Billing and Payments

When To Use This#

Use this page when an article discusses invoices, payment methods, customer billing, business billing, plans, pricing, or subscription management.

Customer Billing#

• Customers may see invoices, saved payment methods, and payment actions in the customer portal.
• A payment action should be described as available only when it appears on the page.
• Billing outcomes such as refunds, credits, charge timing, and cancellation effects depend on the business's approved billing policy.

Business Billing#

• Business users may manage customer billing, invoices, and payment follow-up from the business app when the relevant billing tools are available.
• Owners or admins may also manage Hello Sniff plan or subscription settings from the business billing area or a linked billing surface.
• Pricing, plan limits, taxes, subscription terms, and cancellation terms should come from the current product or business-approved source, not from memory.

Safe Language#

• Say "when the payment action is shown" instead of promising every invoice can be paid from the portal.
• Say "review the current billing page" instead of restating terms that may change.
• Say "contact the business" when a customer billing outcome depends on business policy.
• Do not ask users to send full card numbers, provider secrets, or screenshots containing private payment details.

Policy Boundaries#

• Do not restate exact billing, refund, tax, or subscription terms from memory.
• Reference the current pricing or billing source instead of copying terms that may change.
• Do not promise payment success, refund approval, credit, subscription cancellation, or account changes from a support article.

Troubleshooting#

• If a payment action is missing, confirm the invoice status and the user's account.
• If a payment fails, review the visible error and try another saved payment method if available.
• If a business billing page is unavailable, ask an owner or admin to review staff access.
• If pricing is unclear, use the current public or in-app pricing source rather than an older article.