Giving credits to customers

Sometimes we might want to offer a customer one time credits to cover an upcoming invoice, for example when accommodating a trial for a new product or offering compensation for a recent incident. Here’s how to do that.

• Go to Billing Admin → Credits
• Click Add Credit at the top right.
• Click Add credit at the top right.
  • Select the customer from dropdown or search
  • Enter the total credit amount.
  • choose from the following options for reason:
    • First Big Bill
    • Unwanted Spike
    • Trial Accommodation
    • Promo Credit
    • Incident Credit
    • Bug Credit
    • Other
  • Add any internal notes for context in Notes section.
  • Include a link to a related Slack message, Zendesk ticket, or internal discussion in reference link field
• Click Save and the credit will automatically be added to the customer’s balance in Stripe and applied to their next invoice.

Things to keep in mind

• Credits only apply to upcoming invoices.
• If you’re trying to adjust a completed invoice, this should be handled as a refund instead.
• Always include enough context in your notes or reference link so others understand why the credit was given.