# Customer billing

> Charge customers, invoice once-off fees, pay or credit their accounts, add your own recurring services and check transactions.

- URL: https://kb.voipcloud.online/au/partners/customer-billing/
- Section: Partners › All partners
- Type: guide
- Applies to: All countries
- Last reviewed: 2026-11-09

You can bill your customers directly from the partner portal: add charges, raise invoices, pay invoices on their behalf, move credit and add recurring services of your own.

## Before you start

- Most billing tasks start from **Customers**: select the customer, then use the tabs in the right panel (**Details**, **Subscriptions**, **Account Balance**, **DIDs**, **Call Plans**, **Payment Accounts**, **History** and more).
- For how prepaid and postpaid accounts are billed, see [Prepaid and postpaid](https://kb.voipcloud.online/au/billing/prepaid-and-postpaid/). For card and direct debit top-ups, see [Automatic payments](https://kb.voipcloud.online/au/billing/automatic-payments/).

## Charge a once-off fee to a customer's balance

Use this for fees such as out-of-hours work or a consultation.

1. Go to **Customers** and select the customer.
2. Open the **Account Balance** tab and click **Add charges**.
3. Enter a **Description** and the **Amount**, then click **Save**.

The charge moves credit from the customer's account to your reseller account.

## Invoice a once-off service or setup fee

1. Go to **Invoices** › **Customer invoices** and click **Add**.
2. Choose the **Customer** and set the **Due Date**.
3. From **Available Products** on the right, drag the **Service/setup** item to **Attached Products**.
4. Change the line's **Description** to the reason for the fee.
5. Change the line's **Sell Price** to the amount to charge.
6. Click **Create**.
7. To send it, select the invoice and click **Email Invoice** (or **Email invoice with a usage report**) in the details panel.

The customer now sees the invoice as an open invoice in their customer portal.

## Pay a customer's invoice with their stored payment method

Do this only when the customer has given you permission to charge their card or account on file.

1. Go to **Invoices** › **Customer invoices** and select the invoice.
2. Click **Pay this Invoice**.
3. Check **Amount to pay**. You can pay the full amount or part of it.
4. Choose **Pay with Primary Payment Method**.

## Close an invoice the customer paid to you directly

If the customer paid you outside the portal, pay their open invoice from your own balance.

1. Go to **Invoices** › **Customer invoices** and select the invoice.
2. Click **Pay this Invoice**.
3. Choose **Pay using reseller account balance**.

## Add credit to a customer's balance from your balance

1. Go to **Customers** and select the customer.
2. Open the **Account Balance** tab and click **Add credits**.
3. Enter a **Description** and the **Amount**, then click **Save**.

Where the credit comes from depends on your partner type:

- **Channel partners:** your available commission.
- **White-label partners:** your reseller balance.

## Check for payment method failures

Automatic payments can fail, for example when a credit card expires.

1. Go to **Customers** and select the customer.
2. Open the **Payment Accounts** tab.
3. Check the number of failures listed against each payment method.

Ask the customer to update a failing payment method before their account is suspended.

## Charge a recurring service you supply yourself

You can bill customers for your own recurring services, such as a monthly support fee. First create the service, then subscribe customers to it.

1. Go to **Services** › **My services** and click **Add**.
2. On the **Details** tab, enter the **Service name**, **Description**, **Fee Amount** and **Execution Rule** (for example, monthly on a set day). Set the other fields, such as **Activation Fee** or **Minimum term (months)**, if you need them.
3. Click **Create**.
4. Select the new service and open its **Subscriptions** tab.
5. Find the customer and drag them to **Subscribed Customers**.

## Check a customer's transactions and commission

1. Go to **Customers** and select the customer.
2. Open the **Account Balance** tab.
3. Choose the date range.

You'll see:

- each transaction in the period, with **Debit**, **Credit**, **Balance** and your **Commission**;
- a **Balance summary** (opening and closing balance, payments, services, calls, SMS, adjustments and security deposit);
- a **Call traffic summary** and an **SMS traffic summary**, each with the commission for the period.

## Check it works

- After adding a charge or credit, the change shows on the customer's **Account Balance** tab.
- A paid invoice no longer shows as open in the customer's portal.

## Next steps

- [Customer account settings](https://kb.voipcloud.online/au/partners/customer-account-settings/): invoicing, automatic payments, credit limit and notifications for each customer.
- [Call plans and rates](https://kb.voipcloud.online/au/partners/call-plans-and-rates/)
- [Orders and hardware](https://kb.voipcloud.online/au/partners/orders-and-hardware/): invoice hardware and track deliveries.
- [Commissions and payouts](https://kb.voipcloud.online/au/partners/channel/commissions-and-payouts/) (channel partners)
- [Account overview boxes](https://kb.voipcloud.online/au/partners/whitelabel/account-overview-boxes/) (white-label partners)