Customer invoices during free trials

A reseller recently asked, “why is my customer being invoiced during a free trial.”

Useful tip

Check the value of the invoice. The customer invoices created during a free trial are discounted to zero automatically.

Troubleshooting free trial

Check the customer settings

The Free trial for a customer must be set before the first invoice is created on the customer account. The guide below details how to ensure that a free trial is enabled for a customer.

  1. Login to your account.
  2. On the left sidebar, tap Users.
  3. Search for the user on the page.
  4. Click the pencil icon to the right side of the User record.
  5. Open the Edit user page.
  6. Navigate to the Free trial setting.
  7. Ensure that the Free trial is enabled on a customer account.

Next steps

  • If the free trial is not enabled, then tap one of the options that exist within.
  • If a customer invoice was generated prior to a free trial being enabled on a customer account, then discount the recent invoice in full, and notify Share A Refund customer service of the issue so that the reseller invoice can be discounted accordingly.
Updated on September 12, 2023

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