Rebilling, Reselling, and Wallets Explained

Modified on Fri, 22 Aug at 3:02 AM

What is Rebilling, Reselling, and Wallets?

Unlike other platforms, the software only charges you for what you use. Other platforms will charge you for a bucket of usage, which is easy to underutilize, or if you over-utilize it, you may incur additional charges. The software is different; you only pay for what you use. Some of these charges are fractions of a cent. Utilizing a wallet is the next logical step in billing. Let’s review what each one of these means below — don’t worry if you aren’t sure, as we review more below it will make more sense.

Wallet – is a pre-loaded amount of money credits added into a virtual wallet. This charges the card on file. When your account uses platform services like Email, Phone, and AI, it deducts the usage amount from the wallet. When the wallet is empty or drops below a minimum amount, the card on file is charged a set amount. We explain this process in detail below.

Rebilling – As your account uses platform services like Email, Phone, AI, and more, you are charged the software price to your wallet. However, you can enable rebilling to charge the software price to your account, allowing you to recover costs or even make a profit. Rebilling features are unlocked on the $297 or the $497 plan. We review this in detail below.

Reselling – Similar to rebilling, reselling allows you to offer services like Yext, WordPress, WhatsApp, Conversation AI, or similar products to your accounts at a marked-up price. This allows users to create an additional revenue stream while providing greater retention and value to their customers. We explain this in detail below.

How “Wallet” Works

When the company activates any platform service, a wallet is established in their billing system. Initially, the company's card on file is charged for platform charges, and this amount is then transferred into the company wallet. As the company or any of its accounts utilize any platform service, the wallet balance decreases accordingly. If the wallet balance falls below a predefined threshold, it will automatically reload by charging the company's card again, replenishing the wallet. This cycle continues as long as the company continues to use any platform service.

The company wallet will always be charged for all platform service usage. To recover costs, companies can enable rebilling. When rebilling is enabled, the company Stripe is added and will charge the account card to pre-load the account wallet. The account user will need to add a valid card to begin. After proper setup, the platform services account usage will be deducted from the company wallet, then it will be deducted from the account wallet. All company Stripe charges to the account card belong to the company and will be added to the company Stripe.

When wallets drop below a minimum threshold, the card will be charged to pre-load the amount in credits to the wallets to continue service. If the wallet balance hits zero, services may be interrupted or stopped.

Important Facts about Wallets:

Wallets are pre-loaded, meaning an upfront amount is charged to the card, and then the platform service usage is deducted from the wallet.
When the wallet has a minimum amount, the card is charged to reload the wallet. Checkout the article on Wallet - Auto Recharge, Smart Adjustment and Cancellation for more details.
The platform always charges the company wallet for account usage. However, with rebilling or reselling enabled, the company will automatically charge the account to recover these costs.
Depending on settings, the company may choose to mark up the platform price to charge the account a marked-up price.
Usage will always charge the company wallet for account usage. The company Stripe will never charge an account wallet or card directly—the company Stripe is responsible and will charge the account if rebilling or reselling is enabled.
All company Stripe charges to the account card belong to the company and will be added to the company Stripe.
If payment fails via one card, all the previously used/added cards will be checked to deduct the money to trigger a successful auto-recharge. Company owners can manage customers and remove previous cards from the customer object in your company Stripe account. Go to https://dashboard.stripe.com/customers and select the customer, then remove.
See all platform prices and additional services explained in our platform pricing guide.

Wallet FAQs

How to update my company wallet or payment method?
How to update the account wallet or payment method?
What is deducted from the wallet? What is charged to the card only?
What about Stripe fees for the company Stripe?
Why is the wallet not reloading? Wallet reload failures.
What if the wallet hits $00.00 or goes negative?
How do I enable or use one of these services?

See all platform prices and additional services explained in our platform pricing guide.

How “Rebilling” Works

Now let’s review the details of rebilling. We have three scenarios for rebilling that we will explain below to help you understand the difference between the options available to companies.

