Manage customer payments and billing

This topic describes how to manage customer payments and billing.

To view customer payments or billing information, see Payments or Billing.

Add a payment instrument to a customer's account

Use this process to add a payment instrument to a customer's account.

1. Log in to Rebilly.
2. In the left navigation bar, press Data tables, then press Customers.
3. In the Name column, press a customer's name.
4. In the right of the screen, beside Payment instrument, press , then press + Add new.
5. Depending on the payment instrument type, select Payment card, Bank account, or Other.
6. Optionally, to allow the payment instrument to be used as a backup payment method if the primary payment instrument is declined, select Allow use as a backup method. For information on how to set a primary payment instrument and other settings, see Manage a customer's payment instruments.
7. Press Next.
8. Enter billing address information for the payment instrument.
9. Enter the payment instrument details.
10. Press Save.

Collect or register a payment

Use this process to collect a payment for an unpaid invoice, or to register a payment that was processed outside of Rebilly.

1. Log in to Rebilly.
2. In the left navigation bar, press Data tables, then press Customers.
3. In the Name column, press a customer's name.
4. In the right of the screen, press , then press Collect payment.
5. Enter the amount, currency, and a description.
6. Select one of the following payment options:
   • Process with payment instrument: Choose this option to use the process the payment with the customers default payment instrument.
   • Paid outside Rebilly: Choose this option to register a payment that was processed outside the Rebilly product.
   • Pay with Rebilly hosted payment form: Choose this option to generate a hosted payment form URL to share with the customer.
7. Press Submit.

Create an order

Use this process to create a subscription or one-time order. A one-time order is a single, non-recurring, amount that a customer is charged. A subscription is a recurring amount that a customer is charged.

1. Log in to Rebilly.

2. In the left navigation bar, press Data tables, then press Customers.

3. In the Name column, press a customer's name.

4. In the right of the screen, press , then press Create order.

5. In the Website field, select a website to associated with the order.

6. In the Order type section, select one of the following options:

   • To create a recurring order: Select Subscription.
   • To create a single non-recurring order: Select One-time.

7. In the Products and plans section, select products and plans to add to the order.

   Optionally, customize the order for this customer

   Use this option to create custom product and pricing plan settings for this order. For example, use these settings to sell a product at a different price than what is configured in the related pricing plan, for this customer only. These settings are unique to this order, and will not affect other orders, plans, or customers.

   1. In the Products and plans section, under the order item you added in the previous step, press Edit plan, then select from the following:

      Customize pricing

      Use this option to configure custom pricing for this order.

      1. Press Pricing.
      2. In the Pricing formula dropdown, select a custom pricing formula.
      3. In the Price field, enter a custom price.
      Customize billing period settings

      Use this option to configure a custom billing period for this order.

      This option is only available for recurring plans.

      1. Press Billing period.

      2. To specify the length of the billing period, select one of the following:

         • Monthly: Bill the customer every month.
         • Yearly: Bill the customer every year.
         • Custom: Bill the customer at a custom interval.
           To define a custom billing period length: In the Select period dropdown, select Days, Weeks, or Months. In the Number field, enter the corresponding number of days, weeks, or months.

      3. In the Frequency section, to specify how often the billing period recurs, select one of the following:

         • Reoccurs until canceled: Billing recurs until the subscription is canceled.
         • Limited to: Billing recurs for a specified number of occurrences.

      4. Press Save.

      Customize the details of a pricing plan

      Use this option to configure a custom plan name, currency, or plan type for this order.

      1. Press Plan info.

      2. In the Name field, enter a name to display on receipts and invoices.

      3. In the Currency dropdown, enter the currency to use for this order.

      4. Under Type, select one of the following:

         • Change the plan to a trial only plan: Select Trial only.
         • Change the plan to recurring plan: Select Subscription.
         • Change the plan to a non-recurring order: Select One-time.
      Customize metered billing

      Use this option to configure custom metered billing based on usage for this order.

      This option is only available for metered billing plans that are billed in arrears (postpaid). To activate metered billing, enable postpaid settings: Press Billing timing, then select Postpaid.

