Changing, Updating and Editing your Vend Plan


Latest update: - Mikey Jarvis

How do I update my billing information/invoice details?

The Primary Admin of the account can edit billing details on the Billing Page which will directly reflect on the invoice. To edit, Navigate to Setup -> Billing -> Edit Billing Recipient.

If you want a CC email for the invoices (more than one email address to receive a copy of the invoice), you can contact Support to have this second address added to your account.

What is Annual Billing?

Annual billing means you pay for 12 months of Vend access up-front. This reduces your credit card processing fees, especially for international customers, and gives you a discount on your Vend fees. Annual billing gives you a discount of around 15% for Advanced and Multi-Outlet Plans.

Important: Please note that we do not offer pro-rated refunds if you decide to terminate an annual (or monthly) contract early. See our Terms and Conditions for more details.

How can I change my plan from monthly to annual?

If you're a new customer, you can select annual or monthly billing when you sign up.

If you’re an existing customer go to Setup -> Billing and reselect your base plan on the Annual Frequency.

If you change pricing plan part way through a month, your pricing will be pro-rated. Your billing date will also change to the date you initiated the billing frequency change. This can look pretty confusing on your bill.

This is what happens:

  • When you change your pricing plan, we restart your billing from the day you make the change.
  • Any remaining days from your previous month are shown as a credit adjustment on your invoice.
  • The charges for the next full year are added to your invoice.
  • Your bill total = full new annual charge - amount credited.
  • Payment will be taken the day you make the change.

What about changing my plan from annual to monthly?

If you're an existing customer and want to change your plan to monthly billing, Go to Setup -> Billing and reselect your base plan on the Monthly Frequency.

If you change pricing plan part way through the year, your pricing will be pro-rated. Your billing date will also change to the date you initiated the billing frequency change. This can look pretty confusing on your bill.

This is what happens:

  • When you change your pricing plan, we restart your billing from the day you make the change.
  • Any remaining days from your previous month are shown as a credit adjustment on your invoice.
  • The charges for the next full month on your new plan are added to your invoice, and it is most likely you will not be charged as the cost of the month will be smaller than the annual credit (unless this change occurs close to the end of the Annual period).

If you make this change immediately after the Annual charge, you will be entitled to a refund of the remaining credit balance on your account. You will need to contact our Support team to request this refund. Note a refund will only be issued if you action the change to a monthly frequency AND contact us immediately after the original Annual charge. If the change occurs later in your Annual term, the credit will remain on your account, but you will not be eligible to have these funds refunded even if you cancel your account. You can contact our Support Team by signing in here and clicking Contact Us.

How can I change my plan size?

You can change your pricing plan at any time. For simplicity, it's easiest to change your plan at the end of your billing cycle (month or year).

If you change pricing plan part way through a month (or year, for annual billing), your pricing will be pro-rated. Your billing date will also change to the date you initiated the pricing plan change. This can look pretty confusing on your bill.

This is what happens:

  • When you change your pricing plan, we restart your billing from the day you make the change.
  • Any remaining days from your previous month (or year, for annual billing) are shown as a credit adjustment on your invoice.
  • The charges for the next full month (or year, for annual billing) on your new plan are added to your invoice.
  • Your bill total = full new charge - amount credited.
  • Payment will be taken the day you make the change.

This applies to the following changes:

  • Changing base pricing plan.
  • Changing between monthly and annual billing.
  • Manually downgrading to a lower plan if your usage has decreased.

Will my pricing plan automatically decrease if I lower my usage?

Sometimes, your business might downgrade. For instance, you might close an outlet.

Vend does not automatically lower your pricing plan if you delete an outlet, user, products or customers, you will need to downgrade your plan manually through your Vend Billing Page. There are some special conditions for registers outlined below.

What happens when I add or remove a register?

Registers can be added or removed on the outlet page in Vend. When you add a register, you'll automatically be charged an additional amount each renewal. You may also be prompted to change your pricing plan if your plan does not allow more than one register.

When you add the register, you will be immediately charged a pro-rated amount based on the number of days/months until your next renewal. At your next renewal, you will be charged for the renewal of your base plan and any extra registers you have added in the previous period.

If you remove an extra register, we'll remove the additional register charge for the next renewal, but you will only be issued a pro-rated credit for the unused period if you are on an Annual Plan. If you pay for an extra register on a monthly plan, you will not receive a credit for any unused days.

**Important: **When you remove the register, your base plan will not automatically be updated. Remember to check the pricing plan page to manually adjust your plan if your usage has downgraded.

This is what happens:

  • When you add/delete a register, we restart your billing from the day you make the change.
  • Any remaining days from your previous month (or year, for annual billing) are shown as a credit adjustment on your invoice
  • The charges for the next full month (or year, for annual billing) with more or fewer registers on your new plan are added to your invoice
  • Your bill total = full new charge - amount credited
  • Payment will be taken the day you make the change

Important: When you remove the register, your base plan will not automatically be updated. Remember to check the pricing plan page to manually adjust your plan if your usage has downgraded.

How do I add Priority Phone Support?

Priority Phone Support costs $19 USD / $25 AUD / $19 NZD / £10 GBP per month and will be billed on a monthly or annual basis depending on your billing cycle.

With priority phone support, you'll be able to call our support team, 24 hours a day, 7 days a week. Our support team can work with you to solve your problem, or to show you how to use a feature of Vend you're confused about.

Note: Priority phone support is included for free for Multi-Outlet plans.

To sign up for priority phone support, navigate to Setup -> Billing on the Vend sidebar and choose Priority Phone Support under Select Additional Options.

How do I cancel Priority Phone Support?

To cancel your phone support subscription Go to Setup -> Billing and reselect your base plan leaving the "Priority Phone Support" checkbox blank.

If you remove Priority Phone Support, we'll remove the charge for the next renewal, but you will only be issued a pro-rated credit for the unused period if you are on an Annual Plan. If you pay for the service on a monthly plan, you will not receive a credit for any unused days.

Powered by Zendesk