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To customize the checkout page, log in to the Subotiz admin and go to Settings > Customization > Checkout.The configuration page has two tabs:
  • Component tab — for customizing checkout modules such as the header, order summary, order details, payment form, and email field settings
  • UI tab — for adjusting colors, fonts, border radius, and padding
A live preview panel on the right shows how the checkout page looks in real time for both desktop and mobile views. The Save button is only active when changes are detected — click it to apply changes immediately.
Yes. The email field on the checkout page has three configuration options available from a dropdown menu:
  • Required (default) — customers must provide an email address before completing checkout
  • Optional — customers can choose whether to provide an email address
  • Hidden — the entire Contact section on the checkout page is hidden, and customers are not asked for an email address
When the email field is set to Required or Optional, a contact form title toggle appears and the marketing email subscription checkbox is displayed for customers to opt in or out. Setting the email field to Hidden removes the entire Contact section including the marketing subscription checkbox.
Yes. Subotiz provides a default preview product but you can customize it:
  1. Click Change preview product at the bottom of the preview area to open the configuration dialog.
  2. Search for your target product by Pricing name or Pricing ID, select the product, and click Confirm to close the dialog — the preview updates automatically.
Your custom preview product is saved for future sessions. If the saved product or pricing becomes unavailable, the system automatically reverts to the default product. Note that the preview is for display purposes only — interactive elements such as the back button and subscribe button are non-functional in preview mode.
The Customer Portal is a self-service interface where customers can view and manage subscriptions, payment methods, invoices, and billing records. Subotiz automatically generates a secure portal login link. Merchants can copy this link from Settings > Customization > Portal in the Customer portal link section and place it in website navigation, apps, or billing emails for customer access. Customers access the portal using a Magic Link — they enter their email address, the system sends a login email, and clicking the button signs them in directly without a password. Login links are valid for 30 minutes.Subscription details display:
  • subscription status
  • next billing date and amount
  • linked payment method
  • discount information (if applicable)
  • fixed-term information (if applicable)
Displayed modules and available customer actions depend on the merchant’s configuration.
Yes, but only when the merchant has enabled the relevant action permissions in portal settings. In the Subotiz admin, go to Settings > Customization > Portal.In the Subscription actions and rules section, the following actions can be individually enabled or disabled:
  • Pause or resume subscription
  • Cancel subscription — with cancellation timing and refund rule configuration
  • Change subscription — upgrade, downgrade, or switch plan, with effective timing and proration settings
For fixed-term subscriptions, two additional actions can be configured:
  • Convert to ongoing subscription — allows customers to convert eligible fixed-term subscriptions into ongoing subscriptions
  • Cancel fixed-term subscription — allows customers to cancel fixed-term subscriptions
If an action is not enabled, customers will not see the corresponding option in the portal.
Yes. In the portal subscription change rules, there is a setting called Allowed pricing plans where you can specify exactly which pricing plans customers are permitted to switch to. You can select multiple plans. Only the plans you select will appear in the customer’s Change subscription options — unselected plans will not be shown. This allows you to control the upgrade and downgrade paths available to customers without exposing all plans. If the Change subscription action is not enabled, this setting has no effect.
When the Billing history module is enabled in the portal settings, customers can do the following in the Billing History section:
  • view all past billing records
  • check payment amounts and payment statuses
  • generate and download invoice files
  • retry failed payments directly from the billing record
This section gives customers full visibility into their charge history and allows them to take action on failed payments without contacting the merchant. If the Billing history module is not enabled in the portal settings, this section will not appear for customers.
Yes. When a customer updates their information in the Profile section of the Customer Portal — such as name, email, billing address, or marketing email subscription preference — the changes are synchronized to the corresponding customer record in the Subotiz admin. The Profile section displays the fields that the merchant has configured to be visible in the portal settings under Customer information. Customers can view and update these fields directly, and the merchant will see the updated information in the customer profile in the admin.
No. The platform service fee depends on the payment channel used. Transactions processed through Subotiz Payments are not subject to platform service fees. Transactions processed via third-party payment providers such as PayPal or Airwallex are currently charged a 1% SaaS platform fee — the actual rate is based on what is displayed in the admin. All transactions remain subject to standard fees charged by the payment service provider (PSP) regardless of channel. Commissions are calculated in USD, and transactions in other currencies are converted at real-time exchange rates at the time of payment.
Platform service fees are not charged per transaction. They use an accumulation model: commissions accumulate continuously across transactions and are only triggered when the accumulated amount reaches a predefined minimum threshold.Two billing models apply depending on the payment channel:
  • Auto-Billing (postpaid) — commissions accumulate and are charged in a single invoice once the threshold is met.
  • Partner Fee (real-time deduction) — applies to specific channels such as PayPal, where commissions are deducted per transaction and do not follow the accumulation or threshold rules.
Only one unpaid invoice can exist at a time, and a new invoice is generated only after the current one is fully paid — however, transactions continue accumulating commission even when an invoice remains unpaid.
Yes, refunds directly reduce accumulated commission, and the balance can become negative. The rules are:
  • Commission reduction — refunded transactions reduce the accumulated commission accordingly. Partial refunds are supported and adjustments are calculated proportionally. A rounding adjustment is automatically applied to the final refund to ensure total accuracy.
  • Negative balance — if refunds exceed the original transaction amount, the accumulated commission may become negative. A negative commission balance is allowed and will be carried forward and reflected in subsequent billing calculations.
This ensures that commission charges accurately reflect actual net revenue.
