Kixify FAQ

Kixify is a sneaker marketplace built around protected checkout. When you buy through Kixify checkout, your order, payment, seller messages, tracking, Buyer Protection, Authenticity Guarantee support, and Kixify Support stay connected in one place.

Kixify is a marketplace, and Kixify checkout is the protection layer that keeps the order together. Sellers list their sneakers, and Kixify provides protected checkout, order history, support, Buyer Protection, and Authenticity Guarantee support.

No. You can browse releases, products, stores, and seller profiles without an account. You will need an account for checkout, orders, wants, following, messaging, feedback, and seller tools.

Release pages organize sneakers by catalog information such as name, brand, colorway, release date, and style code. Marketplace offers are seller listings connected to that catalog style, usually grouped by size and seller.

Each seller chooses their own price, and inventory can be priced differently by size. Kixify shows available seller offers so buyers can compare size, condition, seller, and total checkout context before buying.

More Seller Offers are additional listings for the same sneaker or style from other sellers. They help buyers compare seller options, feedback, price, and available sizes.

Wants let signed-in buyers save products they are interested in. Following lets buyers keep track of sellers and stores they want to revisit. In the app, these live in the Profile area.

Use the contact or message action on a product, seller profile, or order when available. For order problems, include the order number and keep the conversation on Kixify so support can help if needed.

Yes — when you pay through Kixify checkout, the same protections apply whether the seller is new or established. Your payment is processed by PayPal, your order stays on Kixify, and you are covered by Buyer Protection and Authenticity Guarantee support if something goes wrong. New sellers also go through Kixify seller setup, including phone verification and PayPal connection, before listings can go live. For their first few sales, Kixify may hold the seller's payout until delivery is confirmed — that helps protect buyers if a seller does not ship as promised. Before you buy, review the seller's feedback, profile, and listing photos. If a seller asks you to pay outside Kixify checkout, do not send payment.

Kixify checkout uses PayPal so your payment is handled securely and your order stays protected through Kixify Buyer Protection. Buying through Kixify checkout also keeps your order, seller messages, tracking, and support details connected in one place.

In the app, checkout is designed around one selected offer at a time. Choose a size or offer, enter or select a shipping address, then continue to PayPal. If PayPal checkout succeeds, the app sends you to your order details.

In the app, checkout is Buy Now. The website may offer a different checkout flow, but app purchases focus on one selected offer at a time.

Checkout needs the recipient name, email, street address, city, region, postal code, country, and phone number. Saved addresses may prefill the app checkout form when available.

The seller is notified and prepares the order for shipment. Your order stays in your Kixify account, and tracking appears in order history when it is added. If something feels wrong, you can message the seller and contact Kixify Support from the order details.

Signed-in buyers can view orders from their account, dashboard, or Profile area in the app. Order details include products, shipping address, tracking, order summary, PayPal transactions, comments, and available contact or feedback actions.

You are not on your own. Start by messaging the seller from the order. If the issue is not resolved, contact Kixify Support with your order number, seller messages, tracking information, and a short description of the problem.

Inventory can change if a seller edits, ends, or sells a listing. Before starting PayPal checkout, Kixify rechecks product availability, selected size, and stock. If something changed, choose another available offer.

Yes, Kixify is built to make marketplace buying safer when you complete your purchase through Kixify checkout. Your payment is processed by PayPal, your order stays on Kixify, and Kixify checkout orders are backed by Buyer Protection, Authenticity Guarantee support, and Kixify Support if something goes wrong.

Every order completed through Kixify checkout is backed by Kixify Buyer Protection. If an order does not arrive or is significantly different from the listing, Kixify Support can help organize your order details while PayPal reviews the payment claim under its own program rules.

For your protection, always pay through Kixify checkout and keep order messages on Kixify. If a seller asks you to pay somewhere else, do not send payment. Cash, wire transfers, direct PayPal payments, friends-and-family payments, and other arrangements outside Kixify checkout are not Kixify checkout orders.

Kixify Support helps keep the order moving in the right direction. We can help with seller contact, order details, tracking information, listing details, photos, PayPal claim context, and authenticity concerns tied to a Kixify checkout order.

The Authenticity Guarantee gives buyers a support path when a purchase completed through Kixify checkout is counterfeit or significantly not as described. Kixify helps document the order, listing, photos, tracking, and messages so the issue can be reviewed through the proper protection process.

Message the seller from your order first. If they do not respond or tracking is not provided, contact Kixify Support with your order number. If the order still is not resolved, Kixify checkout orders are backed by Buyer Protection and PayPal Purchase Protection review.

Take clear photos of the item, box, labels, packaging, and anything that looks different from the listing. Contact Kixify Support with your order number and seller messages. Kixify checkout orders are backed by Buyer Protection and Authenticity Guarantee support.