      1. Press Activate metered billing.
      2. In the Metered billing strategy dropdown, select on of the following:
         • Accumulate the usage and report the total: select Sum of reported usage.
         • Report every usage: Select this strategy to Last reported usage.
      3. In the Minimum quality field, enter the minimum quantity to charge at the end of a service period regardless of reported usage.
      4. In the Maximum quality field, enter the maximum quantity to charge at the end of a service period regardless of reported usage.
      Customize billing timing

      Use this option to configure custom billing timing for this order.

      1. Select one of the following:
         • Specify that payments must be paid in advance: Select Prepaid.
         • Specify that payments must be paid at the end of the billing cycle: Select Postpaid.
      2. In the Service period anchor section, to set date when the service period renews, select Activate service anchor shift and specify a date.
         The start date and service period anchor date determine when the service period starts and ends.
      3. In the Timing section, to set the date when the invoice is issued and when payment is due, select from the following: - Specify when the invoice is issued: Select Activate issued time shift: and specify when to issue the invoice in relation to the service period anchor date. - Specify when the invoice is due: Select Activate due time shift and specify when the invoice is due in relation to the date when the invoice is issued.
      Customize trial and setup settings

      Use this option to configure custom trial or setup settings for this order.

      1. Press Trial and setup.
      2. In the Trial section, to configure a custom trial period, select Activate trial, then specify the trial period length and total price. For a free trial, in the Trial price field, enter 0.
      3. In the Setup section, to configure a custom setup fee, select Activate setup, then specify the setup fee amount.

   2. Press Save.

8. In the Payment preferences section, select from the following:

   Automatically collect payment at the invoice due time

   In the AutoPay section, select On.

   Specify trial settings

   • To specify that the order is non-recurring and is complete after the trial period ends: In the Trial section, select Trial only, and enter the end date of the trial.
     Note: A trial can be configured when no trial is defined in the related pricing plan.
   • To override the trial period length of the related pricing plan, select Override trial settings. For example, use this setting to provide a longer or shorter trial period than the one defined in the related pricing plan, or to create a trial if the related plan has no trial.
   Select a default payment instrument to use to collect payments for the order

   In the Default payment instrument section, select a payment instrument and enter the details.
   Note: A default payment instrument takes precedence over the customer's primary payment instrument.

   Apply one or more coupons to the order

   In the Coupon section, select coupons. For more information, see Coupons.

   Specify when the pending order is automatically abandoned, if the customer does not activate it

   In the Abandon time section, select an option.

   Specify the length of time after which the subscription is canceled if it is not paid

   1. In the Delinquency period section, select the Activate delinquency period checkbox.
   2. Specify the length of time after which the subscription is canceled if it is not paid.

9. In the Shipping section, select from the following:

   To access shipping settings, the related product must have associated shipping settings configured. For more information, see Products and pricing and Shipping

   • To dynamically calculate shipping costs based on your configured shipping rate settings: Select Rebilly.
   • To manually specify the shipping costs for the order: Select Manual.

10. In the Timing section, select from the following:

    Specify when the order starts

    In the Start date section, select one of the following:

    • To start the order immediately, select Now.
    • To start the order at specific date, select Specific date.
    Specify when the order renews

    In the Renewal section, select one of the following:

    • To renew the order at the end of the service period, select At the end of the service period.
    • To renew the order at a specific date, select Specific date.
    Specify when the service period renews and invoices are prepared

    In the Service anchor date section, select Activate service anchor shift and select a date.

11. In the Invoice time shift section, select from the following:

    Specify or adjust when the invoice is issued

    Select Activate issued time shift and select a date and time.

    Specify or adjust when the invoice is due:

    Select Activate due time shift and select a date and time.

12. Optionally, to add information or notes to display on the customer's invoice, in the Notes section, enter details.

13. At the bottom of the screen, press Save order.

Create a credit memo

Use this process to create a credit memo. A credit memo is a record that describes a certain amount that is owed to a customer. A common use case for using a credit memo is to provide a customer with store credit, rather than a refund, if the customer pays more than they owe or returns a product.

