Frequently asked questions
Quick answers to the questions we hear most. Choose a section, then follow the link under an answer for the full guide.
Getting started and your account
What is XO Bestie?
XO Bestie is a marketplace built as a community for women. You can shop pre-loved and new items, book beauty and wellness services, and watch posts from creators.
There are four kinds of profile: Bestie, Boutique, Creator and Service Provider.
Is XO Bestie only for women?
XO Bestie is built as a community for women.
Is it free?
Joining XO Bestie is free, and so is posting. Sellers pay fees only when they make a sale. Buyers pay no XO Bestie fee.
Is XO Bestie available outside the US or in other languages?
No. For now, XO Bestie is in English and for the United States only.
What do I need to sign up?
You need an email address and a password. Then you add your first name, last name, date of birth and a user ID. You must be 18 or over. You do not need a phone number.
Which profile should I choose?
Choose a Bestie profile to shop and sell pre-loved items. Choose a Boutique to sell new products. Choose a Creator to post shoppable content. Choose a Service Provider to take bookings.
Anyone can shop on any profile.
Can I have more than one profile, and switch between them?
Yes. One account can hold one profile of each kind. To switch, tap the menu icon, then Switch Role under your name. You stay signed in and lose nothing.
Can I delete or pause one profile?
No. A profile cannot be deleted, paused or hidden. Only the whole account can be closed.
Where are my settings?
Tap the menu icon at the top of the screen. The first tab holds the settings for the profile you are using. Global Settings holds the settings for your whole account.
Can I sign in with my user ID or phone number?
You can sign in with your email or your user ID. You cannot sign in with your @handle or a phone number. Google and Apple sign-in are not available.
I did not get my code
Check your spam folder. Make sure the email address on screen is right. Wait 60 seconds, then tap Send again. Only the newest code works.
Email codes last 10 minutes.
I forgot my password
On the sign-in screen, tap Forgot password?. Enter your email address and tap Send Reset Link. The link works once and lasts 30 minutes.
After you reset it, you are signed out on every device.
How do I change my email address?
Open Global Settings, then Log in and Security. In the Email card, choose Change email. We send a code to the new address.
How do I close my account, and can I undo it?
Go to the menu, then Global Settings, then Close Account. This closes every profile on the account. You have 30 days to change your mind. After that it is permanent.
You cannot close it while money is still waiting to be paid out, or while an order is unshipped, shipped or has a return requested.
Shopping
Do I need an account to browse?
No. You can browse without one. You need an account to buy, to tap the heart on an item, or to follow someone.
Does adding an item to my bag hold it for me?
No. Someone else can buy it until you place your order.
Can I make an offer on an item?
No. You pay the listed price. There are no offers or bargaining.
Can I use two discount codes?
No. You can use one discount per order. A seller's sale price still applies on top of a code or credit.
What does Paid at checkout mean?
You see the shipping cost at checkout, once you choose your delivery address.
How do I contact a seller?
Open the seller's page by tapping the seller row on the listing. Then tap Message. You do not need to follow them first.
How do I leave a review, and can I delete it?
You can review an item once it has arrived. Start from the order, or from My Reviews in the menu. You can edit your review, but you cannot delete it.
How do I invite a friend?
Look for the invite box on the Preloved and Shops tabs and tap Invite today. The box shows only when you are signed in and the invite offer is running, and it shows the credit amounts. Your friend types your code when they sign up.
Orders, returns and refunds
Where is my order?
Open the menu, then your profile's settings tab, then Purchases. Tap the order to see its status and tracking. Orders from all your profiles are in this one list.
I cannot find my order
Purchases opens on Last 90 days. Choose This year or All orders, or search the order number.
Can I cancel my order?
Yes, while the status says Order Placed. Open the order, tap Cancel order, then Confirm. Once it says Preparing for shipping, you cannot cancel. You can return it after it arrives.
My order has not shipped
The seller has 5 days to ship. If they do not, the order is cancelled and refunded automatically. You can also message the seller.
