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Invoices and payment

Who sends your invoices, how VAT is handled, and what happens when a payment fails.

2 min read Beta

This feature is still being built. Some steps or screens may change.

You pay for ChaosDesk through our payment provider, which acts as merchant of record: it is the seller on your invoice, charges your card and works out and pays the sales tax or VAT.

Invoices

  • Self-serve plans are invoiced by the payment provider. Its invoice is the legal one.
  • Metered add-ons (AI agent resolutions, SMS and WhatsApp through our account) are charged once a month, after the month closes, as one line per add-on on the next invoice. See AI agent billing.
  • Enterprise contracts paid by bank transfer get an invoice from us, with your purchase order number if you give one.

Billing emails go to your workspace’s billing contacts, or to its admins when no billing contact is set.

VAT

Your billing details hold your company’s country and VAT number, and the payment provider puts them on your invoices. ChaosDesk checks the VAT number’s format and validity with the EU’s VIES service.

  • An EU business with a valid VAT number in another EU country pays no VAT; the invoice carries a reverse-charge note.
  • Other EU customers pay the VAT rate of their country.
  • Customers outside the EU pay no EU VAT.

When a payment fails

The payment provider retries the charge on its own schedule. On our side, counted from the first failed payment:

  1. Day 0, 3 and 7: your billing contacts get an email (payment failed, reminder, final notice). Admin Center, Integrations, Plan and billing shows A payment failed. Update your payment method to keep your plan.
  2. Day 14: the workspace becomes read-only for agents. Customers can still write in, and your automations and notifications keep running.
  3. Day 30: the workspace is suspended. Agents cannot sign in, nothing is sent out, but incoming email and chat messages are still stored. The workspace owner can still sign in to pay or export the data.

A successful payment ends this at any stage and lifts a suspension it caused.

Chargebacks

If a payment is disputed with your bank, outgoing email, messages and AI pause while the dispute is open. Agents can keep working tickets, and incoming mail still arrives.

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