Billing FAQ

      Billing FAQ


        Article summary

        Products


        Reviews

        Supported plans

        Free, Starter, Pro, Premium, Enterprise

        eCommerce Platform

        Shopify, Shopify Plus, Adobe Commerce (Magento), BigCommerce, WooCommerce, Volusion, Salesforce Commerce Cloud, Custom

        This FAQ is directed at answering the most common questions regarding billing at Yotpo.

        Click on each question to view the answer:

        What happens if I exceed my plan limit?

        If you’re using the Reviews Booster for additional orders, you’ll be charged for its usage on a monthly basis.

        You can see a breakdown of your billing in Account Settings > Billing.

        Where can I see which credit card is connected to my Yotpo account?

        You can see which credit card is connected to your Yotpo account:

        1. Log into your Yotpo Account

        2. Click the   icon on the upper-right corner of your screen

        3. Choose Account Settings

        4. Click on Billing

        The last 4 digits of the credit card will appear on this screen.

        *Please Note: If you use Shopify as your e-commerce platform, your billing information is processed through the Shopify App Market. If you would like to view or update your billing information, please contact Shopify support using the following link:

        https://www.shopify.com/contact

        How can I update my credit card and billing details?

        Credit card and billing details can be securely updated from the billing portal in your Yotpo account:

        1. Log into your Yotpo Account

        2. Click the profile icon on the upper-right corner of your screen

        3. Choose Account Settings

        4. Click on Billing

        5. Click the Edit button under 'Credit Card Details'
           

        6. Update your details

        7. Click Save Changes

        For a detailed video explanation, click here.

        My account was cancelled, and I want to upgrade to my previous plan. How can I do that?

        You can re-upgrade to any self-service plan by accessing the billing portal in your Yotpo account:

        1. Log into your Yotpo Account.

        2. Click the   icon on the upper-right corner of your screen.

        3. Choose Account Settings.

        4. Click Billing.

        5. Click Upgrade on the plan you want to upgrade.

        If your previous plan is not available there, please contact our Support Team.

        How can I see which plan I'm on?

        You can find the plan you're on in the billing portal in your Yotpo account:

        1. Log into your Yotpo Account.

        2. Click the   icon on the upper-right corner of your screen.

        3. Choose Account Settings.

        4. Click Billing.

        The number of orders on my invoice does not match the actual numbers I have

        Your Yotpo package might be priced based on the number of automatic review request emails sent by your account. The number of sent review requests might be different than the number of your store's orders due to multiple products in one order, reminder emails, Q&A, etc.

        If you believe that your average charge was based on the wrong number of automatic review requests or orders, please contact Yotpo support and included the number of expected automatic review requests/orders for your account.

        I forgot to cancel my trial account and I was charged, can I get a refund?

        We understand that sometimes people forget to cancel subscriptions, so we offer refunds for up to 14 days after the end of the trial.

        You can request a refund by contacting our Support Team.

        My credit card expired but I can't update it now on my account.

        If you can't update your credit card details, it's likely that your account was downgraded to a free plan after we failed to charge your previous credit card.

        In order to update your card, you need to upgrade your account back to your desired premium plan in your account's billing portal:

        1. Log into your Yotpo Account

        2. Click the   icon on the upper-right corner of your screen

        3. Choose Account Settings.

        4. Click Billing.

        5. Click Upgrade on the plan you want to upgrade.

        Now you can update your credit card info under the 'Credit Card Details' section of the billing page.

        • If your previous plan is not available in the billing portal, it is no longer being offered.

        What payment methods can I use to pay for my Yotpo subscription?

        We accept any US or International credit card. Customers that join our annually pre-paid premium plans, may also pay with a wire transfer or ACH (US only).

        Can I have multiple payment methods/save multiple credit cards?

        No, our system can only save one payment method at a time. Updating your credit card details will delete the previous ones from our system.

        How can I see and download my past invoices?

        All of your invoices are sent to your billing email, but you can also access them from the billing portal of your account:

        1. Log into Yotpo Reviews.

        2. Click the   icon on the upper-right corner of your screen.

        3. Choose Account Settings.

        4. Click Billing.

        5. See Invoices.

        6. Click on the blue download arrow next to the invoice you want to download.

        Can I add or change my billing details on previously issue invoices?

        Unfortunately no. We use an automated billing system that does not allow us to retroactively edit invoices.

        How will I be charged after upgrading to an annual plan?

        This depends on your payment method. If you’ve been paying with a credit card, your first invoice will be prorated to take into account the previous billing period.

        If you’ve been paying via Shopify, your Shopify invoice will include a refund for the remaining period of your current plan. Your new plan will be charged to your credit card.

        Can I downgrade my annual plan?

        Yes. You can downgrade your plan up to 30 days before the end of your billing cycle.

        What is your cancellation policy?

        For information on plan cancellation, please click here


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