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.

Your live storefront and existing products are never affected — everything keeps selling. When you reach a plan limit you simply can't add new products or storefronts until you upgrade, and the dashboard tells you exactly which limit you hit.

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, PayPal) and BNPL providers are on the roadmap.

Today BestWebby checkout requires a Stripe account. Support for regional gateways (Razorpay for India, Flutterwave 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.

When a customer subscribes to a product, their card is securely vaulted on your own connected Stripe account (via a Stripe SetupIntent for off-session use). Each billing period, BestWebby charges that saved card and settlement goes directly to you. 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.

Yes. Signed-in shoppers get a self-serve portal (at /account/subscriptions on your storefront) where they can skip the next charge, pause and resume, swap to a different subscribable product at the same cadence, update or add the card on file, and cancel. Every action is scoped to their own account and recorded in your audit log, so most subscription changes never become a support ticket.

A declined renewal is retried on a fixed schedule over the following days, and the shopper is emailed each time with a link to update their card. The subscription is never silently cancelled — after the retries are exhausted it's paused, which is fully recoverable. When the shopper updates their card in the portal, the subscription reactivates and retries right away.

Yes. Any product with a price can be offered as Subscribe & Save, and the shopper chooses their cadence at signup — weekly, monthly, or quarterly. The price they subscribe at is saved onto the subscription, and each renewal charges the card you have vaulted on your own connected Stripe account, with settlement going directly to you.

In the Subscriptions section of your dashboard. You'll see monthly recurring revenue (MRR, normalized so weekly and quarterly plans are counted fairly), active subscribers, total subscriptions, and how many subscriptions churned this month. You can filter by status and pause, resume, or cancel any subscription from the same screen, with every change written to your audit log.

The custom-webhook channel is live today: your external system (a marketplace, an ERP, or a custom storefront) pushes orders to a token-authed, idempotent ingest URL, they land alongside the rest of your orders, and stock changes push back out to a webhook you configure. Native connectors that push your BestWebby catalog out to Shopify, Etsy, eBay, and Amazon are in active development — roadmap order is driven by merchant demand.

Your BestWebby catalog is the source of truth. Your external system POSTs orders to the channel's token-authed ingest URL; the ingest is idempotent (safe to retry) and draws down inventory oversell-safe. When stock changes in BestWebby, we POST the new level to a webhook URL you configure. Native two-way connectors for specific marketplaces (Shopify, Etsy, Amazon) are in active development.

Yes — export your Shopify products to CSV and upload them using the BestWebby CSV import. It brings over per-variant rows, prices, and stock; imported products come in as drafts so you can review before publishing. It does not migrate customers or order history — set those up separately. Your Shopify store stays live throughout, so there's no downtime. A one-click, direct API import from Shopify is in active development but not live yet.

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

Yes. BestWebby generates live product feeds for each — a Google Shopping feed, a Meta (Facebook/Instagram) catalog feed, and a TikTok product feed — served at stable URLs you point those platforms at. The feeds stay in sync with your catalog automatically, so prices and stock update without re-uploading.

Yes. Paste your GA4, Meta Pixel, and TikTok Pixel IDs in your storefront settings and each fires on your storefront automatically. Meta Conversions API is also supported for server-side event tracking alongside the Meta Pixel.

Automation is opt-in and rules-based: you choose what to turn on — scheduled promotions and markdowns, email flows (SMS coming soon), 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.

Every order is given a 0–100 fraud risk score computed from a handful of deterministic signals — no black-box model, and the same inputs always produce the same score. When an order scores 40 or above, a hold is proposed in your Owner's Hub: you approve it with one tap before anything pauses, and you can release a held order at any time. Nothing is held or cancelled without your say-so. Fraud screening is available on Growth plans and above.

It uses plain, visible rules and shows you exactly why each item was flagged. Aging flags stock that's been on hand a long time (by default 45+ days) and still hasn't sold. Overstock flags items where on-hand units are well above how you restock (by default 3x the reorder point, or 50 units if no reorder point is set). Slow-moving flags low sell-through over a 60-day window (by default one unit or fewer sold per week while stock is on hand). Detection only ever suggests candidates — it never changes a price on its own.

No. Every plan has a hard floor you set, and no step in the schedule will ever price a unit below it. Each discount is calculated off the original price you captured (never stacked on the previous cut) and then clamped at your floor. The floor can be set anywhere from zero up to the current sale price, and it can never exceed the base price.

A clearance plan starts as a draft and changes nothing until it's approved. Approving is the only action that moves real prices, so it requires the finance permission in addition to the products permission, and it's recorded with the approver's identity. Approvals, pauses, and cancellations are written to your audit log, and every applied step is recorded in a per-step ledger showing exactly when each markdown happened and the price it set.

The original price is restored immediately. Pausing an active plan stops the step-down and puts the product back to its captured base price, parking the plan so you can re-approve it later to restart from the first step. Cancelling ends the plan and restores the base price too. No product is ever left stuck at a clearance price after its plan is gone.

