To charge the client for Twilio and Email rebilling, the system uses their wallet. The agency owner/ client recharges their wallet using the client's credit card which adds messaging credits to the location wallet.
5 min read1,081 words9 explained imagesUpdated Thu, 5 Mar at 3:49 AM
Assistants need to reach this page over the internet. While it is only running on your machine, these two buttons will not be able to load it.
Each image has a one line explanation. Switch to full detail for the step it belongs to, the fields and buttons involved, examples and the whole procedure.
To charge the client for Twilio and Email rebilling, the system uses their wallet. The agency owner/ client recharges their wallet using the client's credit card which adds messaging credits to the location wallet. Each time a message/ email is sent, call is made, or a phone number is purchased, the wallet credits are debited.
Please Note:
Some charges in the wallet may appear after 6 - 24 hours.
The wallet is recharged when it reaches the minimum balance set in the Company Billing settings. The client's card is attached to the wallet for all charges. The wallet can also be recharged with complimentary (free) monthly/ one-time credits.
Now, each time a message is sent, Twilio / Mailgun will charge the agency, and the system will charge the client's wallet based on rebilling settings. So for example the client sent 100 messages worth $10 and rebilling was set to 5x, the agency will be charged $10 by Twilio, and the client's wallet will be charged $50.
Please Note:
When the wallet is recharged, the client's card is charged and these charges are sent into the Agency's Stripe account. So the client is paying the agency for these wallet credits.
Where Can the Wallet Be Accessed From?
The wallet is found in the Sub Account Settings > Company Billing
Where Can the Wallet Be Accessed From? (image 1 of 9)What this shows The wallet is found in the Sub Account Settings > Company BillingWhat this showsIllustrates the "Where Can the Wallet Be Accessed From?" section of "SaaS Wallet Credit Management - Sub Account Level".This screenshot appears in the "Where Can the Wallet Be Accessed From?" section of "SaaS Wallet Credit Management - Sub Account Level". The text alongside this image reads: The wallet is found in the Sub Account Settings > Company Billing. The navigation path used here is Sub Account Settings > Company Billing. Immediately after, the guide continues: Added $100 to their Wallet Used $40 in Wallet credits Remaining Wallet balance = $60.Path: Sub Account Settings > Company BillingImage 1 of 9What this coversThe wallet is found in the Sub Account Settings > Company BillingNext stepAdded $100 to their Wallet Used $40 in Wallet credits Remaining Wallet balance = $60
Refunding Wallet Credits
Wallet credits and Stripe payments are related but not automatically synchronized after credits are spent.
If a client has:
Added $100 to their Wallet
Used $40 in Wallet credits
Remaining Wallet balance = $60
You cannot refund $100 in Stripe unless you first adjust the Wallet balance.
Only refund the amount that matches the remaining wallet balance. If you refund more than the wallet balance, you create a financial mismatch between Stripe and Wallet credits.
How to View the Wallet Transaction History?
You can view the wallet transaction history from Settings > Company Billing > Credits > See Details:
How to View the Wallet Transaction History? (image 2 of 9)What this shows You can view the wallet transaction history from Settings > Company Billing > Credits > See Details:What this showsIllustrates the "How to View the Wallet Transaction History?" section of "SaaS Wallet Credit Management - Sub Account Level".This screenshot appears in the "How to View the Wallet Transaction History?" section of "SaaS Wallet Credit Management - Sub Account Level". The text alongside this image reads: You can view the wallet transaction history from Settings > Company Billing > Credits > See Details. The navigation path used here is Settings > Company Billing > Credits > See Details. Immediately after, the guide continues: The wallet can be recharged in several ways.Path: Settings > Company Billing > Credits > See DetailsImage 2 of 9What this coversYou can view the wallet transaction history from Settings > Company Billing > Credits > See Details:Next stepThe wallet can be recharged in several ways.
How to Recharge Wallet?
The wallet can be recharged in several ways.
1. Auto Recharge Settings
In the Company Billing > Credits section, you can find the auto recharge settings with 2 options. The amount entered in the 'Auto Recharge with' field will be added to the wallet each time the balance is lower than the amount set in the 'when balance lower than' field.
