Frequently asked questions

No. BestWebby charges only a flat monthly or annual subscription fee. All payment processing fees are between you and your payment gateway (Stripe) — we never take a percentage of your sales.

We notify you when you're approaching your plan limits and suggest upgrading. We never cut off your store mid-month — you have a full grace period to upgrade before any limits are enforced.

Yes. Upgrades take effect immediately and are prorated. Downgrades take effect at the end of your current billing cycle. No penalties or cancellation fees.

You pay for 12 months upfront at a discounted rate (approximately 20% off). Your subscription renews annually unless cancelled before the renewal date.

Yes, on a case-by-case basis. Send us your organization details through our contact form and we'll review your request.

Yes. You can cancel anytime and your plan stays active until the end of the current billing period. We do not offer refunds.

Never. BestWebby is middleware — you connect your own payment gateway and all customer payments flow directly to your account. BestWebby only collects your subscription fee.

Stripe is live today (US, UK, EU, CA, AU and 40+ more countries) — you connect your own Stripe account and payments flow directly to you. Additional gateways (Razorpay, Flutterwave, Paystack, PayPal) and BNPL providers are on the roadmap.

Today BestWebby checkout requires a Stripe account. Support for regional gateways (Razorpay for India, Flutterwave/Paystack for Africa, and others) is on the roadmap — tell us which one you need and we'll prioritize by demand.

Not yet. Klarna and Clearpay support is on the roadmap. When it ships, qualifying orders will show pay-later options at checkout, with settlement going to your own gateway.

BestWebby uses Stripe Subscriptions to manage recurring billing. When a customer subscribes to a product, charges happen automatically on their billing date. You see MRR, churn, and active subscriber counts in your analytics dashboard.

Payouts come directly from your own Stripe account on your Stripe payout schedule (daily, weekly, or monthly — you set it in Stripe). BestWebby is not in the money path: we never hold, delay, or take a cut of your sales, so there is no platform reserve and no waiting on us to release funds. Your BestWebby order totals reconcile line-for-line against your Stripe dashboard.

Refunds are issued back to the original payment through your connected Stripe account. BestWebby enforces a cumulative cap per order — across one or more partial refunds, you can never refund more than was actually captured — and all amounts are tracked in integer cents so your books always tie out. Returns can also resolve as an exchange or store credit instead of a cash refund.

Because the gateway is yours, disputes are handled in your own Stripe account where you submit evidence and manage outcomes directly — you are never waiting on BestWebby to forward dispute evidence before a deadline. We surface order details to help you respond quickly.

Shopify and Etsy product push are live today on Growth plans and above. Amazon, eBay, Walmart, TikTok Shop, and more connectors are in active development — roadmap order is driven by merchant demand.

Your BestWebby catalog is the source of truth: you manage products once and publish them to connected channels. Today that means pushing products to Shopify and Etsy; deeper two-way order/inventory sync is rolling out per channel.

Yes. Our Shopify import tool migrates your product catalog — products, variants, images, and inventory. Your Shopify store remains live during migration, so there's no downtime.

Not yet — the Amazon connector (including FBA/FBM inventory handling) is on the roadmap and not live today.

Automation is opt-in and rules-based: you choose what to turn on — scheduled promotions and markdowns, email/SMS flows, low-stock and reorder alerts, pricing rules, recurring billing — and you set the parameters. Nothing changes a price, sends a message, or moves money on its own.

They apply the pricing logic you define — scheduled sale windows, quantity and volume-tier breaks, and low-stock adjustments — always within the floor and ceiling you set. The rules just save you from changing prices by hand; you stay fully in control.

No. Anything that moves money or changes an order — refunds, cancellations, fulfilment, price changes — requires your explicit approval. Your Owner's Hub surfaces prioritised suggestions with one-tap approve, and every action is recorded in a full audit trail. Nothing executes on its own.

Yes. Your merchant and customer data is yours — it is never sold or used to train shared models, and it stays scoped to your store.

Any iPad, Android tablet, or web browser. For card payments, BestWebby integrates with Stripe Terminal — you can register readers directly from the POS interface, no Stripe Dashboard required.

Yes. BestWebby POS operates offline using Stripe Terminal's offline mode. Transactions queue locally and sync automatically when connectivity is restored.

Yes. Each cashier clocks in with a personal PIN. Every sale is attributed to the cashier. You get end-of-day performance reports per employee and can identify discrepancies in cash reconciliation.

Yes — on Scale and Enterprise plans. Each location has its own inventory pool, POS sessions, and reports. Inventory deducts from the correct location on every sale.

SOC 2 Type II audit is scheduled for Q4 2026. All required controls are implemented. We'll publish the report once the formal audit is complete.

