Contact our support team for billing-related issues
We are dedicated to providing seamless route planning and local delivery solutions to help your business thrive. We understand that managing your account and billing details is an important part of this experience. If you have any questions or concerns regarding your billing or subscription for EasyRoutes, our support team is here to assist you promptly and efficiently.
How We Can Help:
- Clarifying billing statements and charges
- Assisting with subscription plans and upgrades
- Resolving payment issues or discrepancies (e.g. credits or refunds)
- Answering any other billing-related inquiries
How to Reach Us: For any billing-related concerns, please don't hesitate to reach out to our support team. You can contact us directly at support@roundtrip.ai and we'll be here to assist.
Frequently Asked Questions (FAQ):
1. Understanding Your Billing Cycle (e.g. what is on my invoice?)
When you subscribe to EasyRoutes through Shopify, your billing operates on a 30-day cycle. This cycle begins immediately after your 14-day free trial concludes, provided you continue with the subscription. It’s important to note that the app’s billing cycle is independent of Shopify’s billing cycle for your invoice. As a result, you might receive an invoice for a subscription period on a different date than your subscription period. For example, if you cancel a subscription, you may receive an invoice for this days later for the final subscription period that was used. This occurs because the app’s subscription period and Shopify’s billing periods don’t always align. For more detailed information, please refer to Shopify’s documentation on app subscriptions. In general, you can review the invoice itself to confirm which 30-day subscription period was billed.
2. How Are Upgrades and Downgrades Handled?
EasyRoutes offers flexibility in managing your driver seats. You can add or remove driver seats at any time to accommodate your business needs. When you make changes to the number of driver seats on your subscription during a billing cycle, charges or credits are prorated based on the changes made. For a detailed explanation of how prorating works when changing your driver seats on your subscription, please visit our support article.
3. What Are Usage Fees?
Usage fees in EasyRoutes are primarily associated with topping up your SMS account balance for our SMS notifications service, which is not included in the monthly plan fee. These fees are opt-in and usage-based. You can manually add funds to your SMS balance, or opt-in to automatic top-ups when your credits are depleted. This ensures uninterrupted SMS notifications to your customers. For more information on how the usage-based SMS account balance works, please refer to our help center article.
Our team is committed to resolving your inquiries quickly so you can continue focusing on delivering exceptional service to your customers.
Thank you for choosing EasyRoutes. We appreciate your business and are always here to help!