1. Log in to Rebilly.
2. In the left navigation bar, press Data tables, then press Customers.
3. In the Credit memo information section, complete the following:
   1. In the Name column, press a customer's name.
   2. In the right of the screen, press , then press Create credit memo.
   3. In the Description field, enter a description of the credit memo.
   4. In the Reason field, enter the reason for the credit memo.
4. Optionally, to create a credit memo from a specific invoice:
   1. In the Invoice information section, select the Create credit memo from a specific invoice checkbox.
   2. In the Invoice field, select an invoice.
   3. Optionally, to view the invoice, press View invoice details.
5. In the Credit memo items section, complete the following:
   1. In the Currency field, select a currency.
   2. In the Shipping amount field, enter the shipping amount.
6. In the Credit memo items section, enter the following:
   • In the Unity price field, enter the unit price of the credit memo item.
   • In the Quantity field, enter the quantity of units.
   • In the Tax amount field, enter the total amount of tax.
   • In the Tax description field, enter a description of the tax.
   • In the Description field, enter a general description for the credit memo item.
   • In the Invoice item field, select an invoice item.
   • In the Product field, select a product.
   • In the Plan field, select a plan.
     Optionally, to add more items to the credit memo, press Add another credit memo item.
7. Press Create credit memo.

For more information, see Allocate a credit memo to an upcoming invoice, and Edit a credit memo.

Create a quote

Use this process to create a quote. A quote is a pricing estimate for requested goods or services and can help facilitate negotiation before creating an order. Customers can approve or reject a quote. If approved, depending on which quote acceptance conditions are defined and fulfilled, a new order is created based on the quote. A quote has an expiration date. Merchants can also recall or cancel an issued quote.

1. Log in to Rebilly.
2. In the left navigation bar, press Data tables, then press Customers.
3. In the Name column, press a customer's name.
4. In the right of the screen, press , then press Create quote.
5. In the Website field, select a website to associate with the quote.
6. In the Products and plans section, select products and plans to add to the quote.
7. In the Quote details section, enter the following:
   • The expiration date of the quote.
   • A URL to redirect the customer to when a quote is accepted or rejected.
   • Apply any coupons to the quote.
8. Optionally, to specify that payment for related subscriptions must occur automatically, in the AutoPay section, select the Enable autopay checkbox.
9. In the Acceptance section, specify the condition that must be fulfilled for the quote to be accepted. Select from the following:
   • Payment: To accept the quote, the customer must pay the full amount of the quote.
   • Customer: Payment is not required to accept the quote.
10. Optionally, to display payment terms to the customer: In the Payment terms & signature section, enter terms.
11. Optionally, to display a signature line on the printed quote: Select to Include a signature line, then enter a signatory name to print on the signature line.
12. Press Save quote.

Generate and share a billing portal URL

Use this process to generate and share billing portal links. Customers use billing portals to add new payment cards or update their address in advance of a renewal. This process creates a unique link can be shared by email or in live chat.

1. Log in to Rebilly.
2. In the navigation bar, press Data tables, then press Customers.
3. In the Name column, press a customer's name.
4. In the right of the screen, press , then press Generate billing portal link.
5. Select a billing portal, then press Generate link.
6. Copy the URL and share it with the customer.

Manage a customer's payment instruments

Use this process to manage a customer's payment instruments.

1. Log in to Rebilly.
2. In the left navigation bar, press Data tables, then press Customers.
3. In the Name column, press a customers name.
4. In the top right of the screen, under Payment instruments, press the active payment instrument.
5. In the Manage payment instruments dropdown, select from the following:
   • Add a new payment instrument: Press Add new.
   • Set a default payment instrument: Locate the payment instrument, then press Set as primary.
   • Set a back up payment instrument: Locate the payment instrument, then select the Use as backup checkbox.
   • Deactivate the payment instrument: Locate the payment instrument, then press Deactivate.
   • Update the expiration date of the payment instrument: Locate the payment instrument, then press Update exp.
   • Edit the address associated with the payment instrument: Locate the payment instrument, then press Edit address.
   • Update the associated sticky gateway: Locate the payment instrument, then press Update sticky gateway.
   • Copy the fingerprint associated with the payment instrument: Locate the payment instrument, then press Copy fingerprint.

Manage customer tax ID numbers

Use this process to manage customer tax ID numbers.

Redeem a coupon

Use this process to apply coupons to a customers account.

1. Log in to Rebilly.
2. In the left navigation bar, press Data tables, then press Customers.
3. In the Name column, press a customer's name.
4. In the right of the screen, press , then press Redeem coupons.
5. Select one or more coupons.
6. Optionally, notify the customer by email that coupons were redeemed, select Send email to customer.
7. Press Redeem.

Refund transactions

Use this process to refund a single transaction or refund multiple transactions.