Check the delivery address, carrier details, household members, building mailroom, and nearby delivery areas. Then contact Kixify Support with your order number, tracking number, and any carrier details. If the issue remains unresolved, Kixify checkout orders are backed by Buyer Protection and PayPal Purchase Protection review.

Save your order number, PayPal transaction ID, listing photos, seller messages, tracking, packaging photos, and clear photos of the item received. These details help Kixify Support and PayPal review what happened.

PayPal deadlines can vary by claim type and program rules. Review the Buyer Protection page and PayPal Purchase Protection terms before filing, and respond to PayPal documentation requests on time.

PayPal reviews and decides PayPal Purchase Protection claims under its program rules. Kixify Support can still help by organizing the order details, listing information, tracking, and messages connected to your Kixify order.

Yes. Sign in with the same Kixify account you use on Kixify.com. Your profile, orders, buying activity, and seller tools stay connected between the website and app.

Use Forgot Password on the sign-in screen or the website password reset page. For privacy, Kixify may show a generic confirmation message even if the email address does not match an account.

Signed-in buyers can update Profile and Sign-in settings from Settings. Sellers can update their profile, avatar, shipping policy, return policy, and integrations from seller settings when available.

On native iOS and Android builds, the app can request notification permission after sign-in and register the device with Kixify. Web previews do not register push tokens.

Use the close-account action in account or seller settings when available. Closing an account is destructive and can remove listings or store content tied to that account, so review the confirmation carefully.

Contact Kixify Support with your username, email address, and any related order numbers. Support usually reviews requests within 1-2 business days.

Start from Sell or List Your Item. You can search the catalog by name or style code, choose a sneaker, add size and quantity, set a price, and review estimated earnings. Publishing requires a Kixify account, phone verification, and connected PayPal.

Sellers need an account, verified phone number, seller store setup, and PayPal connected and ready to receive marketplace payments. Missing requirements can let you preview selling but prevent listings from going live.

Catalog listing uses Kixify release data, product identity, images, style code, and Brand New condition so sellers can list faster. Add Your Own is for items not found in the catalog and requires authenticated seller setup because photos and custom details must be uploaded.

The listing flow shows the platform fee and estimated seller earnings before publishing. The standard marketplace fee shown in current seller tools is 10% of the item price. Buyer-paid shipping, taxes, PayPal rules, and seller settings can affect the final order context.

Yes. Listing capacity can vary by seller tier and account status. If you reach your active listing limit, Kixify may ask you to manage inactive listings first or request a higher limit review.

Seller accounts with active listings may enter an inactivity notice period after 60+ days without logging in. Kixify sends notice emails before taking action. If you do not log in before the deadline, your listings may be temporarily hidden from buyers. Logging back in can restore your listings.

Log in to Kixify before the deadline in the notice email. A quick sign-in confirms the seller account is active and keeps your active listings visible to buyers. If you cannot access your account, use password reset or contact support before the deadline.

Log in to Kixify. If inactivity was the only issue, your listings can come back online automatically. If there is another account issue, resolve that separately or contact support.

Yes. A style code connects your listing to the correct Kixify release and catalog sneaker. Without it, your listing usually will not appear in search or on the matching release page — so buyers cannot find it when browsing by sneaker. Listings with an accurate style code get better discovery, pricing context, and size matching. Sellers with style codes connected to the catalog are much more likely to make a sale. If Kixify flags a listing as Needs Style Code, add or correct the style code from your Listings hub or product edit screen. Use the catalog match when available so your listing links to the right release.

These are seller coaching signals on your Listings hub. They help you see which listings need attention and which are priced well. Needs Style Code — your listing is missing a trusted style-code or catalog link. Fix this first. Pricing comparisons and release-page visibility depend on a correct style code. Price Opportunity — at least one of your sizes is priced above the current lowest matching ask for the same style code, size, and Brand New condition. Kixify compares landed US prices (item price plus US shipping). Open the pricing coach to see your price, the lowest ask, and a suggested price for each size. Next to Sell — your listing has no price-opportunity sizes and no active competitor priced lower for the same style code and size. This is positive status: you are competitively priced or the only active seller for that size. It does not mean a sale is guaranteed — it means your pricing looks good right now. Only one coaching badge shows per listing. Priority is: Needs Style Code, then Price Opportunity, then Next to Sell.

The release page shows the lowest available offer per size from active marketplace listings linked to that release. If you believe you have the lowest price but do not appear, check the following. Style code and catalog link — your listing must be connected to the correct style code for that release. Listings flagged Needs Style Code or linked to the wrong sneaker will not appear on the right release page. Listing must be live — the listing needs to be active, in stock, and available to buyers. Listings can stay hidden if PayPal is not connected, the account is inactive, stock is zero, or the listing was ended. Landed price, not item price only — release pages compare landed US prices (item price plus US shipping). Your item price may be lowest, but another seller's total landed price can still win the size slot. Condition and size — release size grids focus on matching Brand New inventory for each size. Pre-owned or mismatched sizes will not appear in the same place. Recent price changes — after you update a price, it can take a few minutes for the release page to refresh. Checkout always uses the live price at the time you pay. If everything looks correct and the listing still does not appear after a short wait, contact Support with your listing URL and the release page link.

