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Customer billing

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

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

Section titled “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. For card and direct debit top-ups, see Automatic payments.

Charge a once-off fee to a customer’s balance

Section titled “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

Section titled “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

Section titled “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

Section titled “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

Section titled “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

Section titled “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

Section titled “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

Section titled “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

Section titled “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

Section titled “Next steps”