Customers, Billing & Payouts Feature Reference

Feature inventory for customer management, billing, invoices, payment methods, BNPL, refunds, and payouts.

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
• Filter by Service - Narrow the view to subscribers of a specific service
• Search - Find subscribers by name or email
• Show / Hide Expired - Toggle visibility of expired subscriptions

Subscription Management

• Pause Subscription - Temporarily stop billing until a selected pause end date. Indefinite pauses are not supported
• Resume Subscription - Restart billing after a pause
• Cancel Subscription - Immediately cancel with confirmation
• Schedule Cancellation - Set a future cancellation date without changing the current subscription state by itself
• Remove Scheduled Cancellation - Undo a scheduled cancellation before it takes effect
• Revert Expiring to Active - Move an Expiring subscription back to Active before it fully ends
• Extend Subscription - Add more payments or time to a fixed-term subscription
• Edit Subscription - Modify subscription details, dates, and billing schedule
• 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 (Individual) - Modify price for a single subscriber, with a selectable start date
• 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
• 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 subscription customer prices cannot be updated in bulk; update each fixed-term subscriber individually with Edit Pricing
• New Customers Only - Option where the new price only applies to future customers

All Customers View

• All Customers - View every customer who has ever purchased
• View & Export Customers - Export customer data to CSV or PDF
• Customer Email Update Request - Request Email is only for customers who joined with Sign in with Apple, used Apple’s private relay hidden email address, and need to share an email address so the provider can deliver the service; sends the customer an automated request to confirm an email address

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 is included in purchase confirmations where available, failed-payment emails, overdue emails, and Overdue Assistant messages where the assistant is following up

Billing, Invoices & Overdue Assistant

Invoice Lifecycle

• Invoice Statuses - Pending, Paid, Overdue, Failed, Void, Paused. Overdue invoices can also show Auto Retry when automatic retry is active
• Invoice History - Complete history for any subscription including all payment attempts
• Overdue Information Details - Provider-facing View details flow on overdue subscriptions with failure information and copyable or forwardable customer-ready text that includes a link to pay
• 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 card payments up to 3 times in the days after the initial failure and failed BECS payments up to 2 times
• Manual Retry - Retry a payment when appropriate. Avoid repeated rapid retries because banks and card issuers can block or decline repeated attempts
• Turn Auto Retry On or Off - Turn automatic retries on or off for a specific invoice where available
• 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 method where available. If Auto Retry is active and a later retry attempt fails, Newie sends a notification for that failed retry, but not a separate customer email. When Auto Retry is active, eligible card payments can retry up to 3 times and BECS payments can retry up to 2 times
• 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 installment plan invoices, negotiates payment dates, and handles customer replies
• Automatic Activation - Triggers when a subscription or installment plan has 2+ overdue invoices, or an invoice 7+ days overdue
• Manual Trigger - Start Overdue Assistant immediately for any eligible subscription or installment plan
• Enable for All Services - Set Overdue Assistant on by default for new services
• Enable for Existing Subscribers - Retroactive activation; qualifying subscriptions and installment plans start immediately
• AI Follow-Up - AI automatically follows up on late invoices and handles back-and-forth replies
• Provider Notes to AI - Add notes or instructions to guide the AI’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
• Close Overdue Assistant - End follow-up for a specific case with optional reason
• Disable Overdue Assistant - Turn off for a subscription or installment 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, but Newie treats the related purchase or invoice as paid unless the payment later fails. Failed BECS payments can retry automatically up to 2 times when Auto Retry is active

Payment Method Configuration

• Accepted Payment Methods - From Settings → Accepted Payment Methods, providers can control whether card / Apple Pay, AU Bank Account where available, and Buy Now Pay Later are allowed for new purchases
• BNPL Initial State - Buy Now Pay Later starts off until enabled from Settings → Accepted Payment Methods or from the Buy Now Pay Later option on an eligible one-off service
• Per-Service BNPL Control - Once BNPL is enabled on the account, new one-off services default to BNPL on. Providers can still turn Buy Now Pay Later on or off from each eligible one-off service edit screen
• 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 services; provider is funded upfront for the purchase amount, less applicable fees, while bank payout follows normal timing
• Affirm - BNPL option for eligible one-off services; provider is funded upfront for the purchase amount, less applicable fees, while bank payout follows normal timing
• Klarna - BNPL option for eligible one-off services; provider is funded upfront for the purchase amount, less applicable fees, while bank payout follows normal timing
• BNPL Country Rule - In Newie, customers must be in the same country as the provider’s business to use Afterpay/Clearpay, Klarna, or Affirm; Affirm also depends on Stripe eligibility and the provider’s business category
• BNPL Fee - 5.95% + the applicable local fixed fee per transaction where available
• BNPL Price Limits - Separate min/max price limits apply for BNPL transactions (refer to Stripe documentation for current limits)
• Available For - One-off services only (not subscriptions or installment 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 Complete and Refund Failed are surfaced where available
• Failed Refund Handling - Provider advised to contact customer directly if refund fails
• Automatic Refunds - Some transactions refunded automatically due to payment failures
• No Partial Refunds - Full refunds only; for subscriptions or installment plans, providers may be able to adjust a future payment where appropriate

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
• 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 - Initial payout waiting period can take up to 7 days before the first scheduled payout is sent; subsequent payouts follow the configured schedule and payment clearing timing
• Reset Stripe Setup - Reset and reconfigure payout details if needed
• Manage Payout Account - After onboarding, providers manage payout schedule, payout day, and payout time from Settings → Payout Account → Manage Payout Account in Newie. Stripe account, identity, business, and payout bank account details are managed through Log in to Stripe and Manage

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
• 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 where supported by the chosen schedule
• Automatic Payouts - Cleared funds paid automatically on the scheduled day
• Manage Payout Schedule - Configurable from Settings → Payout Account → Manage Payout Account in Newie
• Instant Payout - Eligible providers can request an immediate payout for available funds; fee is 1.5% of the payout amount
• Instant Payout Availability - Requires 30 days after the first standard payout, a supported bank, and funds marked as instant-available. Card funds may be instant-available before standard clearing finishes; BNPL funds are not eligible.

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 treats it as paid unless it later fails. 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 up to 2 times when Auto Retry is active
• Processing Notifications - Provider notified if processing fails
• Payment Failure Handling - Newie surfaces payment or payout failures where available so the provider can review the next step
• Automatic Refunds - Some transactions refunded automatically due to payment failures

Payout Reports

• Payout Summary - Recommended payout export for tax and accounting; shows payout totals and Newie fee details for the selected date range
• Group Summary - Payout details categorised by service group
• All Transactions - All payouts with individual transaction breakdowns
• Individual Payout Download - Detail behind one selected payout, including transactions, refunds, fees, and adjustments
• Export Payouts - Export payout data for accounting; payout reports are exported from Newie and are not sent through Zapier

Last updated: 2026-05-30