> For the complete documentation index, see [llms.txt](https://ezom.gitbook.io/ezom-docs/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://ezom.gitbook.io/ezom-docs/our-features/payment-billing.md).
# Payment billing
## Overview
The EzOM platform includes a comprehensive payment and billing system that manages financial transactions for warehouse services, storage fees, and shipping costs. The system provides automated billing, balance management, transaction tracking, secure payment processing, and flexible subscription options.
## How to Access
1. Log in to the EzOM platform
2. Click on your account name or profile icon in the top-right corner
3. Select **Account Balance** to view your balance and add credits
4. Select **Transaction History** to view past transactions and charges
## Key Functionality
### Transaction Management
The platform tracks all financial transactions with a sophisticated status workflow:
* **Transaction Types**:
* `CHARGE` - Fees deducted for services (storage, processing, shipping)
* `RECHARGE` - Credits added to your account
* `REFUND` - Credits returned to your account
* `OPEN` - Opening balance
* **Transaction Statuses**:
* `Initiated` - Transaction created but payment not yet processed
* `OnHold` - Payment pending or awaiting confirmation
* `InProcess` - Payment being processed by Stripe
* `Completed` - Payment successfully processed
* `Cancelled` - Transaction cancelled or payment failed
* `Failed` - Payment processing failed
### Balance Management
Your account balance is divided into two components:
* **Available Balance**: Funds that can be used immediately for services
* **On-Hold Balance**: Pending transactions that are being processed
The system monitors your balance in real-time and provides notifications when your balance is low.
### Automated Billing
The system automatically generates charges for various warehouse services:
* **Storage Fees**: Daily or weekly billing based on inventory volume, duration, and SKU type
* Age-based pricing tiers (0-30 days, 31-60 days, 61-90 days, etc.)
* Seasonal surcharges (October-December)
* Minimum chargeable volume per item
* **Processing Charges**: Fees for warehouse operations (receiving, picking, packing)
* **Shipping Costs**: Courier service fees with automatic rate calculations
* **Transaction History**: Complete audit trail with CSV export capability
### Payment Method Management
Securely store and manage your payment method for seamless transactions:
* **Add Payment Method**: Link a credit/debit card to your account using Stripe's secure payment gateway
* **Update Payment Method**: Replace your existing payment method with a new card
* **Remove Payment Method**: Delete your payment method when no longer needed
* **Automatic Charges**: Your saved payment method is used for all automatic charges including auto-recharge
* **Security**: All payment information is securely stored with Stripe; EzOM never stores your full card details
* **Supported Cards**: Visa, Mastercard, American Express, and other major card brands
Note: Currently, one payment method per organization is supported. To change your payment method, simply add a new one and it will replace the existing one.
### Auto-Recharge Feature
Never run out of credits with the automatic recharge functionality:
* **Threshold Amount**: Set the minimum balance that triggers an automatic recharge (e.g., $100)
* **Recharge Amount**: Define how much to add when the threshold is reached (e.g., $500)
* **Enable/Disable**: Turn auto-recharge on or off at any time
* **Payment Method**: Auto-recharge uses your stored payment method
* **Notifications**: Receive notifications when auto-recharge is triggered
* **Transaction History**: Auto-recharge transactions are recorded in your transaction history
**Benefits**:
* Prevents service interruptions due to low balance
* Eliminates manual monitoring of account balance
* Ensures continuous warehouse operations
* Customizable thresholds based on your business needs
### Monthly Subscription Fee
The Monthly Subscription Fee feature enables organizations to be charged a recurring monthly fee for platform services. This fee is automatically processed on the 1st of each month and integrates seamlessly with your account balance and transaction history.
