FAQ for merchants
What it costs, who holds the money, what you own, and what happens if you leave. If something isn't built yet, this page says so.
Already running a store and stuck on something? Support is the page for that.
What it costs
+ − How much is it?
$49, $99 or $149 a month, depending on the plan — Starter, Growth or Scale. Paid yearly it is ten months for twelve on every plan. The price you sign up at is the price you keep: a later change to the list price doesn't reprice a subscription that already exists.
+ − What's the transaction fee?
There isn't one. Tokolane takes 0% of what you sell, on every plan. Your card processing fees are Stripe's own and are charged by Stripe, not by us.
+ − Is there a free trial?
Yes — 14 days, with no card required to start. You can build the whole store during it. Publishing to shoppers needs Stripe connected, because a storefront that can't take money isn't open.
+ − What happens when the trial ends and I haven't picked a plan?
If you had published, your storefront pauses — shoppers see nothing until you subscribe. You and your team can still sign in, and nothing is deleted. You're warned by email and in the dashboard partway through the trial, three days out, and on the day.
+ − What's the difference between the plans?
How quickly we answer, today. Support targets are two business days on Starter, one on Growth, and four business hours on Scale — and anything that stops a live store taking money is treated as urgent on every plan. No part of the product is locked behind a tier: the same catalogue, checkout, discounts, events and assistant are on all three.
+ − Can I change plans later?
Yes, from Settings → Billing, by the store owner. Nothing about your store changes when you do — no feature is switched off and no limit applies.
Money and who holds it
+ − Who holds my money?
You do. Payments go through your own Stripe account and Stripe settles directly to your bank on their normal payout schedule. Tokolane never takes custody of your funds — not as a float, not overnight, not at all. We could not withhold a payout if we wanted to, because the money is never ours to hold.
+ − Who is the seller?
You are. You are the merchant of record for everything sold in your store: the contract is between you and your customer, and the receipt has your business on it. That is also why your registered name, address and contact details have to be filled in before you can publish — consumer law in the UK and EU requires a trader selling to consumers to publish them.
+ − Who handles refunds and chargebacks?
You do, through Stripe. You're the seller, so the dispute and the money are both yours. The dashboard records the refund against the order so your own numbers stay right.
+ − Which countries can I sell from?
The ones Stripe can pay out to. If Stripe can't settle to a bank account in your country, a store there could take an order it could never be paid for, so the country list is Stripe's rather than ours. Where you can sell to is a separate question, and yours to set.
Your store
+ − What address does my store get?
tokolane.com/store/your-name, chosen during setup. Mapping your own domain is not built yet — when it is, the store address you already have keeps working. Only the owner can change the address afterwards, and it’s worth thinking twice: it is part of every link you have shared, and changing it breaks all of them.
+ − What's actually included?
The catalogue with variants and stock, the storefront and its home page, checkout, discounts and gift cards, shopper accounts and orders, returns, reviews, a support inbox, shipping with tracking, suppliers and purchase orders, appointments, pop-up events, and the storefront assistant. All of it, on every plan — there is no marketplace of paid add-ons and nothing is held back for a higher tier.
+ − Can I run two stores from one account?
Not currently. One account belongs to one store; a second store needs a second account.
+ − Can I add my team?
Yes, under Settings → Members, with four roles: viewer reads, staff manages products and fulfils orders, admin also edits company settings and the team, and the owner additionally controls the plan and the store address. Invite emails aren't sent yet — someone you invite is linked automatically the first time they sign in with the address you invited.
+ − Does the AI cost extra?
No, and you can put your own key in. The storefront assistant and the writing tools run on the platform's key by default; Settings → AI lets you point them at your own OpenAI, Anthropic or Google key instead, in which case that usage is billed to you by them and not by us.
Your data, and leaving
+ − Who owns what I put in?
You do. Your catalogue, your customers, your orders and your content are yours; we hold them to run the service for you and process them under the data processing terms. We don't sell them, and we don't use one merchant's data to advantage another.
+ − Can I get my data out?
Your catalogue exports to CSV from the Products screen, selected rows or all of them, in the same format the importer takes. A one-click export of everything else — orders, customers — isn't built yet; ask and we'll get it to you. If that matters to your decision, say so when you write in: it is a gap we would rather close than argue about.
+ − What happens if I cancel?
Your storefront comes down and your dashboard stays reachable so you can get your things out. We don't hold a catalogue hostage to a renewal.
+ − Is my customers' data safe?
Card details never touch our servers — checkout hands off to Stripe, so nothing here ever sees a card number. Every query in the application is scoped to one store, and the database carries row-level security policies on top of that, so one merchant reading another's rows takes two independent failures rather than one.
Still deciding?
Ask us anything this page didn't answer at sales@tokolane.com, or read the Merchant Terms — they are what you are actually agreeing to, and they are shorter than you expect. The data processing terms cover the answers above about your customers' data.
Comparing us against where you sell now, what's different here sets it out, gaps and all — or request a demo and we'll go through it with your own catalogue.
Ready instead? Open the merchant dashboard and start the trial — tokolane.com needs no card to begin.