Q1.3 What type of content does Dondo optimize?

Dondo works on product titles, descriptions, search titles and descriptions, relevant search terms, and image alternative text where supported. It uses your product facts, brand voice, and buyer context to guide drafts. The Photographer creates product visuals from your existing photos, and the Social Manager prepares social content for review.

Q1.4 What makes Dondo different from other optimization or SEO tools?

Dondo brings catalog assessment and content creation into one review workflow. The Analyst identifies gaps in your product pages, including SEO and AI search readiness. Copywriter, Photographer, and Social Manager use your product facts and brand context to prepare work you can edit and approve. Review the findings and drafts together before deciding which improvements to keep.

Q1.5 Do I need technical knowledge to use Dondo?

No. Connect a supported store or import a catalog, then choose the products to enable for the Expert work you purchase. Dondo guides you through the setup and review. Check product facts, edit drafts where needed, and approve the changes you want to keep before publishing.

2. How to Start Using Dondo

Q2.1 How do I start using Dondo?

To get started, create a Dondo account, then connect your online store or import a catalog file.
You can do this from our website by clicking on Create an account, or by installing Dondo from the Shopify App Store.
Enter your email address and the access code you’ll receive by email (don’t forget to check your spam folder). You can also create your account using your Google account. Once inside, connect your store or import your file to start reviewing your products.

Q2.2 How do I connect my store to Dondo?

After creating your account, open the store connection options and choose Shopify, Amazon, Square, WooCommerce, Mercado Libre, VTEX, or Tiendanube. Follow the authorization or credential steps shown for that platform, then check the import status. You can also import a catalog file. Connection, import, and publication options vary by platform.

Q2.3 Why do I need to enter my store URL?

Your website gives Dondo context for your brand voice. It uses available public brand information to suggest a tone and style for your product content. Review the result and add your own instructions before using it to guide new drafts.

Q2.4 How do I import my products into Dondo?

Use your platform’s connection flow to import its supported product information, or upload a catalog file. Check the import status and review the products once it completes. For an existing connection, use the available re-import option when you need to bring in updated catalog information.

Q2.5 How long does it take to import my products?

Import time depends on catalog size, the source platform, and its API limits. Follow the import status in Dondo and review any reported errors. The import is complete when the products are available in your catalog.

Q2.6 What if I have a lot of products? Can I import them all?

Dondo supports catalog imports, with the available scope depending on the connection or file. For a large catalog, check the import result for missing products or errors. The initial free scan and paid Expert work have their own product allowances; importing products does not enable paid work for the whole catalog.

Q2.7 Can I use Dondo without connecting my store?

Yes. You can import a catalog file to assess your products without a direct store connection. You can also explore the demo from Create an account. The initial Analyst scan is free within its allowance. Paid Expert work requires a pass or Team purchase; there is no free trial.

Q2.8 How can I get help if I have problems during onboarding?

If you experience any issues while creating your account, connecting your store, or completing onboarding, you can contact Dondo’s support team by clicking the support bubble in the bottom right corner of the screen.
You can also email us directly at help@dondo.com. Our team will get back to you as soon as possible and help you resolve any questions or technical issues.

3. Free access and paid Experts

Q3.1 Can I use Dondo for free?

Yes. Start with one initial Analyst scan per store: up to 500 products from a connected store or 150 products from a file. The buyer brief is also free. This is a free allowance, with no free trial or automatic paid subscription.

Q3.2 How do I activate a paid Expert?

Choose a one-time Expert pass or a Team subscription on Pricing, review the enabled-product tier and billing details, and confirm your purchase. Paid access starts at paid activation.

Q3.3 What does the free allowance include?

The free allowance includes one initial Analyst scan per store and a free buyer brief. It does not include ongoing monitoring or unlimited optimization. Paid Expert work requires a separate purchase.

Q3.4 How long does a one-time Expert pass last?

A pass gives the selected Expert 7 elapsed days to work and a 30-day approval window, both measured from paid activation. These are elapsed days, not business days. A pass does not renew automatically.

Q3.5 When do I pay?

You pay when you confirm a one-time pass or Team subscription. Team offers monthly billing or annual billing charged once at 10 times the monthly price. See Pricing for current prices.

Q3.6 Can I move from a pass to Team?

Yes, by purchasing Team separately. A pass is a separate purchase and does not provide credit toward Team.

Q3.7 What happens when a pass ends?

New Expert work stops after the 7-day work window. You can review and approve work within the 30-day approval window from paid activation. There is no automatic renewal or conversion to Team.

Q3.8 How do I stop a paid subscription?

Cancel Team before its next renewal to stop future renewals. Access continues through the period already paid for. A one-time pass requires no subscription cancellation.

Q3.9 Are my approvals and drafts preserved?

Yes. Approved and published work stays. Unapproved drafts are archived after the 30-day approval window; they are never deleted because of expiry. Repurchasing that Expert restores its drafts, and Team restores drafts for all three Experts. New paid work depends on your active purchase and enabled-product allowance.