Can I change my address after ordering?
No. If the status is still Order Placed, cancel the order and order again with the right address.
What is the return policy?
Each seller chooses: returns not accepted, 14 days or 30 days from delivery. You see the policy on the listing and on your order.
Who pays for return shipping?
The seller's policy decides. The listing says either the seller pays return shipping or you pay return shipping. If you pay, the label cost is charged to your card when you submit the return.
How do I return an item, and when do I get my money?
Open the order and tap Return this item. Your refund goes back to the card you paid with, usually within 3 to 5 business days.
My return was declined
The seller has 72 hours after the parcel arrives to accept or decline. If declined, the order shows Return declined with the seller's reasons. You can message the seller or contact Support.
Paying and getting paid
How can I pay?
You pay by credit or debit card. Apple Pay, Google Pay, PayPal and bank transfer are not available.
Is my payment information secure?
Your card details are handled by Stripe, a payment company. You can remove a saved card in Wallet, under Payment Methods, as long as you keep at least one card.
Why was my payment declined?
The most common reason is that your bank declined the card. Try another card. Other reasons include an item that just sold out. If a payment fails, nothing is charged and your items stay in the bag.
What fees does XO Bestie charge sellers?
Sellers pay only when they make a sale. There is no listing fee. Each sale has an XO Bestie fee and a card processing fee. The What you earn panel in the listing form shows your exact amounts.
Do buyers pay a fee?
XO Bestie adds no fee for buyers. You pay the price, shipping where it applies, and tax.
How do I set up payouts or change my bank?
Go to the menu, then Global Settings, then Wallet. Open the Getting paid tab and, under How you get paid, tap Set how you get paid. Stripe asks for the details. To change your bank later, tap Change there.
One payout account covers every profile.
When do I get paid, and can I withdraw?
Money becomes available after the customer has the item and your return window has closed. If you take no returns, that is 7 days after delivery. It is then sent to your bank automatically. There is no Withdraw button.
Why is my balance negative?
This happens after a refund or return. The amount is taken from your next payout.
Do you give me a tax form?
No. In your Wallet you can download monthly statements of your sales.
Selling as a Bestie, Boutique or Creator
Can I sell my own pre-loved items?
Yes. Use a Bestie profile. Your items show on the Preloved tab and on your closet page.
Why does Sell show a checklist?
You must finish three steps first: Set where you ship from, Set your return policy and Set how you get paid. The checklist shows how many steps are left.
Is listing free?
Yes. There is no fee to list. You pay only when an item sells.
What can I sell?
The listing form offers three product types: Fashion, Beauty & Wellness, and Home & Living. Pre-loved beauty items must be sealed and unopened.
Do I have to ship it myself?
You choose for each listing. Either XO Bestie handles shipping and gives you the label, or you ship it yourself and add the tracking number. With XO Bestie shipping, the customer pays for shipping at checkout, or you offer free shipping and the label cost comes out of your earnings.
How long do I have to ship?
You have 5 days. If you do not ship in time, the sale is cancelled and the customer is refunded.
Can I set my own return policy for each item?
No. You set one return policy for your whole account. It shows on every listing. Open your profile's settings tab and tap Return Policy.
Can I delete a listing?
No. You can unpublish it instead. An unpublished listing is hidden from shoppers until you publish it again.
Can I run a sale?
Yes. Open your profile's settings tab and tap Discounts and Promotions. You pick a percentage off, a length in days, and which items. You can end a promotion early, but you cannot edit it.
Can I sell to international customers?
No. For now, XO Bestie works in the United States only.
Why was my listing flagged?
Listings go through automatic checks. A flagged listing shows a red Flagged mark. Edit the part that was flagged. It comes back on its own once it passes. If you think it is a mistake, contact Support.
Booking a service
How do I find services near me?
Tap the Services tab. You can search, pick a category, or open the map. The app asks to use your location to show shops near you.
Am I charged when I book?
Only if the shop asks for a deposit. A deposit shows as Total due now. Otherwise you pay nothing until the shop finishes your appointment.
