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Billing FAQ

I have a question about my invoice. Who should I contact?

For questions related to billing, please contact our Billing Team at billing@incentivio.com

 

When am I billed for Incentivio services?

Brands will be charged for their Incentivio services during the first week of the month.
Please note: Subscription fees (Base Platform fees) are billed in advance (for the upcoming month) while usage fees (such as transaction and delivery fees) are billed retroactively (for the previous month.) Please refer to our guide on reading your Incentivio invoices for additional context: Reading an Incentivio Invoice

 

How do I pay for my monthly fees?

Brands can pay with a credit or debit card or by ACH with a bank account. You can easily change this directly in your Billing Portal account by navigating to Payment Methods.

 

I'm having trouble authenticating my bank account in Chargebee and want to pay by ACH.

We know some clients face issues when attempting to authenticate their bank account through Billing Portal. If you are having trouble, our billing team can assist you by manually adding this payment method.

Please contact our team at billing@incentivio.com. They will require your bank account number and routing number. After the account is added, you will receive two micro-deposits (less than $1 each) and must send the amount of each deposit to the Billing team, which will be used to verify your account manually.

 

Where can I view my monthly statements?

These can be viewed in your Billing Portal by navigating to the Billing History tab.
Please note: This will only show invoices since we began using our new Billing Portal. For invoices prior to this, please email billing@incentivio.com to request these.

 

One of my locations is closing. How do I cancel services for this location?

If a location is permanently closing, please contact your Customer Success Manager and/or our Technical Support team at support@incentivio.com before the last day of business. Please provide the final business date, so our team can coordinate efforts to disable online ordering and discontinue billing.

 

I would like to cancel all services with Incentivio.

Before requesting to cancel all services, please refer to your Incentivio contract terms to determine the end date of your existing contract term.

If you need to cancel your Incentivio services, please contact your Customer Success Manager or our Technical Support Team at support@incentivio.com. They can assist with reporting on loyalty/gift cards/etc. to ensure a seamless transition for your brand and guests.

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