When you refund a transaction:

• A new transaction is created with type refund or void.
• The original transaction status changes from completed to partially-refunded, refunded or voided.
• The refund is displayed in the Timeline section.

For more information on transaction statuses, see Transactions.

Refund a single transaction

1. Log in to Rebilly.

2. In the left navigation bar, press Data tables.

3. Press Customers and select a customer.

4. Select one of the following:

   Refund from the payments section

   1. Turn on the Display segments toggle to activate segments.
   2. Press Payments, then press Sales.
   3. In the ID column, select the transaction.
   4. Press Refund, select an amount, then press Apply.
   Refund from the Timeline section

   1. In the Timeline section, locate the transaction and select it.
   2. Press Refund, select an amount, then press Apply.

Refund multiple transactions

1. Log in to Rebilly.
2. In the left navigation bar, press Data tables, then press Customers.
3. In the Name column, press a customer.
4. Turn on the Display segments toggle to activate segments.
5. Press Payments, then press Sales.
6. Select the checkbox on the left of each transaction.
7. Press Refund selected items.

Request deposit

Use this process to create a request deposit link. When the customer opens this link, a hosted deposit form is displayed with amounts that are configured based on your deposit strategies.

1. In the left navigation bar, press Data tables, press Leads or Customers, then select a customer.
2. In the right of the screen, press , then press Request deposit.
3. In the Currency dropdown, select a currency for the request.
4. In the Website dropdown, select the website from which the deposit is requested.
5. Optionally, to apply a specific strategy for the request, select the Select deposit strategy checkbox and choose a strategy from the Deposit strategy dropdown. This option is displayed if one or more strategies exist.
6. Optionally, to present fixed amounts in the deposit request and not use deposit strategies: In the Amounts section, press Add amount, then define amounts. If you want to use deposit strategies, do not add values to the Amounts section.
7. In the Custom amounts section, select from the following options:
   • Based on strategy: Deposit request uses the custom amounts from the matching strategy. This is the default option.
   • Deny: Deposit request does not present custom amounts to the customer.
   • Allow: Deposit request presents custom amounts to the customer.
8. Optionally, to add more form fields to the deposit request, in the Custom properties section, press Use a custom property set and choose a custom property set from the dropdown. This option is displayed if one or more custom property sets exist.
9. Optionally, to specify minimum and maximum amounts for the deposit request:
   1. In the Amount limits section, select the Set amount limits checkbox.
   2. In the Minimum amount field, enter the minimum allowed amount for the deposit.
   3. In the Maximum amount field, enter the maximum allowed amount for the deposit.
10. In the Redirect URL field, define the web page where the customer is sent after they complete a deposit. If this field is empty, the field defaults to the website URL.
11. In the Expiration date field, set a date from which the request is no longer available to the customer. If no date is selected, the value is +1 hour from creation time.
12. Press Generate link, then share the deposit link with the customer.

Request a payout

To create a payout request on behalf of a customer and to share a payment link, see Request a payout.

Send a payout

Use this process to pay your vendors or customers. A payout creates a credit transaction. For more information, see Transactions.

1. Log in to Rebilly.
2. In the left navigation bar, press Data tables, then press Customers.
3. In the Name column, press a customer's name.
4. In the right of the screen, press , then press Send payout.
5. In the Amount field, enter the amount you want to pay.
6. In the Currency dropdown, select the currency you want to pay in.
7. In the Request ID field, enter a unique ID for the payout.
8. In the Description field, enter a description for the payout.
9. Press Submit.

Set up a payment instrument

Use process to create a URL where the customer can set up a new payment instrument. This process is useful when a customer needs to add a new payment instrument to their account.

1. Log in to Rebilly.
2. In the left navigation bar, press Data tables, then press Customers.
3. In the Name column, press a customer's name.
4. In the right of the screen, press , then press Set up payment instrument.
5. Select a currency for the payment instrument, then press Submit.
6. To copy the URL, press .
7. Share the URL with the customer.

View or cancel active subscriptions

Use this process to view or cancel active customer subscriptions. For more information on how to manage billing subscriptions, see Billing interactions.

1. Log in to Rebilly.
2. In the navigation bar, press Data tables, then press Customers.
3. In the Name column, press a customer's name.
4. In the right of the screen, in the Active subscriptions section, press , then press View or Cancel subscription.