Frequently asked questions

No. BestWebby charges a flat monthly fee for your plan, with no setup fee. All payment processing fees are between you and your payment gateway (Stripe) — we never take a percentage of your sales.

Products are unlimited on every plan, so there is no product limit to hit. Your live storefront is never affected — everything keeps selling. When you reach your plan's storefront limit you simply can't add another storefront until you upgrade, and the dashboard tells you exactly which limit you hit.

Yes. An upgrade switches on the new plan's features straight away, and its monthly price applies from your next billing month. A downgrade takes effect at the start of your next billing month. There are no penalties or cancellation fees.

There is no setup fee — sign up and your account activates immediately. Your plan's monthly fee plus applicable tax is invoiced at the end of each month you use BestWebby, and each invoice is due 15 days after we send you the payment link. Plans are billed monthly. You can pay each invoice from its link, or save a card in Billing and have invoices paid automatically; we email you the amount at least 3 days before each charge.

We send reminders before it is due. If an invoice is still unpaid 15 days after we sent its payment link, your account is switched off: your storefronts show that the store is temporarily unavailable and cannot take orders, but you can still sign in to pay and to export your data. Paying what is overdue switches everything back on automatically, usually within minutes. Our Merchant Terms allow us to permanently delete an account that stays switched off for 30 days; we warn you 14, 7 and 2 days before, and never delete an account before each of those warnings has gone out.

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 close your account at any time, except while it is disabled for non-payment. We send a final invoice for the part of the current billing month up to the moment you closed, and we keep your data for 90 days in case you change your mind.

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

Stripe is live today (the US, Canada, Australia, Japan, Singapore, the UAE and more) — 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 Afterpay 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, a dispute happens on your own Stripe account and the money never passes through BestWebby. From the Growth plan up, Disputes lists every chargeback with its linked order and deadline, puts the order on hold, drafts the evidence from the order, its shipments and tracking, your messages with the customer and your refund policy, and submits it to the card issuer through Stripe once you have checked it. You are reminded 72 and 24 hours before a deadline if nothing has been sent.

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. Connectors for Shopify, Etsy, eBay and Amazon are built and sit in the same Channels screen on the Scale plan and above; each connects with your own marketplace API credentials, and the screen marks it "Needs API access" until you add them. They have not yet been run against a live merchant account, so talk to us before you depend on one. Amazon covers orders and stock for merchant-fulfilled listings; creating Amazon listings is not built yet.

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. For Shopify, Etsy, eBay and Amazon there are dedicated connectors instead, which connect with your own marketplace API credentials on the Scale plan and above.

Yes — export your Shopify products to CSV and upload them using the BestWebby CSV import. The import recognises a Shopify export and groups the rows that share a handle into one product with its options, variants, prices, SKUs, stock and images, and new 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 pulls orders and updates stock for merchant-fulfilled (FBM) listings, using your own Amazon seller credentials on the Scale plan and above. FBA inventory and creating Amazon listings are not built yet.

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.

Live shopping is on the Growth plan and is still rolling out. It streams on your own storefront with the products you pin shown beside the video, each linking to its product page, and a live chat alongside; orders land in your normal order list. Talk to us before you plan a launch around it.

When a shopper searches your store and fewer than 4 of your own products match, Ghost Search shows a "More from our partners" section under the results, filled from supplier and affiliate accounts you own and connect. Dropship items from CJ Dropshipping or AliExpress are sold by your store at your margin, in your store's currency, and bought through your normal cart and checkout; Amazon items are affiliate links. You set the rules per source: margin, a shipping allowance, a price range, categories, blocked brands and words, a delivery estimate, the order sources appear in, a daily limit and the ship-to country. You can preview any search and hide any result before shoppers see it.

Growth and every plan above it: Scale, Standard, Premium and Enterprise. It is not included in Starter. Only the account owner can connect supplier accounts and change their settings.

