Invoices and payment

This feature is in beta: it is still being built and may change.

You pay for ChaosDesk through Paddle, our reseller and merchant of record: it is the seller on your invoice, takes the payment and works out and pays the sales tax or VAT. We never see your card details. Card and PayPal are accepted, in US dollars or euros.

Invoices

• Self-serve plans are invoiced by the payment provider. Its invoice is the legal one.
• Every invoice is also listed on the Invoices tab of Admin Center, Integrations, Plan and billing, with its period, status and tax details. View opens it so you can print it or save it as a PDF.
• Metered add-ons (AI agent resolutions, and SMS, WhatsApp and voice through our account) are charged once a month, after the month closes, as one line per add-on on the next invoice. See AI agent billing.
• Enterprise contracts paid by bank transfer get an invoice from us, with your purchase order number if you give one.

Billing emails go to your workspace's billing contacts, or to its admins when no billing contact is set. Set both the contacts and your company address, VAT ID and PO number on the Billing details tab; the country on that address decides the tax.

VAT

Your billing details hold your company's country and VAT ID, and they are printed on your invoices. ChaosDesk checks the VAT ID's format and validity against the EU's VIES register when you save it; if VIES cannot be reached it tries again later.

On the invoices we issue ourselves, and in the tax the provider works out for a sale inside the EU:

• An EU business with a valid VAT ID in another EU country than the seller pays no VAT; the invoice carries a reverse-charge note.
• Other EU customers pay the standard VAT rate of their country.
• Customers outside the EU pay no EU VAT. Local taxes elsewhere are the merchant of record's job, so a US sales tax, for example, can still appear on your invoice.

When a payment fails

The payment provider retries the charge on its own schedule. On our side, counted from the first failed payment:

1. Day 0, 3 and 7: your billing contacts get an email (payment failed, reminder, final notice). Your last payment failed appears on the billing page, and agents see a banner with Fix billing.
2. Day 14: the workspace becomes read-only for agents. Customers can still write in, and your automations, notifications and integrations keep running.
3. Day 30: the workspace is suspended. Agents cannot sign in, nothing is sent out (no email, messages, push, AI, automations or scheduled reports), but incoming email and chat messages are still accepted and stored. The workspace owner can still sign in to pay or export the data.

A successful payment ends this at any stage and lifts a suspension it caused.

Chargebacks

If a payment is disputed with your bank, outgoing email, messages and AI pause while the dispute is open, and your billing contacts are told why. Agents can keep working tickets, and incoming mail still arrives. If the dispute is won the pause is lifted; if it is lost, it stays until we have reviewed the workspace with you.

Related

• Plans and billing
• Change your plan
• Data processing agreement