Can I cancel or reschedule, and will I lose my deposit?
Open the booking and tap Reschedule or Cancel appointment. Cancel in time and your deposit is refunded. Cancel late and the shop keeps the deposit. If the shop cancels, you get your deposit back in full.
Where are my bookings?
Open the menu, then your profile's settings tab, then Booked Services.
What does License on file mean?
The badge icon next to a shop's name is coloured when the provider has a current license or certification on file with XO Bestie. Tap it to see the details under Credentials on file. XO Bestie does not verify or guarantee them, and it is not a check made with a state board.
Service Providers
Is it free to join as a Service Provider?
Yes. Setting up is free. Fees are charged on each booking and each sale at your till.
Do I need a license?
No. Licenses are optional. Add one under Licenses and Certifications in Shop Settings. Once XO Bestie accepts it, the badge on your shop is coloured for as long as the license is current.
What services can I offer?
You choose from XO Bestie's list of service categories and types. Each service has one to four options, each with a length and a price.
Can I take deposits and set a cancellation window?
Yes, in Booking Policy under Shop Settings. You can ask for no deposit, or a percentage up to 50%. With a deposit you can pick a cancellation window: Any time, or 12, 24 or 48 hours before.
Can I set my own schedule?
Yes. Set your opening hours in Business Hours. Each staff member can have their own working days and hours.
How do customers pay at the appointment?
When the appointment is done, tap Finish and charge customer. The card the customer gave when booking is charged, minus any deposit.
Can I take cards in person?
Yes, in the phone and tablet app. Set up a card reader, or use Tap to Pay, under Card Readers in Shop Settings. You need your payout account set up first.
Do my staff need their own login?
No. Staff are names on your shop. They do not sign in.
Creators
How do I become a creator?
Choose Creator when you sign up. Or tap the menu, then Switch Role under your name, and add a Creator profile. It is free.
Does XO Bestie pay me commission on my posts?
No. If you post a link from an affiliate network, that network pays you directly under its own terms. XO Bestie takes no cut and cannot see those earnings.
How do I make a shoppable post?
Tap Post. At What's in this post?, choose Products, Shoppable links or Services. Then pick what you are tagging. One kind per post, up to 6 items.
Can I link my Instagram or TikTok?
No. You cannot link social accounts in the app.
Can I edit or delete a post?
You can edit only the caption. To change photos, videos or tags, delete the post and post again. Deleting cannot be undone.
Can I reply to comments?
No. You can read comments and delete comments on your own posts. Replies are not available.
Where do I see my numbers?
Open the menu, then Creator Settings, then Content Performance. Pick a period to see views, likes, link clicks and more.
How does the creator program pay?
While a program is running, a banner shows on the Feed. Join it there. Rewards are paid after the month closes and XO Bestie approves it. They go to your payout account in the Wallet.
Can I pause my creator profile?
No. A profile cannot be paused or deleted. Only the whole account can be closed.
Safety, messages and support
How do I report a suspicious seller or item?
For a listing, open it, tap the share icon, and choose Report. For a post, use the post's menu in the Feed. You cannot report a seller in the app. Contact Support instead.
Why was my message blocked?
Chats block contact details, links to other sites, and requests to pay outside XO Bestie. They also block some harmful words. Only you see a blocked message. Write it again without the flagged part.
Can I send photos in a chat?
No. Chats carry text only.
Why will the bell number not go away?
The number counts unread notices plus jobs under Need your attention. Those jobs stay until you do them.
I turned notifications off but still get some
Urgent ones always come through. These include an order to ship, a return to approve, booking reminders and a failed payout. Account and security notices are always on too.
How do I contact support?
Open the menu, then Global Settings, then Support. Choose a topic, write your message and tap Send. Replies come by email and in Support. If you cannot sign in, email support@xobestie.com.
My account was suspended
Email support@xobestie.com and we will look into it. While an account is suspended, its listings, posts and profile are hidden.
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