Overview
Customer, billing, payment, refund, and payout features are connected because each payment belongs to a customer, service, invoice, or payout state. Rules and availability are easiest to understand in that context.Subscriber & Customer Management
Subscribers Section
- Subscribers Main Page - View all customers with subscriptions, filterable by status
- Status Filters - Filter by Upcoming, Active, Paused, Overdue, Expiring, and Expired. Expiring subscriptions have not fully ended and can be reverted back to Active before they end
- Search - Find subscribers by name or email
- Show expired / Hide expired - Toggle visibility of expired subscriptions
- Export - Open the subscriber export, optionally use Filters to select subscription states, then export as CSV or PDF
- View & Export Customers - Open a service’s customer list from the service
...menu in Sell -> Services. This is the service-specific customer view; the main Subscribers page filters by status rather than service
Subscription Management
- Pause - Temporarily stop billing until a selected pause end date. Indefinite pauses are not supported
- Extend Subscription - Fixed-term pause option that adds paused payments to the end of the subscription. It is not a separate subscriber-menu action
- Edit Pause - Open a scheduled or active pause to change its state
- Remove Pause - Remove a future scheduled pause before it starts
- Resume Subscription - Restart billing during an active pause
- Cancel - Immediately cancel with confirmation through Cancel Subscription
- Schedule Cancel - Set a future cancellation date without changing the current subscription state by itself
- Edit Cancel Date - Change a scheduled cancellation before it takes effect
- Remove scheduled cancellation - Remove a scheduled cancellation and keep the subscription active
- Don’t Cancel - Move an Expiring subscription back to Active before it fully ends
- Edit Payment Date / Edit Start Date - Move the next payment date, or the start date for an Upcoming subscription
- Switch Service - Move one active ongoing or fixed-term subscriber to another eligible subscription service from the subscriber profile
- Bulk Service Switch - Move multiple subscribers from one service to another from the current service’s
...menu in Sell → Services, then Move Subscribers - Scheduled Service Switch - Schedule supported service switches for a future date
- Customer Manage Link - Copy the purchase-management link that lets the customer use supported payment and self-service actions
- View Agreed Terms - Review the accepted Terms of Service, export a PDF, or share the terms link when an agreement exists
- Statement - Review subscription invoice history and totals, then export the statement as CSV or PDF
- Ask a Question - Open contextual help for the subscription, then continue to Newie support chat if needed
- Start Overdue Assistant / Enable Overdue Assistant - Start overdue follow-up for an eligible overdue subscription
- View Overdue Assistant History - Open the follow-up history when Overdue Assistant is already set up for the subscription
- Pause Does Not Stop Auto-Retry Automatically - Pausing billing does not automatically stop Auto-Retry on existing overdue invoices. Providers can turn Auto-Retry off on the invoice if needed
Price Changes
- Edit Pricing / Change Price (Individual) - Modify price for a single subscriber, with a selectable start date. Fixed-term subscriptions use Change Price
- Temporary Price Change - Different price for a limited number of payments, then reverts
- Permanent Price Change - New price remains until subscription ends or is updated
- Scheduled Price Change - Schedule a subscriber price change so it starts from the first payment on or after the selected date when scheduling is allowed for that subscription
- Remove Scheduled Change / Remove and Continue - Remove an existing scheduled price or service change and keep the current price or service in place; Remove and Continue then opens the new change flow
- Bulk Price Change - Update pricing for multiple existing subscribers on eligible ongoing subscription services from the service
...menu in Sell → Services, then Manage Customer Pricing → Change Price for Multiple - Fixed-Term Price Guardrails - Scheduled fixed-term price changes must use a date on or before the fixed-term subscription ends
- Pending Change Checks - Newie may block or ask the provider to resolve overlapping pending scheduled price changes or scheduled service switches before another scheduled change is added
- New Customers Only - Option where the new price only applies to future customers
All Customers View
- All Customers - View customer records across subscriptions, one-off purchases, and instalment plans
- Search - Find a customer by name or email address
- Customer Profile - View the customer’s purchases, Invoice History, subscription and plan records, email details, and available customer metrics
- Show expired / Hide expired - Toggle expired subscriptions inside the customer profile
- Copy Email - Copy the customer’s available email address
- Request email - Ask a customer who hid their address with Sign in with Apple to confirm a direct email address; after sending, the action shows Request sent
- Chat with [Customer] - Open a direct chat from More on the customer profile
- Export - Export the All Customers list as CSV or PDF
Customer Self-Service
- Customer Portal - Self-service area accessed through the Customer Manage Link, the main entry point for managing a purchase
- Self-Cancel - Customers can cancel immediately or schedule a cancellation without contacting the provider (when enabled)
- Self-Pause - Customers can pause without contacting the provider (when enabled)
- Payment Method Update - Customers can update their saved payment details at any time
- Payment Retry - Customers can manually retry failed payments from the relevant retry or manage link
- Login Links - Customer login links are included in sign-up flows. The Customer Manage Link can appear in New Purchase emails, failed-payment emails, overdue emails, and Overdue Assistant messages where the assistant is following up
Rules & Availability
Some customer and billing actions depend on the service type, subscription state, invoice state, selected date, or existing scheduled changes.Pauses and Cancellations
Customer controls- Customer self-pause is controlled by Customers can Pause on the service.