**How It Works**:
* **Automatic Charging**: Monthly fees are automatically charged on the 1st of each month
* **Balance Deduction**: The fee is deducted directly from your account balance
* **Transaction Recording**: Each monthly fee charge creates a CHARGE transaction with "Monthly fee" in the description
* **Duplicate Prevention**: The system prevents duplicate charges within the same calendar month
* **Notifications**: You receive a notification when your monthly fee is processed
**Key Features**:
* View your current monthly fee amount and next charge date
* Full integration with auto-recharge to ensure sufficient balance for monthly fees
* Complete transaction history tracking for all monthly fee charges
Monthly fee information displayed in the billing summary
## User Guide
### Understanding Transaction Statuses
* **Initiated**: Transaction created and awaiting payment processing
* **On Hold**: Payment pending or awaiting confirmation
* **In Process**: Payment is being processed
* **Completed**: Payment successfully processed
* **Cancelled**: Transaction cancelled or payment failed
* **Failed**: Payment processing failed
### Adding Credits to Your Account
There are two ways to add credits:
**Manual Recharge:**
1. Navigate to **Account Balance** from your profile menu
2. Click on **Add Credits** or **Recharge** button
3. Enter the amount you wish to add (minimum amount may apply)
4. Complete the payment process through the secure Stripe payment form
5. Once processed, your available balance will be updated immediately
6. You will receive a confirmation email receipt
Add credits using Stripe payment form
**Automatic Recharge:**
1. Navigate to **Account Balance** → **Settings** tab
2. Enable the **Auto-Recharge** toggle
3. Set your **Threshold Amount** (e.g., $100) - when your balance drops below this, auto-recharge triggers
4. Set your **Recharge Amount** (e.g., $500) - how much to add when threshold is reached
5. Ensure you have a valid payment method saved
6. Save your settings
7. The system will automatically recharge your account when needed
Configure automatic recharge thresholds and amounts
### Managing Payment Methods
**Adding a Payment Method:**
1. Navigate to **Account Balance** → **Settings** tab
2. Click on **Add Payment Method** button
3. Enter your card details in the secure Stripe form:
* Card number
* Expiration date (MM/YY)
* CVC/CVV security code
* Cardholder name
* Billing address
4. Click **Save** to securely store your payment method
5. Your payment method will be available for future transactions
**Viewing Your Payment Method:**
* Your payment method displays the card brand (Visa, Mastercard, etc.) and last 4 digits
* Expiration date is shown for reference
* This payment method will be used for all automatic charges
Manage your saved payment method
**Removing a Payment Method:**
1. Navigate to **Account Balance** → **Settings** tab
2. Find the payment method you wish to remove
3. Click the **Delete** or **Remove** button
4. Confirm the deletion
5. The payment method will be detached from both EzOM and Stripe
### Monthly Subscription Fee
The Monthly Subscription Fee section in the Settings tab allows you to view your monthly fee details.
**Viewing Your Monthly Fee Information:**
1. Navigate to **Account Balance** → **Settings** tab
2. Locate the **Monthly Fee Information** card
3. View the following details:
* **Current Monthly Fee**: The amount charged each month (displayed in dollars)
* **Next Charge Date**: When the next monthly fee will be processed (always the 1st of the upcoming month)
4. Note the message "Automatically processed on the 1st" indicating the billing schedule
Monthly fee information view
**Understanding the Billing Cycle:**
* Monthly fees are charged automatically on the **1st of each month**
* The system prevents duplicate charges within the same calendar month
* All monthly fee charges appear in your transaction history with "Monthly fee" in the description
### Viewing Transaction History
1. Navigate to **Transaction History** from your profile menu
2. Use the filters to narrow down transactions by:
* Date range
* Transaction type (Charge, Recharge, Refund)
* Transaction status
* Consignment number or description (via search)
3. Click on any transaction to view detailed information including:
* Transaction ID
* Amount and currency
* Date and time
* Status
* Related consignment numbers
* Detailed charge breakdowns
4. Use the **Export to CSV** button to download transaction records for accounting and reporting