CJ Dropshipping and AliExpress Drop Shipping for dropship items, and Amazon Associates (through Amazon's Creators API) for affiliate links. Each one connects with your own account and your own credentials; BestWebby has no reseller arrangement with any of them. CJ prices in US dollars, so CJ items appear on storefronts that charge in US dollars, and AliExpress items appear only when AliExpress prices them in your store's currency. Amazon only grants Creators API access to Associates accounts with recent qualifying sales. The connections follow each provider's published API and have not yet been run on a live merchant account, so place a test order through your own store before you promote partner items.

The shopper pays your store at your price, into your own Stripe account, like any other order. After payment, BestWebby places the supplier order through your own supplier account, and the supplier bills that account directly: CJ from your CJ balance, AliExpress from the payment method saved with AliExpress. BestWebby takes no fee or percentage on these sales and does not earn from Amazon links; any Amazon commission is paid to your own Associates account under Amazon's terms. Before charging the shopper, checkout re-checks each partner item's price and stock with the supplier, so an item whose cost has risen past your price is refused rather than sold at a loss.

The supplier ships straight to the shopper. Each item shows the delivery estimate you set, and when the supplier ships, the order is marked fulfilled and the shopper is emailed the tracking link. You are notified when the supplier accepts, ships and delivers an order, and straight away if something needs you: a refused or unconfirmed supplier order, an unpaid supplier order, a supplier cost above what the shopper paid, or a late shipment. A shopper can buy up to 5 partner items in one order, and discount codes do not apply to them.

You refund from the order's normal Refund button, for any amount. A full refund or a cancellation stops every partner item that has not yet been sent to the supplier; if the supplier already has the order, you are told to cancel it in your supplier account, with its order number. A partial refund changes nothing at the supplier: you are informed and can stop an unsent supplier order yourself. Shoppers return partner items under your store's own returns policy, and any refund from the supplier is between you and the supplier.

Amazon items show Amazon's price and a "Buy on Amazon" button that opens Amazon in a new tab with your partner tag. Nothing is added to your cart, sold or shipped by your store. The results carry the disclosure Amazon requires: that the store may earn a commission and, as an Amazon Associate, earns from qualifying purchases. Your store's built-in privacy notice mentions the Amazon links, and names the dropship partners you have turned on.

Yes. On the Growth plan and above you can list services (duration, buffers, one-to-one or group sessions, in person or online), set staff hours and time off, and add a Book now page to your storefront. Shoppers pick a service, a person or "anyone available", and a time; only genuinely available times are offered, worked out in your store's time zone.

Yes. Each service can take no payment, a fixed deposit, a percentage, or the full price. The payment goes through your own connected Stripe account, your store's tax rules apply, and the rest is paid at the visit. The time is held for a few minutes while the customer pays. When a customer books a repeat series, only the first visit's deposit is taken online and each later visit is paid at the visit.

Customers get a confirmation with a calendar file, reminders before each visit (24 hours and 2 hours by default), and a private link to cancel or move the booking within the rules you set for that service. For a repeat series they can cancel one date or that date and all later ones. Refunds for cancellations inside your cancellation window are issued automatically. You can also cancel, reschedule (one date or this and the following ones), mark no-shows and refund any amount from the calendar in your dashboard.

No. Every booking is checked and reserved inside the database while the staff member's calendar is locked, so a one-to-one slot can only be taken once and a group session never goes over its number of places, even when several people book at the same moment.

Yes. From the dashboard you can book a series in one go: weekly, every few weeks, or monthly on the same date, up to 52 visits. You can also let customers book a series themselves, service by service. Every date is checked like a single booking, so a series can never double-book anyone; if a date is taken you choose between booking nothing or booking the dates that are available, and the skipped dates are listed. Online, only the first visit's deposit is taken, so services paid in full online cannot be booked as a series.

Yes, if you want. Each staff member can get an email when a booking with them is made, moved or cancelled, and a daily agenda of their bookings at an hour you choose, in their own time zone. The emails carry only the customer's name, the service, the time and the customer's notes, and a team member can switch their own off.

Yes. Opening hours and staff hours can run past midnight, for example 18:00 to 02:00, and services can run across midnight, including on the nights the clocks change. A booking belongs to the day it starts.

Yes, from the Scale plan up. Run timed or falling-price auctions on your storefront with proxy bidding, a private reserve, an optional Buy It Now price and late-bid extensions. The winner pays through a private, single-use checkout link on your own Stripe account, and if they do not pay you can offer the item to the next bidder.

Yes, from the Scale plan up, on the products you choose. You set the lowest offer you will look at and the levels at which offers are accepted or declined for you, answer the rest with a counter-offer, and an accepted offer checks out through a private link at the agreed price.

From the Growth plan up, a flash sale takes a percentage or an amount off chosen products, or covers shipping, for a set window in your storefront's time zone. Shoppers see the sale price, your badge and a countdown. Checkout works the price out on the server and charges it only while the sale is on, with optional unit caps and per-customer limits.

Yes, from the Growth plan up. Each customer gets a code and share link, their friend gets a first-order discount, and once that order has stayed un-refunded for your hold window the customer earns store credit or a single-use code, emailed automatically. Self-referrals are checked and you can cap rewards per customer and per month.

Yes, from the Scale plan up. Partners get a tracked link and earn commission on paid orders within your attribution window, with rates per product or collection if you want them. Commission is approved after your hold window and reduced if an order is refunded. Partners see their earnings in a portal, and you pay them directly and record the payout.

Yes, from the Scale plan up. Social listening collects public mentions of your brand, products, competitors and hashtags from Google News, Hacker News, your Google Alerts feeds and any RSS feed you add, rates each one for sentiment, alerts you to negative mentions and spikes, and links to the original so you can reply there.

Yes — describe the job and quantity on Marketing > Printing and a BestWebby team member quotes and fulfils it by hand. There's no vendor automatically connected behind it, so nothing is produced until you get a quote back.

The Buying Network is an open, opt-in network where any participating store can see surplus stock, wholesale deals and group buys. The Reseller Network is invite-only between two specific stores: a supplier allocates stock per product to a reseller they've invited, who then sells it on their own storefront.

No. HR and timesheets (Scale plan and up) gives your team a time clock on the till, timesheets per pay period that managers approve, and time-off requests. You export the approved hours for Gusto, ADP Workforce Now, Wagepoint or any other provider, which calculates pay, tax and deductions.

Yes, from the Scale plan up. Regulatory radar reads recall notices from the U.S. FDA, the Consumer Product Safety Commission and Health Canada every day and matches them to your catalogue by barcode, brand and name. Each match is a suggestion with a confidence score and a link to the official notice, and you can start a recall from it in one click.

From the Scale plan up, Carbon estimates each shipped order's delivery emissions from parcel weight, distance and published UK government conversion factors, with monthly and per-product reports and an optional estimate line at checkout. They are estimates, labelled as such. You can record your own offset pledges; BestWebby does not buy, sell or verify offsets.

Yes, on the Enterprise plan. Each location can have its own storefront, till and prices over your master catalogue, franchisees sign in to see only their own locations, a store locator lists every location, and monthly royalty and marketing-fee statements are worked out from real sales and issued as invoices from your business.

Store phone numbers, SMS marketing, the tele-sales dialer and the call assistant are built and rolling out. They become available once our phone service is connected; until then each screen says so and nothing is queued. SMS and phone numbers will be on the Growth plan and up, the dialer and call assistant on Scale and up.

You can link a WhatsApp number by QR code and inbound chats land in the shared inbox, from the Growth plan up. It runs on an unofficial WhatsApp Web bridge rather than the WhatsApp Business API and has not yet been confirmed with a live merchant number, so treat it as rolling out.

Yes — order follow-ups, appointment reminders and win-back calls to lapsed customers, each its own on/off switch, off by default. Every call still requires the customer's own explicit consent for automated calls and is checked against Do-Not-Call status and your calling hours right before it goes out, not just when it was first scheduled.