- Customer self-cancel is controlled by Customers can Cancel on the service.
- Every pause requires an end date.
- If the selected pause period would not pause any scheduled payments, Newie warns the provider before confirmation.
- Pausing billing does not automatically stop Auto-Retry on existing overdue invoices. Turn Auto-Retry off on the invoice if needed.
- A paused invoice cannot be unpaused. To collect a skipped payment, resume the subscription if needed, then use Edit Payment Date to move the next payment date to today. After the payment processes, check the future billing schedule and move the payment date again if the customer needs to return to the previous schedule.
- A canceled or fully Expired subscription cannot be reactivated. Send the customer a new payment link if they want to subscribe again.
- When a subscription is fully Expired, automatic retries for overdue invoices stop.
- If Overdue Assistant is active when cancelling or scheduling cancellation, Newie may ask whether to disable Overdue Assistant too.
- Cancellation does not automatically trigger a refund. Process a refund manually if needed.
Service Switches
Eligible destination services- The destination must be a subscription or fixed-term service with a supported default price.
- Instalment plans and temporary default pricing cannot be used as the destination.
- Keep Existing Price is not available when moving into or out of fixed-term services.
- Billing can stay the same or update to the destination service’s supported default price.
- When billing updates immediately, the new price applies from each subscriber’s next payment date.
- The subscriber stays on the current service until the scheduled switch date.
- If billing updates from a scheduled switch, the new price applies from the first payment on or after the scheduled switch date.
- Choose a switch date on or before the fixed-term subscription’s end date. For multiple subscribers, Newie checks the selected date against the selected fixed-term subscriptions.
- If selected subscribers have pending scheduled price changes or scheduled service switches, remove or resolve those changes before scheduling another move.
- Overdue invoices on the original subscription remain outstanding and follow their invoice state.
Subscriber Price Changes
New vs existing customers- Service base-price changes affect new customers.
- Existing subscribers keep their current price until the subscriber record or a service-level customer pricing tool updates them.
- Change one subscriber from the subscriber record with Edit Pricing or Change Price, depending on the subscription type.
- Fixed-term subscription customer prices can be changed individually.
- Bulk price changes apply to selected subscribers on eligible ongoing subscription services.
- Fixed-term subscription customer prices cannot be updated in bulk.
- Scheduled fixed-term price changes must use a date on or before the fixed-term subscription ends.
- If a subscriber already has a scheduled price change or scheduled service switch, resolve it before adding another scheduled change.
Instalment Plans
Plan changes- The existing plan’s total amount, instalment amount, number of instalments, and payment schedule cannot be changed directly after purchase.
- Create a replacement instalment plan when the customer needs a different total, instalment amount, number of instalments, or schedule.
- Instalment plans cannot be moved to another service yet.
- Instalment plans do not have subscription pause, resume, switch-service, or price-change actions.
- Cancelling an instalment plan stops future scheduled instalments but does not automatically refund payments already collected.
- Voiding one invoice does not cancel the whole plan.
- Refunding a paid invoice does not change future instalment invoices.
- Ask a Question is available from the instalment plan menu when Newie support is needed.