Scenario 1: No Rebilling Enabled

If no rebilling is enabled, only the company wallet is charged for account platform services. If the wallet is empty or drops below a minimum, the platform will charge the company card on file a set amount. This amount is added to the company wallet. As accounts use platform services, it reduces credits until a reload is required.

Wallets are pre-loaded when the first platform service is enabled. Platform services deduct from the wallet credits as platform services are used. When the wallet drops below the minimum amount, the wallet is reloaded to continue services. Edit company wallet settings like minimum balance to trigger reload, the reload amount, or card information within your company view > settings > company billing.

Scenario 2: Rebilling without Markup

Available only on the $297 and $497 plans.

If rebilling without markup is enabled on an account, the company will charge the account based on its usage. It’s important to note, the company is always charged by the platform. With rebilling without markup enabled, this same amount is charged to the client. So the flow is: the account uses a platform service, the platform bills the company, and then the company will bill the account to recover costs. We also added the account wallet, which functions like the company wallet.

Setup: Rebilling WITHOUT Markup

Navigate into the company view account section, search, and locate the account. Click the three dots in the bottom right of the account card (as seen in the image below), then select "Switch to SaaS."

Prerequisite: you will need to add your company Stripe if you have not already. Learn how to add your company Stripe here.

After the account has a valid card added with account company billing, you can navigate into the company view accounts section, search and locate the account, manage, and then scroll down to enable the feature.

Scenario 3: Rebilling with Company Markup
Available on the $497 plan only.

When rebilling with company markup is enabled on an account, the company is not only rebilling the platform price charged to the company. The company is also making a profit from this usage by marking up the price.

When an account uses a platform service, it will charge the company wallet. If the company wallet is empty or drops below a minimum amount, the company card will be charged. Then the system will attempt to charge the account wallet at the marked-up company price. If the account wallet is empty or below the minimum amount, the company Stripe (not the platform) will charge the account card to reload the account wallet to continue usage.

Edit account wallet settings by visiting the account view > settings > company billing.

Setup: Rebilling with Company Markup

New Accounts Created with SaaS Configurator ($497 Plan Only)

To set up and use rebilling from all newly created SaaS configurator accounts… From your company view, select the SaaS configurator. Then select the plan you want to add or edit. You will see rebilling options that are part of the rebilling SaaS mode feature. This means new accounts created by the SaaS mode will have rebilling with a markup enabled by default. Learn more about SaaS mode here.

Prerequisite: You will need to add your company Stripe if you have not already. Learn how to add your company Stripe here.

*Available on the $497 plan only.

Existing Accounts: Enabling Rebilling

Alternatively, you can manually turn on rebilling for a specific or existing account from the company view, select “manage” on the specific account, and then enable SaaS mode. Only after a card is successfully added to the account will rebilling begin.

Only after a valid card is added will you be able to enable and edit rebilling or markup.

How “Reselling” (Re-Sell) Works
Reselling enables companies to offer unique services that add value to accounts. These are additional services and can even be resold to clients to make the money back or even a profit for companies. We will review a way to direct deploy the service, which will charge the company card only.

Option 1: Direct Deployment

Some companies may want to skip rebilling and include the service as part of the package instead of billing it separately. Or maybe you want to enable it for your own account you use to run your business. To skip the reselling and charge the company card only, you can directly deploy the service. When you do this, we charge your company card on file only. No charge is made to the account.

Option 2: Reselling (with or without markup)
If you desire to recover the cost and even markup the price of a reselling service, you can offer the service to the account, enabling them to purchase the service within their account.

In this scenario, the platform price is charged to the company card. Then the company Stripe charges the company price to the account for the service. This is most often a recurring subscription, meaning this payment will recur every payment period, such as a month.