BestWebby is built around GDPR principles, with right-to-erasure and data-export workflows. A Data Processing Agreement (DPA) is available at /legal/dpa, and Enterprise customers can request a signed DPA for their records.

Your data is hosted in EU data centers on dedicated infrastructure, encrypted in transit (TLS 1.3), with sensitive credentials encrypted at the column level. Regional hosting options are part of the Enterprise roadmap.

Please report it through our contact form with a detailed description. We acknowledge all reports within 24 hours and aim to resolve valid vulnerabilities within 30 days.

Most merchants are fully set up within a day — storefront live, products imported, payment gateway connected, and first marketplace synced. If migrating from Shopify, catalog import typically takes under 30 minutes.

No. BestWebby is designed for merchants, not developers. All features are configurable through the dashboard interface. Technical documentation is available for developers who want to extend the platform via the API.

All plans include email support. Scale and Enterprise plans include priority support with faster response SLAs. Enterprise includes a dedicated account manager.

Yes. The Shopify import reads your catalog — products, variants, images, and inventory — without taking your existing store offline. You can run both in parallel, verify everything looks right in BestWebby, and only point your domain over when you're ready. There is no forced cutover and no downtime window.

The import brings over products, variants, images, and inventory levels; depending on your setup it can also bring customers and order history. After import we recommend you spot-check pricing and variants on your top sellers, confirm inventory counts match, re-upload any images that didn't transfer cleanly, and set up your shipping rates and tax settings, which are configured fresh in BestWebby.

Yes. Download the BestWebby CSV template from Products → Import → CSV, fill it in with your product data (including SKUs, prices in your currency, and stock), and upload. This is the easiest path if you're coming from a platform we don't have a direct importer for, or if you're starting fresh.

Yes, on every paid plan. Add your domain under Settings → Domains, confirm ownership by adding the DNS verification record we show you, then point your domain to BestWebby with the DNS record provided. Your storefront goes live on your own domain — there's no BestWebby branding in your URL.

SSL is automatic and free. Once your domain is verified and pointing to BestWebby, we issue a certificate via Let's Encrypt — typically within a few minutes — and renew it for you automatically. You never have to buy, install, or renew a certificate yourself, and your store is HTTPS from day one.

After you add the DNS records, propagation usually completes within minutes to a few hours depending on your DNS provider's TTL. Once we detect the records and the certificate is issued, your storefront is live on your domain. You can keep using your temporary BestWebby URL in the meantime.

Yes. You can configure a sending domain so order confirmations, shipping notifications, and marketing emails come from your brand (e.g. [email protected]) rather than a generic address. This requires adding SPF and DKIM DNS records, which we provide — they authenticate your mail and protect your deliverability.

Sending is suppression-aware: unsubscribed, bounced, and complained addresses are skipped automatically, and a one-click List-Unsubscribe header is attached to marketing mail. Combined with SPF/DKIM on your sending domain, this keeps your sender reputation healthy so the right emails actually reach the inbox.

Yes. You run one catalog and one inventory pool, and B2B buyers see their own negotiated pricing while retail customers see your standard prices. Wholesale company accounts can be assigned price lists and tiers, so the same product shows the right price to the right buyer automatically.

Yes. A company account can buy on net terms — instead of charging a card immediately, BestWebby issues an invoice due in the number of days you set for that account (for example net-30). The invoice runs through the same billing engine as the rest of the platform, so due dates, reminders, and reconciliation are consistent.

Every company account has a credit limit. A new terms order that would push their outstanding balance over that limit is blocked before it's accepted — not quietly let through. You set the limit per account and can raise it as a buyer establishes a track record of paying on time.

Server-side, and in a fixed order: the company's assigned price list first, then their wholesale tier, then your base price. Prices are never trusted from the buyer's browser, so a company always sees its correct negotiated price and the numbers can't be tampered with.

Yes. Resellers who will charge tax to their own end customers can be set as tax-exempt, so their invoices don't apply sales tax. Keep their resale certificate on file for your records.

Start with the documentation at /docs and this FAQ, which cover most setup and day-to-day questions. If you still need a hand, reach out through our contact form — all plans include email support, with priority response times on Scale and Enterprise.

All plans include email support with same-business-day acknowledgement in most cases. Scale and Enterprise plans include priority support with faster response SLAs, and Enterprise includes a dedicated account manager for onboarding and ongoing help.

Yes. Our documentation walks through the full Shopify and CSV import step by step, and our support team can help if something doesn't transfer cleanly. Enterprise customers get hands-on onboarding assistance with a dedicated account manager.

Product updates are posted on our blog, and new features are announced as they ship. If there's a connector or capability you need that isn't live yet, tell us through the contact form — roadmap priority is driven by merchant demand.