1. Auto Recharge Settings (image 3 of 9)What this shows In the Company Billing > Credits section, you can find the auto recharge settings with 2 options.What this showsIllustrates the "1. Auto Recharge Settings" section of "SaaS Wallet Credit Management - Sub Account Level".This screenshot appears in the "1. Auto Recharge Settings" section of "SaaS Wallet Credit Management - Sub Account Level". The text alongside this image reads: In the Company Billing > Credits section, you can find the auto recharge settings with 2 options. The amount entered in the 'Auto Recharge with' field will be added to the wallet each time the balance is lower than the amount set in the 'when balance lower than' field. The navigation path used here is Company Billing > Credits. Immediately after, the guide continues: Using the 'Add Balance' button in Company Billing, you can recharge the client's wallet. This method will charge the client's primary card added in the Company Billing settings.Path: Company Billing > CreditsImage 3 of 9What this coversIn the Company Billing > Credits section, you can find the auto recharge settings with 2 options. The amount entered in the 'Auto Recharge with' field will be added to the wallet each time the balance is lower than the amount set in the 'when balance lower than' field.Next stepUsing the 'Add Balance' button in Company Billing, you can recharge the client's wallet. This method will charge the client's primary card added in the Company Billing settings
2. Charge Client's Card Manually (Add Balance)
Using the 'Add Balance' button in Company Billing, you can recharge the client's wallet. This method will charge the client's primary card added in the Company Billing settings
2. Charge Client's Card Manually (Add Balance) (image 4 of 9)What this shows Using the 'Add Balance' button in Company Billing, you can recharge the client's wallet.What this showsIllustrates the "2. Charge Client's Card Manually (Add Balance)" section of "SaaS Wallet Credit Management - Sub Account Level".This screenshot appears in the "2. Charge Client's Card Manually (Add Balance)" section of "SaaS Wallet Credit Management - Sub Account Level". The text alongside this image reads: Using the 'Add Balance' button in Company Billing, you can recharge the client's wallet. This method will charge the client's primary card added in the Company Billing settings. Immediately after, the guide continues: If the subaccount is on a SaaS Plan, you can set an amount of credits to be granted to the subaccount on monthly basis. These credits will be added to the client's wallet each month. These credits can be modified for each SaaS Plan from….Image 4 of 9What this coversUsing the 'Add Balance' button in Company Billing, you can recharge the client's wallet. This method will charge the client's primary card added in the Company Billing settingsNext stepIf the subaccount is on a SaaS Plan, you can set an amount of credits to be granted to the subaccount on monthly basis. These credits will be added to the client's wallet each month. These credits can be modified for each SaaS Plan from the SaaS Configurator.
3. Monthly Complimentary Credits
If the subaccount is on a SaaS Plan, you can set an amount of credits to be granted to the subaccount on monthly basis. These credits will be added to the client's wallet each month. These credits can be modified for each SaaS Plan from the SaaS Configurator.
Trial behavior (Complimentary Credits)
If your SaaS plan has a trial, the agency can choose to issue complimentary credits:
Immediately upon sign-up, or
Only after the trial ends using the “Add credits after trial period ends” toggle.
When enabled, no credits are issued until the trial converts. Recurring credits start at trial conversion and follow the billing cycle from that point forward. If rollover is enabled, it applies only after the first credit issuance.
Trial behavior (Complimentary Credits) (image 5 of 9)What this shows When enabled, no credits are issued until the trial converts.What this showsIllustrates the "Trial behavior (Complimentary Credits)" section of "SaaS Wallet Credit Management - Sub Account Level".This screenshot appears in the "Trial behavior (Complimentary Credits)" section of "SaaS Wallet Credit Management - Sub Account Level". The text alongside this image reads: When enabled, no credits are issued until the trial converts. Recurring credits start at trial conversion and follow the billing cycle from that point forward. If rollover is enabled, it applies only after the first credit issuance. This part of the guide covers 1 field, listed below. Immediately after, the guide continues: The amount for these credits can also be changed for each subaccount (which is on a SaaS Plan) individually. The individual settings can be accessed from Agency View > Accounts > View Details.Image 5 of 9What this coversWhen enabled, no credits are issued until the trial converts. Recurring credits start at trial conversion and follow the billing cycle from that point forward. If rollover is enabled, it applies only after the first credit issuance.
