How to send a Chargebee payment link for an unpaid invoice from Zendesk

By Jake Marsh · Updated

To send a Chargebee payment link from Zendesk, install Termwell and open the customer's ticket. When they have unpaid invoices, click Send a payment link in your reply, then Create link and add to reply: Termwell creates a Chargebee payment page, valid for 5 days, and adds the link to your reply. Nothing reaches the customer until you submit the reply. The ticket gets an internal note and the termwell_payment_link tag.

See the failed payment first

Termwell puts problems at the top of the sidebar, before the subscriptions:

AlertWhat it shows
Unpaid invoicesThe invoices still open and the total due
Dunning in progressFailed attempts so far and the next retry
Payment methodAn expired or invalid payment method

That answers "why did my account stop working?" before you read the whole thread. The invoice list below always includes unpaid invoices, even when they are older than the latest ones.

Steps

  1. Open the ticket. Termwell matches the requester to their Chargebee customer by email, or by a mapped user field or external id.
  2. Check the alerts for unpaid invoices and dunning.
  3. Click Send a payment link in your reply under the unpaid invoices alert, then Create link and add to reply. Termwell creates a Chargebee payment page for the unpaid invoices.
  4. Read your reply. The link is now in the reply box. Add a line of your own, such as "You can update your card and pay here."
  5. Submit the reply. The customer gets your reply with the link. The page works for 5 days.

Before you start

  • A Full-Access Key of the Write type in Termwell's settings.
  • Allow payment links turned on, and the agent listed in Who may take actions.
  • An existing ticket. On new tickets and user profiles the sidebar is read-only.

When a goodwill gesture helps

Often a failed payment comes with a complaint. Two more actions sit in the same sidebar:

ActionHow it worksLimits you can set
Apply couponType a coupon id or a single-use coupon code and click Look up. Termwell shows the discount and blocks expired coupons, a coupon already on the subscription, or one in another currency.Coupons agents may apply: non-admins can apply only the ids you list. Admins can apply any active coupon.
Add promotional creditAn amount and a description the customer sees on invoices. Chargebee applies the credit to the next invoices.Largest promotional credit without an admin, in the customer's currency. 0 removes the limit.

Each action has its own tag: termwell_coupon and termwell_credit. Promotional credit references in Chargebee carry the ticket number and the agent's name.

Send the invoice instead

If the customer only needs a copy, click PDF on the invoice. Chargebee's link works for 60 minutes, so download it and attach it to your reply.

What it costs

Termwell is $5 per agent per month on the Standard plan, with every feature, billed monthly by Zendesk. There's a 14-day free trial, and Zendesk asks for a card at install. See the Termwell documentation for every setting, or Chargebee's guide to API keys for creating the key.

Termwell

Chargebee subscription sidebar: refund, pause and credit from the ticket, every action logged. $5 a month per agent.

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Questions

Does the customer see the payment link right away?

No. Termwell adds it to your reply, and nothing is sent until you submit the reply.

How long does the payment link work?

Five days. If the customer misses it, send a new link from the same ticket.

Can agents give any coupon they like?

Only if you leave Coupons agents may apply empty. List coupon ids there and non-admins can apply only those; admins can apply any active coupon.

Where do I see how many payment links we sent?

Every link adds the termwell_payment_link tag to the ticket. Build a view or a report on that tag.

More Termwell guides

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