Yes. Chargebacks are treated as refunds for commission calculation purposes. When a chargeback occurs, the commission associated with the disputed transaction is reversed and deducted from the accumulated commission balance. This means chargebacks affect the accumulated commission in the same way refunds do — they reduce the accumulated total, and if the deduction is large enough, the accumulated commission can become negative. A negative commission balance is allowed and will be carried forward into subsequent billing calculations.
Yes, linked payment methods can be removed:
  1. Go to Settings > Plan and billing > Billing details and scroll to the Payment methods section.
  2. Find the method to remove and click Unlink.
  3. Confirm in the dialog to complete the removal.
Important restriction: the last remaining payment method cannot be removed. If only one method is linked, the Unlink option will not be available — first link a new payment method, then unlink the old one. Best practice is to link a replacement before removing any existing method, and to avoid making changes immediately before an invoice is generated or a charge is due.
To view platform fee details, go to Settings > Plan and billing > My bills. Find the invoice you want to review, click More (…) and select Platform fee details.The page shows all transactions included in the invoice, with fields including:
  • transaction date
  • trade order ID
  • external order ID
  • refund order ID
  • order amount and currency
  • order type
  • payment provider
  • payment method
  • platform fee rate
  • actual platform fee in USD
You can search by Trade order ID or External order ID. To export the data, click Export in the top right, choose to export all orders or filtered orders, and download the CSV file.
Yes, but only for paid invoices. A downloadable invoice is only available once the invoice status is Paid. To download, go to Settings > Plan and billing > My bills, find an invoice with Paid status, click More (…) and select Download invoice. The file downloads directly to your device. Invoices with Processing or Failed status do not display the Download invoice option. Downloading an invoice for your records is recommended after each successful payment for accounting or financial purposes.
When a commission charge fails, the system sends an in-app notification with the charge amount and invoice number, and retries the charge automatically. If charges continue to fail, the following applies based on the first failure time. The system retries and sends an in-app notification after each attempt. After 7 days from the first failure, the store enters a restricted state. During restriction: only the Plan and billing section in the admin remains accessible — all other admin sections are view-only. Store transactions continue to operate normally and are not affected during restriction. If there are multiple unpaid invoices, each is counted independently — any single invoice exceeding 7 days can trigger the store restriction. A final warning email is sent 1 hour before the freeze is applied on day 7. Once the outstanding invoice is paid, the account is automatically restored and the next invoice is generated.
Three types of email notifications are sent for commission charge failures:
  1. Charge success email — sent immediately after a successful charge; sent only once.
  2. Charge failure reminder — sent immediately after the first charge failure, then once every 24 hours thereafter. Stops when the charge succeeds or when the 7-day freeze process begins.
  3. Final warning before the 7-day freeze — sent before the freeze action is applied on day 7 (7 days after the first failure). Sent only once; after this email, no further reminder emails are sent.
The timing countdown starts from the moment of the first failed charge. If the charge succeeds at any point — whether through automatic retry or manual payment — all pending emails are immediately stopped.
Common charge failure reasons and resolutions:
  • Expired card — unlink the expired card and link a valid replacement.
  • Insufficient funds — ensure the linked account has sufficient balance to cover the charge.
  • Authorization expired — re-authorize the payment method through the settings.
  • Payment method disabled — contact your payment provider or switch to another linked method.
To check the specific failure reason for your invoice, go to Settings > Plan and billing > My bills, find the invoice, click More (…) > Payment records, and review the failure message. Once the cause is resolved, go to Settings > Plan and billing > Billing details, update the payment method if needed, and click Pay now to retry — or wait for the system to retry automatically.
Yes. When a store is restricted due to unpaid commission invoices, customer-facing transactions continue to operate normally and are not affected. The restriction only applies to the merchant admin — all admin sections except Plan and billing become view-only and cannot be operated. Customers can still complete purchases, subscriptions, and payments as normal during this period. To restore full admin access, pay the outstanding invoice by going to Settings > Plan and billing > Billing details, and click Pay now. Once payment succeeds, the account is automatically restored.
Yes. When there are multiple unpaid commission invoices, each invoice is counted independently from its own first charge failure time. If any single invoice reaches 7 days of unpaid status, the store restriction can be triggered — even if other invoices have not yet reached that threshold. This means merchants with multiple overdue invoices should address the oldest unpaid invoice first to reduce the risk of account restriction. To view all unpaid invoices and their status, go to Settings > Plan and billing > My bills.
The GMV field in the My bills invoice list shows the total transaction volume within the billing cycle in USD. If the GMV appears different from your expected amount, check the following:
  • Currency conversion — transactions in non-USD currencies are converted to USD at the real-time exchange rate at the time of payment; rate fluctuations between transaction dates can cause differences from expected figures.
  • Refunds — refunded transactions reduce the GMV and accumulated commission accordingly. The Payment amount field shows the actual paid amount, while the Refund amount field shows total refunds in the billing cycle.
For transaction-level details, click More (…) > Platform fee details on the invoice to see each transaction with its original currency, order amount, and USD-converted transaction amount.
No. Subotiz applies a single active invoice rule: only one unpaid commission invoice can exist at a time. A new invoice will not be generated until the current unpaid invoice is fully paid. However, transactions continue to accumulate commission during the unpaid period. Once the outstanding invoice is paid, the system automatically generates the next invoice based on all accumulated commission since the last billing cycle. This means delayed payment does not cause any commission to be missed — it simply delays the generation of the next invoice.