# Manage customer payments and billing

This topic describes how to manage customer payments and billing.

To view customer payments or billing information, see [Payments](/docs/data-tables/manage-payments) or [Billing](/docs/data-tables/manage-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](https://app-sandbox.rebilly.com/login) to Rebilly.
2. In the left navigation bar, press , 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](#manage-a-customers-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](https://app-sandbox.rebilly.com/login) to Rebilly.
2. In the left navigation bar, press , 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.

To create a subscription or one-time order, you must have a product and pricing plan, and a payment gateway configured. For more information, see [Create a product and pricing plan](/docs/settings/products-and-pricing) and [Set up a payment gateway](/docs/settings/set-up-a-gateway).

1. [Log in](https://app-sandbox.rebilly.com/login) to Rebilly.
2. In the left navigation bar, press , 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 pricingUse 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 settingsUse 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 planUse 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 billingUse 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 timingUse 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 settingsUse 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 timeIn 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 orderIn 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 orderIn the **Coupon** section, select coupons. For more information, see [Coupons](/docs/settings/coupons-and-discounts).
Specify when the pending order is automatically abandoned, if the customer does not activate itIn 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](/docs/settings/products-and-pricing) and [Shipping](/docs/settings/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 startsIn 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 renewsIn 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 preparedIn 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 issuedSelect **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

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. To create a credit memo, see [Create a credit memo](/docs/data-tables/manage-credit-memos#create-a-credit-memo). For more information on credit memos, see [Credit memos](/docs/data-tables/manage-credit-memos).

## 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.

Note
For more information on quotes, see [Quotes](/docs/data-tables/manage-billing#quotes).

1. [Log in](https://app-sandbox.rebilly.com/login) to Rebilly.
2. In the left navigation bar, press , 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](https://app-sandbox.rebilly.com/login) to Rebilly.
2. In the navigation bar, press , 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](https://app-sandbox.rebilly.com/login) to Rebilly.
2. In the left navigation bar, press , 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](/docs/settings/gateway-routing#sticky-gateway-accounts): 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.

Important
You must create coupons before they can be redeemed. For more information, see [Coupons & discounts](/docs/settings/coupons-and-discounts).

1. [Log in](https://app-sandbox.rebilly.com/login) to Rebilly.
2. In the left navigation bar, press , 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](#refund-a-single-transaction) or [refund multiple transactions](#refund-multiple-transactions).

Note
If you issue a refund before funds are withdrawn from a customers account, the original transaction status will be set to: `voided`.

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](/docs/dev-docs/transactions).

### Refund a single transaction

1. [Log in](https://app-sandbox.rebilly.com/login) to Rebilly.
2. In the left navigation bar, press .
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](https://app-sandbox.rebilly.com/login) to Rebilly.
2. In the left navigation bar, press , 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 a payout 

To create a payout request on behalf of a customer and to share a payment link, see [Request a payout](/docs/data-tables/manage-payout-requests#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](/docs/dev-docs/transactions).

Important
- Before you send a payout, ensure that your payment gateway has this functionality activated on your account.
Depending on your provider, you may need to request this through support.
- Payouts cannot be reversed.
Before you send a payout, ensure that the payee and amount are correct.
- Do not use payouts in place of a refund, there may be tax reporting requirements.
Refunds are related to the original transaction.
For more information, see [Refund transactions](#refund-transactions).


1. [Log in](https://app-sandbox.rebilly.com/login) to Rebilly.
2. In the left navigation bar, press , 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.

To add a payment instrument on behalf of a customer, see [Add a payment instrument to a customer's account](#add-a-payment-instrument-to-a-customers-account).

1. [Log in](https://app-sandbox.rebilly.com/login) to Rebilly.
2. In the left navigation bar, press , 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, see [Billing](/docs/data-tables/manage-billing).

1. [Log in](https://app-sandbox.rebilly.com/login) to Rebilly.
2. In the navigation bar, press , 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**.