You can choose to markup the price or not, as shown above. WhatsApp at the bottom of the image is charged the platform price of $10/month to the company. However, with reselling enabled, your account will be charged every month for the same or marked-up amount, recovering costs or providing a monthly profit.

Setup: Company View Reselling

For example, to set up and see reselling options for WhatsApp… From the company view, select “Reselling.” From here, you can see all of the reselling options. We have both core services and marketplace apps available for resell.

Prerequisite: You will need to add your company Stripe if you have not already. Learn how to add your company Stripe here.

From here, we can edit the company price (your price), see the platform price, and then see the profit gained (if any) per period.

From within the account view, the client will have the option to buy the service at the company price.

Account Wallet Usage Notifications

How to use

Access Configuration: Go to Account View -> Billing -> Notifications -> Wallet.
Set Usage Thresholds
Enable the feature if not already enabled. > Click Add a condition to set your threshold and select the notification frequency. *Optionally, add emails of admins/users for notifications; the owner will be notified by default.
Receive Notifications: If a account exceeds the threshold, you'll receive one email for that account on the same day!

Why Use Company Wallet Notifications

This feature helps companies monitor high transaction amounts by their accounts, reducing unexpected charges and refund requests by keeping a threshold amount as per their requirements.

Threshold Configuration: Companies can now set notification thresholds for wallet usage by their accounts.
Email Notifications: Company owners & specified emails will be notified via email when their configured usage limit is exceeded.
Retrospective Usage Calculation: Notifications will consider usage from the beginning of the selected period (daily, weekly, bi-weekly, monthly).
Reduced Notification Spam: Only one notification per account will be sent each day to minimize email clutter.

FAQs

How to Update My Company Wallet or Payment Method?
As the company owner, you can update your company wallet in the company view > settings > billing section. From here, you can edit the reload amount and the minimum threshold that triggers the reload.

How to Update the Account Wallet or Payment Method?
After rebilling is enabled by the company, the account owner will be prompted to add a valid card. After a valid card is added, all platform services used by the account will be charged to the company wallet—then with rebilling enabled, the account wallet will be charged as well.

Account owners can update their account wallet settings in the account view > settings > company billing section.

What is deducted from the wallet? What is charged to the card only?
Any of the rebilling services that are usage-based are deducted from the wallet. The card on file will be charged if the card is below the minimum balance. For example, platform services like Phone, Email, AI, WhatsApp Conversations, and more are deducted from the wallet based on the platform price and service usage.

However, monthly fees or services like WhatsApp Subscription, Yext, WordPress Hosting, and other reselling options are charged directly to the card on file.

What about Stripe fees for the company Stripe?
Per Stripe, all charges made by the company Stripe are subject to Stripe payment processing fees. Please refer to Stripe Pricing and Stripe Support for payment processing charges.

Why is the wallet not reloading? Wallet reload failures.
If your company or account card on file is not reloading, you will need to reach out to your Stripe or bank, as there are many possible issues. Most commonly, the address or information provided was wrong, or the bank flagged it for some reason. For issues adding a card or failed payments, reaching out to Stripe Support and asking the client to check in with their bank are the next best steps.

If payment fails via one card, then all the previously used/added cards will be checked to deduct the money to trigger a successful auto-recharge. Company owners can manage customers and remove previous cards from the customer object in your company Stripe account. Go to https://dashboard.stripe.com/customers and select the customer, then remove.

If one of your accounts is having issues with failed payments or adding a card, check your company Stripe for the reason and visit Stripe Support. You may also find it helpful to ask the customer to reach out to their bank for issues on their end—which can be a common solution to payment issues for company Stripe.

What if the wallet hits $00.00 or goes negative?
Platform services will be temporarily halted if the wallet goes negative. A successful payment is required to reload the wallet to begin services. Please refer to Stripe Pricing and Stripe Support for payment processing issues or concerns.

You may also find it helpful to ask the customer to reach out to their bank for issues on their end—which can be a common solution to payment issues for company Stripe.