Fields in this part of the guideImmediately upon sign-up, or
Next stepThe amount for these credits can also be changed for each subaccount (which is on a SaaS Plan) individually. The individual settings can be accessed from Agency View > Accounts > View Details:All 2 steps in this procedure
Immediately upon sign-up, or
Only after the trial ends using the “Add credits after trial period ends” toggle.
The amount for these credits can also be changed for each subaccount (which is on a SaaS Plan) individually. The individual settings can be accessed from Agency View > Accounts > View Details:
Trial behavior (Complimentary Credits) (image 6 of 9)What this shows The amount for these credits can also be changed for each subaccount (which is on a SaaS Plan) individually.What this showsIllustrates the "Trial behavior (Complimentary Credits)" section of "SaaS Wallet Credit Management - Sub Account Level".This screenshot appears in the "Trial behavior (Complimentary Credits)" section of "SaaS Wallet Credit Management - Sub Account Level". The text alongside this image reads: The amount for these credits can also be changed for each subaccount (which is on a SaaS Plan) individually. The individual settings can be accessed from Agency View > Accounts > View Details. The navigation path used here is Agency View > Accounts > View Details. This part of the guide covers 1 field, listed below. Immediately after, the guide continues: In the Agency View > Accounts > View Details > Manage Credits, you can also add complimentary credits to the client's wallet directly. These credits are not charged to anyone. Once the client uses these credits to send out messages/….Path: Agency View > Accounts > View DetailsImage 6 of 9What this coversThe amount for these credits can also be changed for each subaccount (which is on a SaaS Plan) individually. The individual settings can be accessed from Agency View > Accounts > View Details:
Fields in this part of the guideImmediately upon sign-up, or
Next stepIn the Agency View > Accounts > View Details > Manage Credits, you can also add complimentary credits to the client's wallet directly. These credits are not charged to anyone. Once the client uses these credits to send out messages/ calls, then the agency owner is charged for those messages/ calls, but the client is not charged since these credits were given for free.All 2 steps in this procedure
Immediately upon sign-up, or
Only after the trial ends using the “Add credits after trial period ends” toggle.
4. Add Complimentary Credits from Agency View
In the Agency View > Accounts > View Details > Manage Credits, you can also add complimentary credits to the client's wallet directly. These credits are not charged to anyone. Once the client uses these credits to send out messages/ calls, then the agency owner is charged for those messages/ calls, but the client is not charged since these credits were given for free.
4. Add Complimentary Credits from Agency View (image 7 of 9)What this shows In the Agency View > Accounts > View Details > Manage Credits, you can also add complimentary credits to the client's wallet directly.What this showsIllustrates the "4. Add Complimentary Credits from Agency View" section of "SaaS Wallet Credit Management - Sub Account Level".This screenshot appears in the "4. Add Complimentary Credits from Agency View" section of "SaaS Wallet Credit Management - Sub Account Level". The text alongside this image reads: In the Agency View > Accounts > View Details > Manage Credits, you can also add complimentary credits to the client's wallet directly. These credits are not charged to anyone. Once the client uses these credits to send out messages/ calls, then the agency owner is charged for those messages/…. The navigation path used here is Agency View > Accounts > View Details > Manage Credits. Immediately after, the guide continues: If you refund the full original Stripe transaction after part of the wallet credits were already used: The wallet usage history remains. You may create negative balance or reconciliation issues. The platform does not automatically….Path: Agency View > Accounts > View Details > Manage CreditsImage 7 of 9What this coversIn the Agency View > Accounts > View Details > Manage Credits, you can also add complimentary credits to the client's wallet directly. These credits are not charged to anyone. Once the client uses these credits to send out messages/ calls, then the agency owner is charged for those messages/ calls, but the client is not charged since these credits were given for free.Next stepIf you refund the full original Stripe transaction after part of the wallet credits were already used: The wallet usage history remains. You may create negative balance or reconciliation issues. The platform does not automatically recalculate previously used wallet credits.