4. Brand Voice and Audience Analysis

Q4.1 How does Dondo extract my brand voice?

Dondo uses available information from your website and public brand research to suggest a brand voice. Review the proposed tone, wording, and style, then edit them to match how you want your brand to sound. These instructions guide new content drafts.

Q4.2 Does Dondo analyze my competitors and buyer persona?

Dondo can use public brand and catalog information to suggest competitor context and a buyer persona. The suggested buyer needs and preferences are inferences, not verified behavior of your customers. Review them against what you know about your audience before using them to guide drafts.

Q4.3 What does Dondo use my brand voice and buyer persona for?

Your brand voice and buyer context guide the language, product details, and buyer questions used in listing and social drafts. You can correct the brief and edit the resulting content before approving it.

Q4.4 Can I view and edit the brand voice report before optimizing my products?

Yes. Review and edit your brand voice in your store settings before requesting new drafts. Your instructions help Dondo keep titles, descriptions, images, and social content consistent with your brand.

5. How to Evaluate and Optimize Products

Q5.1 What does adding a product to Dondo mean?

Adding or importing products makes them available in your catalog. Enabling products selects the products an Expert can work on within your purchased allowance; catalog size alone does not determine the paid tier. You review and approve changes before publishing them.

Q5.2 How can I evaluate the status of my products with Dondo?

Start with one initial free Analyst scan per store: up to 500 connected-store products or 150 file products. Review the report in Dondo. Further paid Expert work depends on your active purchase and enabled products; the free scan does not provide continuous 24/7 scoring.

Q5.3 What information do I receive in each product evaluation report?

The report covers 10 areas, using the product information available for the assessment:

1. Title: whether the product name is clear and useful.
2. Description: how clearly it explains known product facts.
3. Highlights: the usefulness of a separate highlights list, where applicable.
4. Images: recorded photos and alternative text, plus visual findings when an image assessment was performed.
5. SEO: the usefulness of search titles, descriptions, and URL information.
6. AI search readiness: whether the content answers relevant buyer questions.
7. Persuasion: how well the content explains product benefits and addresses buyer concerns.
8. Completeness: missing required fields for the assessed platform.
9. Price and stock: recorded price, currency, and stock information.
10. Risky wording: configured prohibited phrases in titles and descriptions.

Use the findings to decide what to improve and which product facts to confirm. The score does not measure search rankings or sales, guarantee inclusion in AI answers, or certify legal compliance.

Q5.4 How can I optimize my products with Dondo?

Select the enabled products you want the Copywriter to work on and request an optimization. Open the resulting drafts, compare them with the originals, and edit any details that need changing. Approve the work you want to keep. Publishing to a supported store is a separate action; requesting or approving a draft does not publish it automatically.

Q5.5 Can I optimize multiple products at the same time?

Yes. Select several enabled products and request drafts in a batch, within your active purchase’s allowance. Review the proposed changes before approving them, then use the publication or export option available for the connected platform.

Q5.6 Can I review the optimizations before publishing them in my store?

Yes. Open a product to compare the draft with the original, check the product facts, and edit the content. Approve only the changes you want to keep. Then publish supported fields to your connected store, or use the available export route. Approval and publication are separate steps.

6. How to Create Social Media Posts

Q6.1 How can I generate a social media post using Dondo?

Open the Social Manager, choose an enabled product and the social format, and request a draft. Dondo uses the product details and your brand voice to prepare a caption and visual content. Review the draft and make any changes before using it on your social channels.

Q6.2 Which social media platforms does Dondo create content for?

Dondo prepares content for Instagram and Facebook, including captions and product visuals. These are drafts for you to review; generating them does not publish a post to your accounts.

Q6.3 Do I need an Instagram Business account to create drafts?

You can prepare Instagram drafts without connecting an Instagram Business account. Review the content in Dondo, then use your Instagram account or publishing tool to post the approved content.

Q6.4 Do I need to connect a Facebook Page to create drafts?

A connected Facebook Page is not required to prepare Facebook drafts. Review the caption and visuals first, then publish through Facebook or your publishing tool with the appropriate account permissions.

Q6.5 Can I edit the posts before publishing them?

Yes. Review the caption, hashtags, product details, and selected images, and make any changes you need. Use the approved draft on your social channel when you are ready. Approving content in Dondo is separate from posting it publicly.

7. How to Generate Products with AI

Q7.1 How can I generate a product with photos using Dondo?

Open the new-product flow from your listings, choose the store, and upload photos of one product. Review the photos and request a listing draft. When it is ready, check the generated title, description, and product details, and supply any facts the photos cannot establish. The new listing starts as a draft; creating it does not publish it to your store.

Q7.2 What kind of images can I upload?

You can upload images of your products in common formats such as JPG or PNG. Make sure they are clear and high-quality, showing the product from different angles if possible. This helps Dondo correctly identify the product and generate more accurate and optimized titles, descriptions, and metadata.

Q7.3 Can I generate multiple products at the same time?

The new-product flow creates one product draft from the photos you submit. For an existing catalog, you can select several enabled products for Copywriter work in a batch. These are separate workflows.