Billing, Invoices & Overdue Assistant
Invoice Lifecycle
- Invoice Statuses - Newie can show labels such as Paid, Payment Failed, Payment Voided, Payment Paused, Charging soon, and Pending. Overdue invoices can also show Auto-Retry when automatic retry is active
- Invoice History - Complete history for any subscription including all payment attempts
- Overdue Invoice Detail - Provider-facing invoice detail with the failure reason, payment method, retry state, and available actions such as Retry Payment, Customer Payment Link, Turn off Auto-Retry, or Void Invoice when those actions apply
- Invoice Export - Export statements and invoice data
- Statement Generation - Generate and export billing statements
- Void Invoice - Cancel an invoice before payment is collected, with optional reason
Failed Payment Handling
- Automatic Retry - When Auto-Retry is active, Newie retries eligible failed payments and shows the next retry date or no-further-retry state on the invoice detail
- Retry Payment - Retry a payment when appropriate. Avoid repeated rapid retries because banks and card issuers can block or decline repeated attempts
- Turn off Auto-Retry - Turn automatic retries off for a specific invoice when that action is shown
- Failed Payment Emails - Customers receive an email and notification when a payment attempt fails and the invoice becomes overdue, with the Customer Manage Link so they can manage the purchase, pay, retry, or update their payment method. If Auto-Retry is active and a later retry attempt fails, Newie sends a notification for that failed retry.
- Customer Manage Link - Shareable link used for failed payment or retry flows where customers can update payment method and pay
Overdue Assistant
- Overdue Assistant - AI agent that follows up on overdue subscription and instalment plan invoices and handles customer replies
- Automatic Activation - Can start when the overdue threshold configured in Newie is reached
- Manual Trigger - Start Overdue Assistant immediately for any eligible subscription or instalment plan
- Enable for All Services - Set Overdue Assistant on by default for new services
- Enable for Existing Subscribers - Enable Overdue Assistant for existing subscribers where Newie shows the option
- AI Follow-Up - AI automatically follows up on late invoices and handles back-and-forth replies
- Give AI Instructions - Add provider instructions to guide Overdue Assistant’s next action
- Activity Timeline - Full history of all Overdue Assistant actions and decisions
- Next Follow-Up - Shows when and what type of follow-up is scheduled next
- Collected Summary - Shows recovered payment totals when Newie has them, including recent and all-time collected amounts
- Close Overdue Assistant - End follow-up for a specific case with optional reason
- Disable Overdue Assistant - Turn off for a subscription or instalment plan entirely
- ToS Recommendation - Works best when Terms of Service are enabled
Payment Methods, BNPL & Refunds
Card Payments
- Card / Apple Pay - Primary checkout option for card and Apple Pay payments
Bank Payments
- BECS Direct Debit (AU) - Australian bank account payments. Payments can remain Pending/Processing until bank confirmation, usually up to 3 business days. The related customer record can stay active while the bank confirms the payment. Failed BECS payments can retry automatically when Auto-Retry is active and the payment is eligible.
Payment Method Configuration
- Accepted Payment Methods - Providers can control whether card / Apple Pay, AU Bank Account when supported, and Buy Now Pay Later are allowed for new purchases. On iOS and macOS, open Settings → Payments & Payouts → Accepted Payment Methods
- Payment Method Setup Action - If a payment method needs more Stripe setup, Newie shows Action Required with Update Now
- BNPL Initial State - Buy Now Pay Later starts off until enabled from Accepted Payment Methods or from the Buy Now Pay Later option on an eligible One-Off Purchase
- Per-Service BNPL Control - Providers can turn Buy Now Pay Later on or off from the service edit screen for each eligible One-Off Purchase
- No Impact on Existing Customers - Changing accepted-payment-method settings does not affect customers already subscribed
Buy Now, Pay Later (BNPL)
- Afterpay / Clearpay - BNPL option for eligible one-off purchases; provider is funded upfront for the purchase amount, less applicable fees, while bank payout follows normal timing
- Affirm - BNPL option for eligible one-off purchases; provider is funded upfront for the purchase amount, less applicable fees, while bank payout follows normal timing
- Klarna - BNPL option for eligible one-off purchases; provider is funded upfront for the purchase amount, less applicable fees, while bank payout follows normal timing
- BNPL Provider Status - Newie shows each available BNPL provider’s current status in the service editor for an eligible One-Off Purchase
