Module 4: Understanding plan limits and billing
In this module:
- The Plans and Billing page.
- Tracking responses and users.
- Billing, payment history & receipts.
- Updating a credit card.
- Economizing.
- Cancellation tips.
And a bit of help:
Module 4 video
Click CC to enable captions in YouTube or read the full transcript below.
Module 4 practice quiz
FYI: All of the questions on the final exam are taken from the practice quizzes!
- Click here to take the practice quiz for Module 4
- Click here to review the quiz answers
Show Notes № 4
- Try our free 14-day Premium trial
- Delighted pricing grid
- Pricing Plans and Billing in the Help Center
- Admin Extras: Designing effective CX programs
Quiz answers
Read the transcript
If you wish to follow along with the script, or just prefer reading, a complete transcript of the video can be seen below.
Welcome back to Delighted’s Admin Certification training. This is Module 4: Understanding plan limits and billing.
This module is silly simple, because Delighted’s goal is to maximize what you have access to, no matter what plan you’re on.
And if you’re interested, we’ve included a link to an article all about our free 14-day premium trial in the Show Notes. Find the link below in the video description!
Your account usage, your current plan, and your available features are intertwined and will help guide your evolution with Delighted. Balancing this trio will help you scale up or scale back your Delighted plan to fit your ever-evolving needs.
Your usage metrics merit periodic inspection. The “Plans and Billing” page lets you easily track your plan in one place. (It’s a very helpful page, to be sure).
To analyze your plan: click “Account,” then select “Plans and Billing.”
You’ll see your plan level, the price you pay and how often you pay it, your usage metrics, and your available features at a glance.
And here’s some great news! The only limits on your plan are the number of responses you can receive and the number of users who can join your account. All other features are unlimited and available in every Delighted plan. (Now that’s a compelling value proposition!)
Delighted tracks your response count (from all projects across both Delighted CX and Delighted Surveys) on the Plans & Billing page.
Responses are applied toward your limit for the current billing cycle. Response counts are refreshed monthly, beginning on the day you opened the account. For example, if you started on October 10, your response limit will be replenished on November 10.
If you hit your response limit, we’ll simply pause response collection until your plan replenishes. Potential respondents will see a note informing them that surveys are temporarily closed.
Delighted won’t surprise you with a bill for extra responses. If you run into issues with your limit, simply reach out to our team and we’ll be happy to help. However, if you regularly max out your response count, it may be time to rethink your plan selection.
Billing requires either a credit card (the most common option), or annual invoicing (often used by larger organizations).
Admins with credit card billing can easily view their payment history on the Plans and Billing page. Admins with invoiced accounts are not left in the dark either. They receive email invoices that make it easy to track and forward payment info to Accounts Payable.
To view your payment details: head to the Accounts page, choose “Plans and Billing,” and scroll to the “Payment” section, where the last 4 digits of your credit card number are displayed (note: if you’re being invoiced, you’ll see “Your account is being invoiced” instead).
To update your credit card: click “Change” under payment method, edit or enter the card number, date, and CVC code, and choose “Update card.”
If your card is set to expire soon, you’ll be notified when you log in. You can choose “Update credit card” to immediately revise your card’s info, or navigate to the Plans & Billing and follow the steps.
After you update, you’ll get a pleasant note saying that everything is okay. (Off you go to get a well-earned coffee break.)
If you’re paying via credit card, we’ll generate a receipt after every charge. We won’t generate invoices unless your account is being invoiced.
To view and print your receipts: click “Account”-You guessed it! Choose “Plans and Billing”-scroll to payment and select “Payment history,” and then click on any charge to view the associated receipt. Select “Print” to get a PDF copy of the receipt.
You can also add information to your receipts, such as notes or details requested by your finance team by clicking “Receipt settings” and saving any changes.
Like reappraising an auto insurance policy, it’s worth reviewing your tier’s drivers to avoid hitting limits at crunch time. If you get close to your response limit, you’ll receive an email, and you’ll also see a yellow banner across the top of your Dashboard when you log into your account. You’ll also be notified when trying to invite more users that you’ve hit your max.
When you hit your limit, you’ll have three options:
1. Do nothing: Leave things as they are, and we’ll pause response collection until billing refreshes.
2. Do a little pruning: If you’ve hit your user limit, check to make sure that all of the users who have access are actively using their accounts. If not, their seats can be forfeited for someone new.
3. Upgrade: Upgrades take effect immediately. Any prorated amount from time remaining on your existing plan will be applied before you’re charged again.
You can upgrade (or downgrade) your plan yourself by: opening the Plans & Billing page, then choosing “Upgrade” (or “Downgrade”) and then confirming the change.
To cancel your account, scroll down to the bottom of the Plans & Billing page and choose “Cancel your account.” You’ll answer a quick question and your account can be canceled.
If you’re game, in lieu of a cancellation, we’ll help you find a solution. And don’t forget about our free plan!
That’s all for now on understanding plan limits and billing! We’ll see you again soon for the next module.