Documentation Index
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Invoices & Billing Behaviour
An invoice is the billing record Newie creates for a subscription, one-off purchase, or installment plan billing event. A payment is the customer’s charge or charge attempt against that invoice. When the payment succeeds, the invoice is marked Paid. When a payment fails on a subscription or installment invoice and the amount is still due, the invoice becomes Overdue.| Status | Meaning |
|---|---|
| Pending | Payment submitted but not confirmed yet. Common for async bank payments such as BECS Direct Debit. For BECS, Newie treats the payment as paid unless it later fails. |
| Paid | Payment successfully collected |
| Overdue | Invoice is due but payment has not been collected. Some overdue invoices also show Auto Retry when automatic retry is active; otherwise they simply show Overdue. |
| Failed | Payment attempt failed after all retry attempts |
| Void | Invoice cancelled, no further retries |
| Paused | Invoice was created for a scheduled billing date during a paused subscription and is marked as Paused in Invoice History. A paused invoice cannot be unpaused after it has been generated; use Edit Payment Date to create a new billing attempt if the payment should still be collected. |
Invoice Customisation, Late Fees, and Pricing Conversions
Newie invoices include standard payment details. You cannot add custom fields such as NDIS codes, PO numbers, GST breakdowns, custom logos, BPAY details, or extra line items. Use exports and accounting software for specialised invoice workflows. Newie does not have an automatic late fee feature. If you need to charge a separate late fee, create a manual one-off charge or increase a future payment where appropriate. To convert weekly pricing to monthly, multiply the weekly price by 4.33. For example, $100 / week is about $433 / month because 52 weeks divided by 12 months equals 4.33.Failed Payments and Overdue Invoices
When a card or Direct Debit payment fails, the invoice becomes Overdue. Some overdue invoices also have Auto Retry active. When Auto Retry is active, Newie displays that state and automatically retries eligible card payments up to 3 times in the days after the initial failure, and failed BECS payments up to 2 times. If Auto Retry is off, the invoice simply shows Overdue until you or the customer takes action.- Auto Retry: For eligible failed payments, Newie retries card payments up to 3 times in the days after the initial failure and BECS payments up to 2 times when Auto Retry is active. The overdue invoice shows Auto Retry while this is active.
- Manual Retry: Open the relevant subscription or installment plan, go to Invoice History, select the invoice, and retry the payment. Avoid repeated rapid retries, because too many card attempts can create extra declines or card blocks.
- Turn Auto Retry On or Off: Open the related subscription or installment plan, go to Invoice History, select the overdue invoice, and turn automatic retry on or off where available.
- Overdue Details: This is visible to you, not the customer. On an overdue subscription, tap the overdue information section, then tap View details. The details show failure information about what may be causing the payment failure and include customer-ready text you can copy or forward with payment information and a link to pay.
- Send Customer Manage Link: The Customer Manage Link is the customer’s main self-service entry point for the purchase. It is included when the customer first subscribes or buys where available. Newie also emails it to the customer when a payment attempt fails and the invoice becomes overdue, includes it in overdue emails, and includes it in Overdue Assistant messages where the assistant is following up. You can also copy or share it from the app so customers can manage the purchase, update payment details, and pay or retry where available.
- Void Invoice: Open the related subscription or installment plan, go to Invoice History, select the relevant unpaid invoice, and void it before payment is collected. Voiding cancels that invoice and cannot be reinstated. Voiding one invoice does not necessarily cancel the subscription or installment plan.
When a Customer Sees Duplicate Charges
A customer may see what looks like a duplicate charge when an older overdue invoice successfully retries on the same day as a newer subscription invoice is also collected. For example, last week’s invoice may have failed, then an automatic retry for that older invoice succeeds on the same day the newest scheduled subscription invoice is generated and paid. In that case, the two payments may belong to two different invoices rather than one invoice being charged twice. Check the subscription’s Invoice History and compare the invoice dates, billing periods, payment dates, and payment status before treating it as a duplicate payment. If one payment should not have been collected, contact Newie support with the customer name, service, invoice dates, and payment dates.Chasing Overdue Invoices with the Overdue Assistant
The Overdue Assistant automatically follows up on overdue invoices for subscriptions and installment plans. It handles customer replies, payment-date conversations, and scheduled follow-ups to help recover overdue payments.- Activates automatically when a subscription or installment plan has 2+ overdue invoices, or an invoice 7+ days overdue, whichever comes first
- Can be triggered manually for any subscription or installment plan
- Handles back-and-forth replies with customers on your behalf
- Negotiates and schedules payment dates with customers
- You can add notes to guide the AI’s next action
- Full activity timeline of all actions, decisions, and communications
- Can be enabled by default for all new services, or turned on for existing subscribers
- Works best when Terms of Service are enabled
Dealing with Non-Paying Customers
When a customer stops paying, you have several options:- Overdue Assistant: Let the AI agent handle follow-ups, negotiate payment dates, and chase overdue invoices automatically
- Send Customer Manage Link: Share the Customer Manage Link from the app so the customer can manage the purchase, update payment details, and pay or retry where available. This same link is also included when the customer first subscribes or buys where available, emailed to the customer when a payment attempt fails and the invoice becomes overdue, included in overdue emails, and included in Overdue Assistant messages where the assistant is following up
- Overdue Details: This is visible to you, not the customer. Open the overdue information section and tap View details to see failure information and copy or forward customer-ready text with the link to pay
- Manual Retry: Open the relevant subscription or installment plan, go to Invoice History, select the overdue invoice, and retry where appropriate
- Newie Chat: Message the customer directly
- Send Signed Terms: If Terms of Service were enabled, send or refer to the signed agreement record from the purchase confirmation to remind the customer what they agreed to
- Cancel: End the subscription or installment plan from its
...menu if payments consistently fail