Template · Updated
Billing FAQ template
Billing questions are high stakes. Customers ask them when money is involved, and a vague or outdated answer turns into a refund request or a cancellation. This template keeps the answers plain and the numbers in one place.
Short answer
A billing FAQ answers money questions plainly and in one place: what each plan includes, how to change or cancel, where receipts are, what the refund policy is, and how taxes work. Link the pricing page instead of repeating prices, state limits as numbers, and give the honest answer even when it's “no”.
When to use this template
Use this template for a billing FAQ or a short set of billing articles. Most SaaS teams need it before launch: trial and plan questions start on day one. If you have many billing topics, split the longer answers into their own articles and keep the FAQ as the index.
What goes in it
Plans and what's included
Link the pricing page for prices and list what changes between plans as plain limits: seats, usage, features.
Changing or cancelling
Where to do it, what happens right away, and what happens at the end of the billing period.
Invoices, receipts, and payment methods
Where to download them, how to add company details or a tax ID, and how to update a card.
Refunds and failed payments
Your policy in one or two sentences, and what happens when a payment fails.
Taxes and currency
Whether prices include tax, which currencies you charge in, and where tax details appear on invoices.
The template
Copy it into your help center editor and replace the bracketed parts.
# Billing FAQ
## What does each plan include?
[Link to the pricing page.] [Plain list of limits that differ between plans.]
## How do I upgrade, downgrade, or cancel?
[Where in the app.] [What happens immediately.] [What happens at the end of the period.]
## Where are my invoices and receipts?
[Where to download them.] [How to add company details or a tax ID.]
## How do I update my payment method?
[Steps.]
## What's your refund policy?
[One or two plain sentences.]
## What happens if a payment fails?
[Retries, grace period, what the customer loses access to and when.]
## Do prices include tax?
[Answer.] [Currencies you charge in.]Example: Ledgerloop's billing FAQ, two answers
## How do I upgrade, downgrade, or cancel?
Open Settings, then Plan. Upgrades take effect right away and you're charged the difference for the rest of the month. Downgrades and cancellations take effect at the end of your billing period; your invoices and clients stay available to export for 30 days after that.
## What happens if a payment fails?
We retry the card three times over seven days and email the account owner each time. If all three fail, your account switches to read only: you can see and export everything, but can't send new invoices until the card is updated.Mistakes to avoid
- Repeating prices in several articles, so a price change leaves some of them wrong.
- Vague answers like “contact us for refunds” when you have a clear policy.
- Leaving out what happens at the end of the billing period when someone cancels or downgrades.
- Describing plan limits in marketing language instead of numbers.
- Hiding the answer customers don't want, which turns into angrier tickets later.
How to keep this article current
Billing articles drift when plans, limits, or grace periods change in code or in your billing provider. usedocs proposes an edit when a merged pull request changes a plan limit or billing rule an article states, and the scheduled check compares stated limits with the code and your website. Questions customers ask the assistant about billing that the FAQ doesn't cover become gaps with drafted answers. Prices set only in your billing provider still need a human check.
FAQ
Should a billing FAQ list prices?
Link the pricing page instead. Prices in several places go out of date at different times.
Should billing questions be one FAQ or separate articles?
Start with one FAQ; split out any answer that grows past a few paragraphs.
How plainly should I state the refund policy?
In one or two sentences, including when the answer is no. Vague policies create more tickets than clear ones.
Can an AI assistant answer billing questions?
Public ones, like plan limits and how to cancel, yes. Questions about a specific charge should go to a person.
How often should the billing FAQ be reviewed?
Every time a plan, limit, or price changes, and quarterly regardless.