Subscription billing generates a steady stream of the questions support teams answer most: when does this bill, what card is on file, do I owe anything, what would an upgrade cost, and how do I cancel. Gladly’s Chargebee integration surfaces the Customer’s subscriptions, payment method, invoices and credit balances directly on the Gladly Customer Profile, and lets team members resolve the common billing requests without leaving the Conversation.
Key benefits
See the customer’s subscription state instantly
The Chargebee card shows each subscription’s status and plan name, its price and billing cadence, the next billing date, the scheduled end date when a subscription is cancelling at term end, the payment method on file, the count and total of unpaid invoices, and any refundable or promotional credit balances, live from Chargebee, on the profile.
Resolve billing requests in the Conversation
Team members can send a payment-update link, send a retention offer, preview what an upgrade would cost, generate an upgrade checkout link, update a billing or shipping address, and cancel a subscription, straight from the compose menu.
No card data ever transits Gladly
No action in this app charges a card. Every money-moving step happens on a Chargebee-hosted page that the customer completes themselves, and the card shows only a brand, last four digits and expiry, never a full number.
Retention before cancellation
Sending a Chargebee-hosted save-offer page is the intended first response to cancel intent. Direct cancellation is off by default and requires an administrator to enable it, so the retention path is the one available out of the box.
Supported features
The Chargebee App Platform integration is available in the following areas of Gladly:
Gladly Team
The Chargebee card is available on the Customer Profile, and six subscription-management actions are available from the Conversation’s compose menu. When a team member opens a Conversation, the card matches the customer by email address and renders their Chargebee subscriptions alongside the Conversation.
Chargebee is connected with a site name and API key entered in Gladly Settings. There is no OAuth flow, and no command-line tools are required at any point.
Details
What data can you access
Chargebee subscription card
Subscription status – active, in trial, non-renewing, paused, cancelled, future, or transferred
Plan name, resolved to a readable name from your Chargebee catalog rather than a raw item price ID
Add-on count on each subscription
Price, billing period and unit, and the next billing date
Scheduled end date for subscriptions cancelling at term end
Payment method on file – card brand, last four digits and expiry, display only
Outstanding invoice count and total amount due
Refundable and promotional credit balances
Available actions
Send payment update link – a Chargebee-hosted page where the customer updates their card
Send retention offer link – a Chargebee-hosted pre-cancel and save-offer page
Preview upgrade cost – a read-only prorated estimate; nothing is persisted
Generate upgrade checkout link – a Chargebee-hosted checkout the customer completes
Update address – a customer’s billing address or a subscription’s shipping address
Cancel subscription – guarded by an administrator opt-in and a typed confirmation
How does customer matching work?
The app matches customers by email address. No custom attribute is required.
When a team member opens a Conversation, the app looks up the customer’s email in Chargebee. Exactly one match resolves the customer and renders the card. A Gladly customer with no matching Chargebee record, or one whose email matches more than one Chargebee customer, simply shows no card, never an error, and the rest of the Customer Profile is unaffected.
Key use cases
1. Answer “when does this bill?” from the card
Use case: A customer asks when their subscription next charges, and what card it will use.
How it works: The team member reads the next billing date, price, billing cadence and the card on file straight off the Chargebee card – no lookup, no second system.
Business impact: Routine billing questions are answered in the first reply, without the team member leaving the Conversation.
2. Recover a failed payment
Use case: A customer’s payment failed, or their card is about to expire.
How it works: The team member sends a Chargebee-hosted payment-update link from the compose menu. The customer enters their new card details directly on Chargebee’s page – no card data passes through Gladly or the team member.
Business impact: Involuntary churn is recovered in the Conversation where the customer already is, and the team never handles payment details.
3. Retain a customer who wants to cancel
Use case: A customer says they want to cancel.
How it works: The team member sends a Chargebee-hosted retention offer rather than cancelling outright. If the customer still wants to cancel after the save offer, and the administrator has enabled it, the team member cancels directly with a typed confirmation.
Business impact: Every cancel request is routed through a save offer first, and direct cancellation stays a deliberate, auditable decision.
4. Quote and complete an upgrade
Use case: A customer asks what moving to a different plan would cost.
How it works: The team member runs Preview upgrade cost, choosing the target plan by name from a picker populated from your Chargebee catalog, and reads the prorated amount back to the customer. If the customer agrees, the team member generates a checkout link for the same plan and the customer completes the charge on Chargebee’s page.
Business impact: Upgrades are quoted accurately and closed in the Conversation, without the team member needing to know Chargebee plan IDs.
Notes and limitations
Retention offers require Chargebee Growth on your site. Without it, that action is unavailable; every other action is unaffected.
The app uses Product Catalog 2.0 endpoints. Product Catalog 1.0 sites are not supported.
Data pulls read up to 100 subscriptions, payment sources, unpaid invoices and catalog item prices per refresh, which is Chargebee’s maximum page size.
Chargebee replaces the whole address on an update and clears any field left blank, so the Update address action asks for the complete address every time.
Subscriptions that carry add-ons cannot be upgraded from Gladly. Chargebee’s upgrade endpoints replace the subscription’s entire item list, which would remove those add-ons, so the action is blocked and directs the change to Chargebee.
There are no webhooks. The card refreshes when the Customer Profile is opened; Chargebee changes are not pushed into Gladly in real time.