- BNPL Fee - Shown in the service editor for an eligible One-Off Purchase when BNPL is enabled and calculated for the selected price, currency, and fee setting
- BNPL Price Limits - BNPL provider limits can apply; Newie shows status such as Price too high when a limit affects the service
- Available For - One-Off Purchases only (not subscriptions or instalment plans)
Refunds
- Full Refund - Issue full refunds through the app with confirmation
- Refund Timeline - Typically deposited within 5-10 business days, often faster
- Refund Statuses - Refund Pending, Refund Complete, Refunded, and Refund failed states are surfaced where Newie has the status
- Failed Refund Handling - Refund failures are surfaced so the provider can review the next step
- Payment-Failure Reversals - Some failed or incomplete payment flows can show refund or reversal records where Newie has them
- No Partial Refunds - Full refunds only; for subscriptions or instalment plans, adjust a future payment when that matches the customer outcome
Payouts
Payout Setup
- Stripe Integration - All payments processed and paid out via Stripe
- Initial Payout Onboarding - Providers add their payout account when they first onboard in Newie. Newie links out to Stripe for bank account, identity, and business details
- Sharing Guardrails - Service links, service QR codes, Tap to Pay, Purchase as Customer, and checkout preview require payout setup to be complete before customers can buy
- Country Selection - Choose the country matching the provider’s bank account
- Stripe Review - Details reviewed by Stripe after setup; provider notified when complete
- First Payout - New accounts can have an initial payout waiting period before the first scheduled payout is sent; subsequent payouts follow the configured schedule and payment-clearing timing
- Payout Setup Actions - Depending on Stripe setup status, Newie can show actions such as Set Up Payouts, Continue Payout Setup, Update Payout Details, Details Under Review, Manage Payouts, or Contact Support
- Manage Payout Account - After onboarding, providers can manage payout bank account details from Payout Account in settings, or from Payouts → More → Manage Payout Account. On iOS and macOS, Payout Account is under Settings → Payments & Payouts. Newie opens Stripe Express with Continue in Stripe when Stripe account, identity, business, or bank details need to be updated.
Balances
- Clearing Balance - Funds processing, not yet available (bank payments take up to 3 business days)
- Cleared Balance - Funds ready for payout, automatically paid on the next payout day
- Instant-Available Balance - Funds Stripe has marked as available for Instant Payout. This amount can differ from the Cleared Balance because Instant Payout eligibility depends on payment method, settlement state, bank support, and Stripe limits.
- Current Balance - Total of clearing and cleared funds
- Net Income - Overall net income after fees and refunds
Payout Schedule
- Payout Frequency - Provider can choose daily, weekly, or monthly automatic payouts
- Payout Day - Provider selects their preferred payout day when the chosen schedule supports a day choice
- Automatic Payouts - Cleared funds paid automatically on the scheduled day
- Manage Payout Schedule - Configurable from Payout Account in settings, or from Payouts → More → Manage Payout Schedule. On iOS and macOS, Payout Account is under Settings → Payments & Payouts
- Instant Payout - Eligible providers can request an immediate payout for instant-available funds; Newie shows the fee before confirmation
- Instant Payout Availability - Depends on account eligibility, bank support, instant-available funds, payment method, settlement state, and Stripe limits
Bank Payment Processing
- BECS Direct Debit (AU) - Bank payments can remain Pending/Processing until bank confirmation, usually up to 3 business days. Newie creates the payment when the customer submits the bank payment and can keep the related customer record active while confirmation is pending. The Payment Created trigger is hidden in Zapier and cannot be selected by users. Payment Paid fires when the bank confirms it and the payment moves to Paid. Failed BECS payments can retry automatically when Auto-Retry is active and the payment is eligible.
- Processing Notifications - Provider notified if processing fails
- Payment Failure Handling - Newie surfaces payment or payout failures so the provider can review the next step
- Payment-Failure Reversals - Some failed or incomplete payment flows can show refund or reversal records where Newie has them
Payout Reports
- Payout summary - Payout totals and Newie fee details for the selected date range
- Group summary - Payout details categorized by service group
- All transactions - All payouts with individual transaction breakdowns
- Individual payout report - The transactions, refunds, fees, and adjustments inside one selected payout
- Export Payouts - Export payout data for accounting; payout reports are exported from Newie and are not sent through Zapier