If you refund the full original Stripe transaction after part of the wallet credits were already used:
The wallet usage history remains.
You may create negative balance or reconciliation issues.
The platform does not automatically recalculate previously used wallet credits.
How to Remove Credits from the Wallet?
1. Complimentary Credits
These credits can be removed by using the 'Debit' option in the Agency View > Accounts > View Details > Manage Credits. The Debit option only removes the balance from the wallet, it does not refund the amount in Stripe, so if you want to remove original (non-complimentary) credits, you will need to follow an additional step mentioned in the next paragraph.
1. Complimentary Credits (image 8 of 9)What this shows These credits can be removed by using the 'Debit' option in the Agency View > Accounts > View Details > Manage Credits.What this showsIllustrates the "1. Complimentary Credits" section of "SaaS Wallet Credit Management - Sub Account Level".This screenshot appears in the "1. Complimentary Credits" section of "SaaS Wallet Credit Management - Sub Account Level". The text alongside this image reads: These credits can be removed by using the 'Debit' option in the Agency View > Accounts > View Details > Manage Credits. The Debit option only removes the balance from the wallet, it does not refund the amount in Stripe, so if you want to remove original (non-complimentary) credits, you will need…. The navigation path used here is Agency View > Accounts > View Details > Manage Credits. Immediately after, the guide continues: 1. Use the same 'Debit' option mentioned above.Path: Agency View > Accounts > View Details > Manage CreditsImage 8 of 9What this coversThese credits can be removed by using the 'Debit' option in the Agency View > Accounts > View Details > Manage Credits. The Debit option only removes the balance from the wallet, it does not refund the amount in Stripe, so if you want to remove original (non-complimentary) credits, you will need to follow an additional step mentioned in the next paragraph.Next step1. Use the same 'Debit' option mentioned above.
2. Non-Complimentary Credits
To remove these credits:
1. Use the same 'Debit' option mentioned above.
2. You will also need to issue a refund for these credits from your Stripe account by following the steps mentioned below.
How to Issue Refunds for Non-Complimentary Credits
1 Go to the Stripe account connected in your Agency Settings > Stripe
3 In the 'Payments' section for this customer, find the payment for the addition of credits and click the 'Refund payment' button against that payment
How to Issue Refunds for Non-Complimentary Credits (image 9 of 9)What this shows 3 In the 'Payments' section for this customer, find the payment for the addition of credits and click the 'Refund payment' button against…What this showsIllustrates the "How to Issue Refunds for Non-Complimentary Credits" section of "SaaS Wallet Credit Management - Sub Account Level".This screenshot appears in the "How to Issue Refunds for Non-Complimentary Credits" section of "SaaS Wallet Credit Management - Sub Account Level". The text alongside this image reads: 3 In the 'Payments' section for this customer, find the payment for the addition of credits and click the 'Refund payment' button against that payment. Immediately after, the guide continues: We will try to automatically charge the wallet a maximum of 7 times (7 attempts x 1 attempt/day).Image 9 of 9What to click3 In the 'Payments' section for this customer, find the payment for the addition of credits and click the 'Refund payment' button against that paymentNext stepWe will try to automatically charge the wallet a maximum of 7 times (7 attempts x 1 attempt/day).
We will try to automatically charge the wallet a maximum of 7 times (7 attempts x 1 attempt/day).
If all 7 attempts fail we will stop automatic retries.
We will notify the agency admins
We will notify the location admins
2. Agency Wallets (for ISV)
We will try to automatically charge the wallet a maximum of 12 times (3 days x 4 attempts/day).
If all 12 attempts fail we will stop automatic retries
We will notify the agency admins
Please Note:
We are making this change because repeated retries were causing the suspension of Stripe accounts. Once we give up manual retries, users will be able to recharge manually and that will reset our counter and automatic retries will start again.
Frequently asked questions
Where Can the Wallet Be Accessed From?
The wallet is found in the Sub Account Settings > Company Billing
How to View the Wallet Transaction History?
You can view the wallet transaction history from Settings > Company Billing > Credits > See Details:
