SellStein Support

Email support@sellstein.com or use the contact form on our /contact page. Most replies arrive within 4 business hours; complex issues may take a day. You can also book a 15-minute call directly with our team.

Average first response is under 4 hours on business days. Critical issues (payments down, store offline) get prioritized and usually answered within 30 minutes during working hours.

We staff support during business hours globally Monday through Friday. For platform-down emergencies we have an on-call rotation that covers nights and weekends.

Open a support ticket with the order ID, the timestamp of the failed charge, and the exact error your customer saw. We can pull processor logs and trace the issue end-to-end.

Yes. And we will help you do it. Use the Migration tool inside the dashboard to import products, customers, and orders from Shopify, WooCommerce, BigCommerce, and others. For payment processor switches our team handles the technical handoff.

API documentation lives at /app/api-docs once you are logged in. It covers REST endpoints, webhook signing, idempotency keys, and SDK examples for JavaScript, Python, and PHP.

Go to Settings → Billing → Cancel plan. You keep access through the end of your billing cycle, can export all your data first, and we never auto-charge for renewal once you cancel.

Yes. We support 130+ currencies, geo-based currency display, and per-region pricing. Settlement currency depends on your payment processor and bank account configuration.

Open the order, click Refund, choose full or partial. The refund hits your customer in 5–10 business days depending on their bank. Inventory and loyalty points are restored automatically.

Use the Chargeback Helper inside the dashboard. It auto-collects shipping proof, customer communication, and signed receipts, then drafts a response letter you can send to your processor. Win rates with this tool average 65%+.

Yes. SellStein is PCI DSS Level 1 compliant. Card data never touches your servers. Payment fields are tokenized via processor-hosted iframes, so your store inherits compliance by default.

Go to Employees in the dashboard, invite by email, and assign a role (owner, deputy, manager, member, viewer, or custom). Each role has fine-grained permissions you can fully customize.

Yes. Anytime. Settings → Database → Export gives you a full ZIP of products, customers, orders, and analytics in CSV format. We strip PII flags by default; full export with PII requires a 2FA challenge.

Stripe, PayPal, NMI, Fiserv, Square, Braintree, Mollie, Adyen, plus crypto (BTC/ETH/USDC), bank transfer, and our built-in SellStein Payments. You can run multiple processors in parallel and route by country or amount.

Yes. Edit any product and switch the billing toggle to Recurring. Pick an interval (day/week/month/year), set an optional free trial, and we handle renewals, smart retries, dunning emails, and the customer self-service portal. You can also offer mid-cycle upgrades and downgrades with proration.

3DS is decided by the customer's issuing bank in real time. Most EU/UK transactions trigger 3DS under SCA rules; non-EU transactions trigger only when the bank flags the charge as risky. About 85% of 3DS challenges are frictionless (the customer sees nothing). The other 15% prompt a SMS or app challenge from the bank.

We run smart retries on day +1, +3, +5, +7. The subscription stays active during retries. We also listen for card-network Account Updater events to swap in reissued cards automatically. If all four retries fail the subscription moves to past_due and the customer gets a hosted card-update link with no login required.

Settings → Developers → Webhooks → New endpoint. Pick the events you care about (order.paid, customer.created, etc.) and we send signed HMAC-SHA256 payloads to your URL. Verify the signature before parsing the body, and use the Sellstein-Event-Id header for idempotent processing.

A request header you send (Idempotency-Key: any-unique-string) that lets you safely retry POST requests without creating duplicates. The first time we see the key we process the request and cache the response for 24 hours. Retries with the same key return the cached response. Same order ID, same created_at.

Yes. Gift cards are a built-in product type with custom denominations, multi-currency, and balance tracking. Store credit is per-customer and applies automatically at checkout. Both work with refunds. You can refund to original card, gift card, or store credit.

Yes. If wifi drops, sales queue locally and process via store-and-forward when connection returns. Up to €50 per offline sale; larger transactions wait. Inventory and accounting effects sync within 60 seconds of reconnect.

Below the €10,000 cross-border threshold, we charge your home-country rate. Above, we apply OSS rules. VAT at the buyer's country rate, with one consolidated quarterly return through your home-country tax portal. We auto-verify B2B VAT numbers via VIES for reverse charge.

Settings → Tax → US → Automatic. We calculate state, county, and city tax in real time across 50 states. We don't register or file for you. That's the merchant's responsibility. Tax Reports → State summary gives you filing-ready totals per state per period.

Use a 2FA backup code first. Failing that, log in from a device with an active session. Last resort is account recovery (Login → "I lost everything"). Government ID upload, selfie, payment verification, plus a 24-hour cooldown. The cooldown exists because account-takeover attacks rely on speed.