Manage Customer Coupons

What This Is

A customer coupon is a discount that an agency can apply to a customer subscription. A coupon can reduce the price by a percentage or a fixed amount, and it can be limited by duration, expiry date, redemption count, plan version, or sub-account.

Coupons affect the customer's subscription only. They do not change the agency's platform bill.

When To Use It

Use this guide when you want to:

• Offer a welcome discount.
• Run a limited-time promotion.
• Give a fixed discount to one customer.
• Limit a discount to selected plans or selected customer workspaces.
• Stop a coupon from being used without deleting its history.
• Edit a coupon that has not been used yet.

Before You Start

• You must be an agency administrator, or have a role with the customer billing sales permission.
• The SaaS Rebilling module must be enabled for the agency.
• The agency Stripe account must be connected.
• At least one customer plan version should be published if you want to restrict the coupon to a plan.
• Decide whether the coupon is a percentage or a fixed amount, how long it lasts, and whether it needs an expiry date or redemption limit.

Steps

1. Open the coupon catalogue

1. Select the settings icon in the header.
2. Open Settings > Customer Billing.
3. Select the Coupons tab.
4. The Coupon catalogue lists every coupon in the agency, with its status, discount, duration, and redemption count.

An empty catalogue shows No customer coupons have been created.

2. Create a coupon

1. Select Create coupon.
2. The Create coupon window opens with the currency fixed to USD.
3. Fill in the coupon details described in the table below.
4. Select Save coupon.
5. The new coupon appears in the catalogue with an active status.

Field	What to enter	What it does
Code	A code such as WELCOME10.	The code customers or staff use to apply the discount. Codes are 3–64 letters, numbers, hyphens, or underscores and are stored in uppercase.
Discount	Percentage or Fixed amount.	Sets how the discount is calculated.
Value (%)	A percentage from 0 to 100, such as 10.	Reduces the plan price by that percentage.
Value ($)	A fixed amount, such as 15.	Reduces the plan price by that amount.
Maximum discount ($)	An optional cap for a percentage coupon.	Limits how much a percentage discount can remove. Leave it blank for no cap.
Currency	USD.	Customer billing supports USD only.
Duration	Once, Repeating, or Forever.	Sets whether the discount applies to one payment, several months, or every payment.
Duration in months	Required for Repeating.	Sets how many monthly periods receive the discount.
Expires on	An optional date.	Stops the coupon from being used after that date.
Redemption limit	An optional whole number.	Sets the maximum number of times the coupon can be redeemed.
Eligible plan versions	Optional published plan versions.	Restricts the coupon to the selected plans. Leave empty for every plan.
Eligible subaccounts	Optional customer workspaces.	Restricts the coupon to the selected customers. Leave empty for every sub-account.

3. Understand eligibility

Eligibility controls where a coupon can be used.

• If Eligible plan versions is empty, the coupon is available for every published customer plan in the agency.
• If Eligible subaccounts is empty, the coupon is available for every customer workspace in the agency.
• If you select one or more values, the coupon is available only for those plans or customers.
• Choosing both a plan list and a customer list requires both conditions to match.
• Only published plan versions appear in the plan selector. A draft version cannot be selected.
• The agency's master sub-account is not offered as an eligible customer workspace.

When you assign billing, only coupons eligible for the selected plan and customer are offered. At checkout, a coupon that does not pass eligibility is rejected instead of being applied.

4. Edit a coupon

You can edit a coupon only while it has no redemptions.

1. Open Settings > Customer Billing > Coupons.
2. Find the coupon and open its action menu.
3. Select Edit coupon.
4. Change the code, discount, duration, expiry, redemption limit, or eligibility.
5. Select Save changes.

A coupon that has already been redeemed cannot be edited. The action is unavailable, and the menu explains that used coupons can only be deactivated. This protects customers who already received the discount from a silent change.

5. Deactivate or reactivate a coupon

1. Open the coupon's action menu.
2. Select Deactivate coupon to stop new redemptions.
3. Confirm the action in the Deactivate coupon? dialog.
4. Select Activate coupon later when the coupon should be available again.

Deactivation does not remove a discount from an existing subscription. The existing subscription keeps its recorded discount. Deactivation only prevents the coupon from being used for a new checkout.

Result

The coupon appears in the Coupon catalogue with the correct status and redemption count. Active coupons can be:

• Selected in Add billing when they match the plan and customer.
• Entered at checkout when the agency did not assign a coupon.
• Applied automatically at checkout when the agency assigned one.

A coupon is not a charge. It only changes the amount that the customer is asked to pay.

Verification needed: Add a current screenshot of the Coupons tab and the Create coupon window after the final labels are confirmed.

Coupon Behaviour to Expect

Situation	What happens
Agency assigns a coupon with billing.	The coupon is attached to the workspace and is applied automatically at checkout.
Agency assigns free access.	The assigned checkout coupon is replaced. Free access and a checkout coupon cannot be combined.
Customer enters a valid code at checkout.	The discount and total update for that code.
Customer tries to replace an agency-assigned coupon.	The assigned coupon is used instead. The customer cannot replace it.
Coupon is restricted to another plan.	The coupon is not offered and checkout rejects it.
Coupon is restricted to another customer.	The coupon is not offered to this workspace.
Coupon reaches its redemption limit.	It can no longer be used for a new subscription.
Coupon expires.	It can no longer be used after the expiry date.
Coupon is deactivated.	New checkouts cannot use it. Existing subscriptions keep the discount.
A valid 100% coupon is applied.	The discounted base price is $0. The checkout steps still apply.
A used coupon is edited.	The edit is blocked. Deactivate it and create a replacement.

Notes and Troubleshooting

• Coupon code already exists: Use a different code. Codes must be unique within the agency.
• The customer cannot apply the code: Check the coupon status, expiry date, redemption limit, eligible plan versions, and eligible subaccounts.
• The discount is smaller than expected: A percentage coupon may have a Maximum discount ($) cap.
• A fixed coupon is rejected: Fixed coupons use the fixed amount only. Do not combine a fixed amount with a percentage or a maximum cap.
• A repeating coupon is rejected: Enter Duration in months when Duration is Repeating.
• A coupon cannot be added to a billing assignment: Free access may already be selected. Clear free access or choose Require checkout now before selecting a coupon.
• A plan change is unavailable: A coupon is attached to the subscription. Handle the coupon before scheduling a plan change.

Related Guides

• Customer Billing overview
• Create a customer plan
• Assign customer billing
• Complete customer checkout