Automation is opt-in and rules-based: you choose what to turn on — scheduled promotions and markdowns, email flows (SMS rolling out), 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 — we never sell it, we do not use it to train models, and it stays scoped to your store. When you use a feature that drafts or analyses text for you, the text it needs is sent to one of the model providers listed on our /security page to produce the result.

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.

Yes — it looks at what customers actually buy together and suggests bundles with a name, price and the reasoning behind each one. Nothing is created until you approve a suggestion.

Yes — recent orders get a return-risk score with the specific reasons and a suggested preventive action. It's a heads-up, not an automatic hold: nothing about the order changes until you act on it.

Yes — a what-if scenario tool projects the revenue impact of a price change, a stock increase, a new product launch, or a scenario you describe yourself, against your store's real numbers. It's a projection to help you decide, not a guarantee.

Yes — a dedicated report breaks down hits, orders and revenue from shoppers arriving through shopping agents (ChatGPT, Claude, Perplexity, Gemini, Copilot and others), and which part of your store they used.

Yes — a chat widget on your storefront answers from facts you write yourself or that BestWebby reads from your own site's pages. It only ever answers from what you've provided; a question it can't answer hands off rather than guessing.

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. You can add locations on every plan, and each register session and sale is recorded against the location it happened at. Tracking stock separately for each location is included from the Growth plan up; each sale then deducts from that location's stock.

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 do not hold a SOC 2 report today, and we will only say we do once a formal audit is complete and the report can be shared. In the meantime we operate the security controls described on our /security page (TLS 1.2 or higher in transit with TLS 1.3 preferred, column-level credential encryption, and a responsible-disclosure program), and the status of each one is published in our trust centre at /trust.

BestWebby is built around GDPR principles, with right-to-erasure and data-export workflows. Our Data Processing Agreement (DPA) at /legal/dpa is part of the agreement every merchant accepts when signing up, and the companies that process data on our behalf are listed, with where they process it, on our /security page.

Your data is stored in EU data centers in Germany, on dedicated infrastructure, encrypted in transit (TLS 1.2 or higher, TLS 1.3 preferred), with sensitive credentials encrypted at the column level. Some features use service providers outside the EU — for example payments, and the model and speech-to-text providers behind suggested replies and voice search — and each one is listed with its location on our /security page. 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 every plan above it 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 in your file with their prices and stock levels — a Shopify export arrives with each product's options and variants grouped, and any other file is read one product per row; 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. Go to Catalog → Products → Import from CSV, upload a CSV with a header row (for example name, price, sku, stock) or paste the rows in, then match your columns to product fields before importing. Every row becomes a draft product for you to review. 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.

Describe what you sell and who it's for, in plain language, and BestWebby generates a complete starting point — brand colour, fonts, layout and homepage copy built from your real products — along with a plain-language explanation of why it made each choice. If you don't like the result, one click undoes it.

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, at no extra charge. 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 — a preview shows exactly what your order confirmations and shipping notices look like, with your logo and brand colour already pulled from your site's theme. Add a footer line and support email address, and send yourself a test copy any time.

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. Inside the dashboard, Help & Support is on every screen: as you describe a problem it suggests the guides that may already answer it, and if they don't, you send a request with screenshots or files attached and follow every reply and status change under My requests. You can also write to [email protected]; we check who sent an email before adding it to your store's requests, so the dashboard is the quickest way to reach us. Every plan includes support, and Scale and every plan above it include priority support.

Every request you send from the dashboard is acknowledged by email straight away, and we aim to reply within one business day (Monday to Friday, Toronto time). If your store is down or can't take payments, mark the request that way: it goes to the top of the queue and alerts our support team immediately, including outside business hours. Scale and every plan above it include priority support, which means their requests are answered first and have shorter reply targets. 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. Inside the dashboard, the feature board lists ideas merchants have sent us, written up without naming any store: vote for the ones you want (one vote per store) and follow them to be told when they are planned, shipped or declined. If there's a connector or capability you need that isn't there yet, send it as a feature request from the dashboard or through the contact form — roadmap priority is driven by merchant demand.