FAQs: Payment and refunds
What currencies can we pay with?
We currently accept the Australian Dollar (AUD), Brazilian Real (BRL), Canadian Dollar (CAD), Euro (EUR), Great British Pound (GBP), Japanese Yen (JPY), New Zealand Dollar (NZD), and US Dollar (USD).
I’m not the billing contact for our company. Can I have billing statements automatically sent to someone else?
Yes, you can. To change the billing contact for your company, contact the appropriate billing team for your region.
Region
| Region | Billing team email address |
|---|---|
| NA (North America) | nacollections@genesys.com |
| LATAM (Latin America) | LATAMreceivables@genesys.com |
| EMEA (Europe, the Middle East, and Africa) | receivables.EMEA@genesys.com |
| APAC (Asia Pacific) | apac_billing@genesys.com |
How do I cancel a paid subscription?
To assist with any service changes, contact Product Support. For more information about Genesys Cloud Product Support, see About Genesys Cloud Product Support.
Can I pay my invoice by Credit Card?
Yes. Customers in the US and Canada can pay invoices online using Stripe, a comprehensive online payment platform. At the bottom of every Genesys invoice you will find an online payment link that is unique for your organization. Based on the amount of the invoice, you will be offered a choice of payment method along with payment instructions. Upon completion of the process, you will receive a receipt.
For more information, see our detailed Stripe Payment Processing FAQs, contact NACollections@Genesys.com, or visit Stripe.com.
Which payment methods are accepted, and what are your payment terms?
We accept ACH/EFT, wire, or check. Our payment terms are net 30 days.
How frequently will I receive an invoice?
All non-recurring charges are invoiced immediately after your order is placed. Invoices for hardware are sent after your hardware ships.
For Annual pre-pay subscriptions: your annual subscription invoice is sent after you place your order. During your ramp period, you receive monthly invoices for the actual charges billed in arrears. After the ramp, you receive monthly invoices only if there is usage beyond the contractual commitment.
For Annual monthly subscriptions: you receive your service invoices on a monthly basis during the ramp period for the actual charges billed in arrears. At the end of the ramp period, your invoice includes the actual charges for the prior period and your pre-pay based upon your committed number of users. You continue to receive monthly invoices during your subscription period for your pre-pay commitment. Any usage beyond your established (pre-paid) commitment is included on the invoice and is billed in arrears based on actual usage for the previous billing period.
For Monthly subscriptions: you receive monthly invoices. During the ramp period, we bill in arrears based on actual usage. Once your subscription begins, we bill in arrears for the committed monthly user subscription or the actual user subscription, whichever is greater. Other charges based on your subscription may appear as well.