Overview
A credit is a one-off deduction you can attach to a subscription. It appears as a negative order line on the next invoice and lets you reduce what a customer owes without changing their plan or issuing a refund. Credits are applied once.
Note
A credit is different from a discount (a recurring reduction configured on the plan or add-on) and a refund (money returned for an already-paid invoice). A credit is a manual, free-form deduction you define per subscription.
When to use credits
Credits are useful in any situation where you need to reduce a customer's next invoice for a reason that falls outside their plan. Credits can be added for the following scenarios, for example:
Service issues
Compensation for downtime or a missed service-level agreement
Adjustment for a service disruption or delayed delivery
Customer relations
Goodwill gesture for a loyal or high-value customer
Retention credit offered as part of a churn-prevention conversation
Promotions
One-off discount tied to a promotional campaign
Referral or loyalty reward applied outside the standard plan structure
How credits are billed
When you add a credit to a subscription, it is queued as a pending credit. It does not trigger an immediate refund or adjust an already-issued invoice. Instead, it is picked up automatically and included as a negative order line in the next scheduled invoice for that subscription, or on a future date you choose.
If the credit amount is higher than the invoice amount, the remaining amount is deducted from future invoices. Any additional costs are added to the invoice amount before credit deduction.
Good to know
You can apply a credit immediately, so it is included on the next invoice, or schedule it for a later date. All credits and additional costs added to a subscription are collected together in the Pending costs and credits section and consolidated on the relevant invoice.
Add a credit to an existing subscription
You can add a credit to a subscription at any time from the subscription details page. The credit is held in the Pending costs and credits box until it is applied to an invoice.
Navigate to Customers → Customers, open the customer, and click the relevant subscription. Alternatively, go to Subscriptions in the sidebar and open the subscription directly.
Scroll to the Pending costs and credits box and click Add credit.
Insert a description and a amount.
Decide whether to apply the credit now or on a later point in time. If later, set the date.
Click on Confirm.
The costs and credits added are visible in the list Pending costs and credits. Click on the arrows to expand the details.
If you want to credit an entire invoice, read this article: Credit an invoice