8. How to Export Optimizations

Q8.1 How do I export optimized products to my store?

Review and approve the product changes first. Then select the products and use the available publish or export action for their connected store. Only fields supported by that platform can be sent. Check the operation’s result and your storefront after it completes; an approved draft is not proof that a store update succeeded.

Q8.2 Can I export my products to other platforms?

Export depends on the destination platform and the fields it supports. A catalog connection does not provide universal publishing across marketplaces. VTEX supports catalog import and review, but not direct publication of changes from Dondo; use the file export and apply the reviewed content through your VTEX workflow. For other platforms, use the options available for that connection.

Q8.3 How long does it take to export my products?

Timing depends on the number of products, the fields being updated, and the destination platform. Follow the operation’s status in Dondo and check any reported errors before retrying. A queued or in-progress export has not yet confirmed that the changes reached your store.

9. Compatible Platforms

Q9.1 Which e-commerce platforms is Dondo compatible with?

Dondo offers connections for Shopify, Tiendanube, WooCommerce, Square, Amazon, Mercado Libre, and VTEX, as well as file import. Available actions vary by platform and account permissions. Check the connection options for your store before relying on a particular import or publication workflow.

Q9.2 Can I use Dondo with more than one store or platform at the same time?

Yes. You can connect and manage multiple stores and platforms in one Dondo account. Use your account’s store connections to add stores, and check the selected store before requesting work or publishing. Each store needs its own authorized connection. If a Shopify store is already linked to another Dondo account, contact support at help@dondo.com before changing the connection or creating another account.

Q9.3 What features are available for each platform?

You can review imported product information and request Expert drafts within your active purchase. The fields available for import, editing, and publication depend on the platform. For example, VTEX catalog import does not include direct publication, and some marketplaces allow updates to existing listings without supporting new listing creation. Check the available action for the selected store before publishing.

Q9.4 Can I suggest a new integration or platform?

Yes, we love receiving suggestions about platforms or integrations you’d like Dondo to offer. You can send us your ideas through the support bubble in the lower-right corner of the screen or directly by email at help@dondo.com.

All our development decisions are based on the needs of users like you, so we’ll be happy to hear from you.

10. Plans and Subscriptions

Q10.1 How can I cancel my subscription?

Cancel Team before its next renewal through subscription management. Access continues through the paid period, and existing approvals and drafts are preserved. One-time passes do not renew. Existing subscribers remain on their current billing system; this offer does not automatically migrate them.

Q10.2 What plans does Dondo offer?

New customers can choose separate one-time Expert passes or Team subscriptions, billed monthly or annually. Annual Team is charged once at 10 times the monthly price. Tiers count enabled products, not every product in your catalog. See Pricing for current prices and included work. Existing subscribers keep their current billing system.

Q10.3 Can I change my plan at any time?

For Team, review and confirm the prorated charge before an upgrade takes effect. Downgrades take effect at renewal. Existing approvals and drafts are preserved. A one-time pass is a separate purchase and provides no Team credit. Existing subscribers continue on their current billing system.

Q10.4 What happens if I reach the product limit included in my plan?

You can choose which products to enable within your purchased allowance or confirm an upgrade. Importing more catalog products does not automatically upgrade your plan. Review the tier and any prorated charge before confirming.

11. How to Request a Refund

Q11.1 In what cases can I request a refund?

At Dondo, any user who feels they didn’t have a satisfactory experience or didn’t manage to cancel their subscription on time can request a refund.

Q11.2 How can I request a refund?

To request a refund, please contact us through the support bubble located in the lower-right corner of the screen, or write to us at help@dondo.com. Refund requests are given priority, so they will be handled as quickly as possible.

Q11.3 How long does it take to process a refund?

Processing time depends on the billing provider and the payment method used for the purchase. Check the refund confirmation and your billing account for its status. If you need help tracking a refund, contact help@dondo.com.

Q11.4 Where does the refund appear once approved?

The destination depends on how the purchase was billed and whether the billing provider applies a refund or account credit. Check your refund confirmation and billing account, or ask help@dondo.com to confirm how it will be applied.

12. Customer Support

Q12.1 How can I contact Dondo’s support team?

You can contact Dondo’s support team by clicking the support bubble located in the lower-right corner of your screen or by writing directly to help@dondo.com.

Our team is ready to help you with any technical issue or question you may have.

Q12.2 What are the support hours?

We are available Monday to Friday, from 9:00 a.m. to 6:00 p.m. (U.S. Central Time).

Q12.3 How long does it take to respond to support requests?

The maximum response time per ticket is 24 hours. However, if you contact us during our support hours, we’ll respond as quickly as possible. For Enterprise users with personalized support, responses are prioritized.

Q12.4 What kind of assistance does Dondo’s support provide?

Dondo’s support team provides technical assistance, guidance on how to use all platform features, help with store connections, and solutions to any issues that may arise during product evaluation and optimization.

Our Enterprise users also receive personalized advice to maximize their results with Dondo.