Giving credits to customers

Sometimes we might want to offer a customer one time credits to cover an upcoming invoice, for example when accommodating a trial for a new product or offering compensation for a recent incident. Here’s how to do that.

• Go to Billing Admin → Credits
• Click Add Credit at the top right.
• Click Add credit at the top right.
• Select the customer from dropdown or search
• Enter the total credit amount.
• choose from the following options for reason:
• First Big Bill
• Unwanted Spike
• Trial Accommodation
• Promo Credit
• Incident Credit
• Bug Credit
• Other
• Add any internal notes for context in Notes section.
• Include a link to a related Slack message, PostHog Support ticket, or internal discussion in reference link field
• Click Save and the credit will automatically be added to the customer’s balance in Stripe and applied to their next invoice.

Things to keep in mind

• Credits only apply to upcoming invoices.
• If you’re trying to adjust a completed invoice, this should be handled as a refund instead. See refund or credit? for which one to use.
• Always include enough context in your notes or reference link so others understand why the credit was given.