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.

Partially. Cash sales work fully offline — the sale record is queued locally and syncs automatically when connectivity is restored. Card payments need connectivity to capture, so a card sale started offline is completed when the reader is back online.

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.

Yes. When you have at least one active location with pickup turned on, checkout offers 'pick up in store' alongside shipping. A shopper who chooses pickup selects one of your stores, provides contact details instead of a delivery address, and is charged no shipping. You enable pickup per location under Settings → Locations, so it appears only for the stores that accept walk-in collection.

Stock is tracked separately for each location, and a pickup order draws its stock only from the store the shopper chose to collect from — so that store's on-hand count drops. If that store doesn't have enough to cover an item, the order safely falls back to your overall count rather than failing. The draw is atomic and oversell-safe, so a location can never be pushed below zero even if two orders race for the last unit.

If a payment never completes — the shopper abandons at the card step or the payment fails — the reserved stock is returned to the same location it was drawn from, so your per-location counts self-correct. When you're ready to hand off a completed order, mark it 'ready for pickup'; that emails the customer a pickup-ready notification when there's an email on file, and the order still advances if there isn't.

No. If you run a single location, stock is tracked as one overall count exactly as before. The per-location behaviour engages once you have at least one active location holding stock and have distributed a product's counts so they fully account for its overall on-hand. Until a product's counts are distributed, BestWebby safely falls back to the overall count for that product.

Not yet. We're implementing the required controls and targeting a SOC 2 Type II audit for Q4 2026, and we'll publish the report once the formal audit is complete. In the meantime we operate the security controls described on our /security page (TLS 1.3 in transit, column-level credential encryption, and a responsible-disclosure program).

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, and payment gateway connected. If migrating from Shopify, exporting your catalog to CSV and importing it typically takes well under an hour.

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. Importing your catalog into BestWebby by CSV never takes 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.

A CSV import brings over the products, prices, and stock levels in your file, including per-variant rows; it does not migrate customers or order history — set those up or import them separately. After the import we recommend you spot-check pricing and variants on your top sellers, confirm stock 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 plan — how many domains you can connect depends on your tier. 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 own custom domain.

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. Once a domain's email hosting is active, go to Settings → Email and click New Email to create additional mailboxes such as info@ or [email protected]. Copy the password when it's shown — it appears only once and isn't stored, so if you lose it you'll need to delete the mailbox and create it again. The number of mailboxes you can add depends on your plan.

Your mailboxes use POP3. In your email client, set incoming to mail.bestwebby.com on port 995 (SSL/TLS) and outgoing to mail.bestwebby.com on port 587 (STARTTLS). Use the full email address as the username and the password shown when the mailbox was created. IMAP is not available — use POP3.

Mail is automatically deleted from the server 48 hours after it arrives — the server relays your mail rather than storing it long term. To keep your messages, connect a POP3 client and keep it running so it downloads new mail, and leave "delete from server after download" enabled so your client becomes the permanent home for your mail. Check it at least every couple of days so nothing is lost.

After a domain is verified, BestWebby provisions email hosting for it and shows the exact records in Settings → Email: an MX record so mail reaches the server, plus SPF, DKIM, and DMARC TXT records so your outbound mail is authorized and DKIM-signed by your domain. Publish all four at your DNS provider. Until they're live, your store email falls back to sending from the platform address, so nothing breaks while you finish setup.

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.

Create a company account under B2B accounts and assign it a price list. Each list entry overrides a product's catalogue price, and you can add several entries for the same product at different minimum quantities so buyers automatically get the deepest volume break they qualify for. When a buyer signs in with the email you added to the company, they see those negotiated prices at checkout. If a product isn't on the list, the buyer can fall to a wholesale-tier percentage off, and otherwise pays the catalogue price.

Yes. Give the company account net terms (Due on receipt, or Net 7 through Net 90) and you can bill an order on account: BestWebby issues a proper invoice due in that window instead of charging a card. Extending credit requires the finance permission, and a tax-exempt company is billed with no tax.

Set a credit limit on the company account (leave it blank for unlimited). Before a net-terms order issues an invoice, BestWebby adds up everything the company already owes on its open invoices and blocks the order if it would push the balance over the limit, showing you the outstanding balance, the order total, and how far over it goes. Concurrent orders for the same company are processed one at a time, so two orders can't both slip past the limit, and paying down an open invoice frees up headroom for the next order.

A draft order is a cart you build for a company or customer, priced for that company automatically. Sending it activates a payment link at /pay/<token> that the buyer opens without logging in and pays. The payment is captured on your own connected gateway, so funds go directly to you, and BestWebby confirms the payment succeeded and matches the order total before turning the draft into a real order. Links expire on a window you choose, and a paid, cancelled, or expired link won't accept a second payment.

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 CSV import from Shopify 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.