### Understanding Your Charges
**Storage Fees**: You are billed for storing inventory in the warehouse. Storage fees are calculated based on:
* **Volume**: Cubic meters (CBM) or unit of measure (UOM)
* **Duration**: How long items have been stored (age-based pricing tiers)
* **SKU Type**: Item size category (T25, T50, T120, T240, TM)
* **Season**: Seasonal surcharges may apply (October-December)
* **Billing Period**: Daily or weekly, depending on your agreement
Example age-based pricing tiers:
* 0-30 days: Base rate
* 31-60 days: Increased rate
* 61-90 days: Higher rate
* 91-120 days: Higher rate
* 121-180 days: Higher rate
* 181-360 days: Higher rate
* 360+ days: Premium rate
**Processing Fees**: Each warehouse operation incurs a processing fee:
* **Inbound Processing**: Receiving and putaway charges based on SKU count and complexity
* **Outbound Processing**: Picking and packing charges based on order complexity
* **Special Handling**: Additional fees for special requirements
**Shipping Costs**: When orders are shipped, courier fees are automatically charged based on:
* Selected shipping carrier and service level
* Package dimensions and weight
* Destination address and zone
* Any applicable surcharges or fees
### Managing Low Balance and Service Continuity
To ensure uninterrupted warehouse services:
**Set Up Auto-Recharge (Recommended):**
1. Configure threshold and recharge amounts in Settings
2. Save a valid payment method
3. Enable auto-recharge
4. Monitor email notifications for auto-recharge events
**Manual Balance Monitoring:**
1. Check your balance regularly in the Account Balance dashboard
2. Set up low balance notifications (if available)
3. Add credits proactively before running out
4. Review transaction history to forecast future expenses
5. Identify spending patterns and plan accordingly
**Best Practices:**
* Maintain a buffer above your auto-recharge threshold
* Update expired payment methods promptly
* Review monthly charges to optimize costs
* Export transaction history monthly for record-keeping
* Contact support if you notice unexpected charges
## Troubleshooting
### Payment Method Issues
**Problem: Unable to add payment method**
* Ensure all card details are entered correctly
* Check that the card has not expired
* Verify that your card supports online transactions
* Contact your bank if the card is being declined
* Try a different payment method
* Clear browser cache and cookies, then retry
**Problem: Payment method declined during recharge**
* Verify sufficient funds are available on the card
* Check with your bank for any transaction blocks
* Ensure the card supports international transactions (if applicable)
* Update your card details if information has changed
* Try using an alternative payment method
**Problem: Auto-recharge not working**
* Verify auto-recharge is enabled in Settings
* Check that a valid payment method is saved
* Ensure the payment method has not expired
* Verify threshold and recharge amounts are set correctly
* Check your email for any failed transaction notifications
* Review transaction history for auto-recharge attempts
### Transaction Issues
**Problem: Transaction stuck in "Initiated" or "OnHold" status**
* Wait 5-10 minutes for payment processing to complete
* Check your email for payment confirmation from Stripe
* Refresh your browser to update the transaction status
* If the status doesn't change after 30 minutes, contact support
* Check if your bank requires additional authentication (3D Secure)
**Problem: Transaction shows as "Failed"**
* Review the failure reason in transaction details
* Check payment method validity
* Ensure sufficient funds are available
* Retry the transaction with corrected information
* Contact support if the issue persists
### Balance Issues
**Problem: Balance not updating after payment**
* Allow 5-10 minutes for payment processing
* Refresh your browser or re-login to the platform
* Check transaction history to confirm payment completion
* Verify the transaction status is "Completed"
* Contact support if balance doesn't update after 30 minutes
**Problem: Unexpected charges appearing**
* Review transaction history for charge details
* Check the "remarkExtra" field for detailed breakdowns
* Verify associated consignment numbers
* Review storage fee calculations based on your inventory
* Export transaction history for detailed analysis
* Contact support for clarification on specific charges
## Frequently Asked Questions (FAQ)
### General
**Q: What currencies does the platform support?**
A: Currently, the platform processes all transactions in Australian Dollars (AUD).