The app supports common listing edits such as title, style code, condition, description, price, sizes, quantity, and images when the listing type allows it. Some listings or advanced changes may still need to be managed on the website.

Ending a listing removes it from active selling and clears available stock. Deleting a listing removes it after confirmation. Bulk delete is not available in the app.

Sellers can view recent orders from the dashboard and full seller order history from the Orders or Selling area. Order detail includes products, shipping address, tracking, order summary, PayPal transactions, comments, and available actions.

Open the seller order detail, choose Add Tracking when available, select the carrier, and enter the tracking number. Kixify stores the tracking record, updates the order, notifies the buyer, and syncs tracking to PayPal when supported.

Eligible seller orders can show shipping-label actions. Enter accurate package details before buying a label. Incorrect size, weight, or service details can cause carrier adjustments or surcharges.

Use Message Buyer from seller order details when the option is available. Keep order-related communication on Kixify so the order stays clear for both parties and support.

Refund actions use PayPal and appear when a refund is available for the order. PayPal processes the refund, and Kixify updates the order details so the buyer and seller can see the refund status.

If you, as the seller, cancel or refund an order after a buyer has paid — through Kixify or directly in PayPal — Kixify may charge your connected PayPal billing agreement a seller cancellation fee equal to the standard marketplace commission on that order (10% for most sellers). This is separate from the refund sent back to the buyer. You approve this billing agreement during seller PayPal setup. PayPal sends its own receipt for the fee charge. The fee does not apply to buyer-initiated cancellations, PayPal disputes, chargebacks, or refunds issued by Kixify administrators on your behalf. See the Kixify Seller Terms for full policy details. Questions about a fee charge? Contact Support, choose Payment or refund, select Seller, and include the order number and PayPal fee transaction ID if you have it.

To protect buyers and the marketplace, Kixify may hold seller payout on your first few successful sales after you connect PayPal. The buyer still checks out normally; the hold applies to when you receive the payout in PayPal — not to the buyer's payment. Payout is typically released when the buyer accepts the order after delivery, or 72 hours pass after carrier-confirmed delivery with no open claim. The hold stays in place if tracking is missing, delivery is not confirmed, or the buyer opens a claim before release. This policy helps prevent sellers from collecting funds before shipping. You will see payout-hold status on affected orders in your seller tools. See Seller Terms and your PayPal seller setup for details.

On each completed sale, PayPal shows a Partner Commission line in your seller transaction breakdown. This is Kixify's marketplace fee collected at checkout. Partner Commission includes Kixify marketplace commission — typically 10% of the item price (purchase total before tax) — plus sales tax collected from the buyer, which Kixify remits to the appropriate state tax authorities. Example: on a $100.00 item with $10.00 sales tax, Partner Commission is $20.00 ($10.00 commission plus $10.00 tax). Actual sales tax varies by buyer location. That is separate from PayPal's own transaction fee. Your Net Amount is what remains after PayPal fees and Partner Commission are deducted from the gross order total (item, tax, shipping, and other charges as applicable).

PayPal can create a refund that is still settling, such as an eCheck-funded refund. Kixify should show that refund as pending and prevent duplicate refund attempts while PayPal completes settlement.

Open PayPal setup from seller settings or seller onboarding and choose Connect PayPal. PayPal will ask you to grant marketplace permissions, confirm your email, and make sure the account can receive payments.

Seller listings need a PayPal account that is connected, verified, and able to receive marketplace payments. If PayPal setup is incomplete or blocked, listings may stay offline until the issue is fixed.

Some older seller accounts may still show past invoices for recordkeeping. Current seller payment setup is handled through PayPal marketplace payments.

Messages let buyers and sellers communicate about products and orders. The app supports inbox, sent messages, thread view, replies, read/unread controls, and deleting individual threads where available. It is not real-time chat.

Eligible buyers and sellers can leave positive, neutral, or negative feedback after qualifying order activity. Some screens also support changing feedback or requesting a change when Kixify rules allow it.

Where available, sellers can select multiple orders waiting for feedback and leave the same feedback choice and message for those orders.

Use Contact Support and choose the issue type that best matches your problem. Sellers asking about refunds, PayPal charges, or seller cancellation fees should choose Payment or refund and select Seller. Include your username, email, order number, PayPal transaction ID when relevant, related listing or store URL, other account involved, and a concise description. Support usually reviews requests within 1-2 business days.

Kixify limits repeated support form submissions to reduce spam and keep support queues usable. If the form is temporarily limited, wait and try again or email support directly when instructed on the page.

Use report or contact actions when available, or contact support with the listing URL, seller username, screenshots, and a clear explanation. Kixify can review listings, messages, and accounts for trust and safety issues.