**Q: How secure is my payment information?**
A: All payment information is processed and stored securely by Stripe, a PCI-compliant payment processor. EzOM never stores your full card details on our servers. We only store tokenized references provided by Stripe.
**Q: Can I get an invoice for my transactions?**
A: Yes, you can export your transaction history to CSV format from the Transaction History screen. This export includes all transaction details suitable for accounting purposes. Email receipts are also sent for each recharge transaction.
### Payment Methods
**Q: Can I save multiple payment methods?**
A: Currently, you can have one active payment method per organization. To change your payment method, remove the existing one and add a new one.
**Q: What happens if my card expires?**
A: You will receive notifications before your card expires. Update your payment method in the Settings tab before expiration to avoid service interruptions, especially if you have auto-recharge enabled.
**Q: Do you store my credit card information?**
A: No, EzOM does not store your full credit card details. We use Stripe's secure tokenization system, which provides us with a secure token to process payments without accessing your actual card information.
### Auto-Recharge
**Q: When exactly does auto-recharge trigger?**
A: Auto-recharge triggers when your available balance falls below the threshold amount you configured. The system checks your balance after each charge transaction.
**Q: Will I be notified when auto-recharge occurs?**
A: Yes, you will receive email notifications when auto-recharge is triggered and when the recharge transaction completes.
**Q: Can I set different auto-recharge amounts for different times?**
A: No, currently you can only configure one threshold amount and one recharge amount. These settings apply to all auto-recharge events.
### Monthly Subscription Fee
**Q: When is the monthly fee charged?**
A: Monthly fees are automatically charged on the 1st of each month. The system processes all organizations with a configured monthly fee (greater than $0) on this date.
**Q: How do I view my monthly fee transaction history?**
A: Navigate to **Transaction History** from your profile menu. Monthly fee charges appear as CHARGE transactions with "Monthly fee" in the description. You can filter by transaction type or search for "Monthly fee" to find these specific transactions.
**Q: What happens if my balance is too low when the monthly fee is charged?**
A: If you have auto-recharge enabled with a valid payment method, the system will automatically top up your balance when it falls below your configured threshold. This ensures sufficient funds are available for monthly fee charges. If auto-recharge is not enabled or fails, the monthly fee charge will still be processed, which may result in a negative balance.
**Q: Will I receive a notification when my monthly fee is charged?**
A: Yes, you will receive a notification when your monthly fee is processed. The notification includes the amount charged and the transaction details.
**Q: What if I don't see a monthly fee configured for my organization?**
A: If no monthly fee is displayed or the amount shows as $0, your organization may not have a monthly subscription fee configured. Contact EzOM support for clarification on your billing arrangement.
### Charges and Fees
**Q: How are storage fees calculated?**
A: Storage fees are calculated based on multiple factors including inventory volume (CBM or UOM), storage duration (age-based tiers), SKU type, and season. Fees are charged daily or weekly depending on your service agreement.
**Q: Why do I see "OnHold" charges?**
A: OnHold charges are transactions that have been initiated but not yet completed. This typically occurs when an order is created but not yet shipped or when warehouse operations are pending completion.
**Q: Can I get a refund for incorrect charges?**
A: Yes, if you believe you have been incorrectly charged, contact support with the transaction details. After investigation, valid refunds will be processed to your account balance.
### Transaction History
**Q: How long is transaction history retained?**
A: Transaction history is retained indefinitely for your records. You can search and export transactions from any historical period.
**Q: Can I export transaction history for accounting purposes?**
A: Yes, use the "Export to CSV" button on the Transaction History screen to download your complete transaction records with all details.
**Q: What does "remarkExtra" contain in transactions?**
A: The remarkExtra field contains detailed breakdowns of charges, including consignment numbers, SKU details, warehouse charges, and other specific information related to the transaction.