Gladly’s Zuora integration surfaces the Customer’s Zuora account directly on the Gladly Customer Profile: balance, subscriptions and their charges, invoices, payment methods, payments, credit memos, refunds and order history. Team members can cancel, skip, resubscribe, credit and refund without leaving the Conversation.
Key benefits
See the whole billing picture at a glance
One card shows the account’s balance and status, every subscription with its rate-plan charges and pause dates, the last six invoices, payment methods, payments, credit memos, refunds and order history. Active subscriptions list first; everything else lists newest first.
Handle the subscription conversations end to end
Team members can cancel a subscription (at the end of the term, the end of the last invoice period, or on a specific date), skip the next box, or bring back a customer who cancelled, straight from the Conversation.
Credit and refund inside a cap you set
Issue a credit memo against one of the customer’s charges, then refund it to their card. Each has a per-request cap an administrator sets, enforced in the action itself.
Nothing runs without a confirmation
Every action requires the team member to tick an explicit confirmation before Zuora is called. The check is enforced in the action itself, not only in the form, so Gladly AI or a Workflow cannot skip it either.
Every change is audited in Zuora
Each action requires a comment, which is written to Zuora as the audit text on the order, memo or refund, together with the Gladly customer ID. Every write also carries an idempotency key, so a retried request is not applied twice.
Supported features
The Zuora App Platform integration is available in the following areas of Gladly:
Gladly Team
One card is available on the Customer Profile, and five actions are available from the Conversation’s compose menu. When a team member opens a Conversation, the card reads the customer’s zuora_account_number and renders that customer’s Zuora account alongside the Conversation.
Every action that takes an identifier presents it as a picker over this customer’s own data, never a free-text box: the subscription to cancel or skip, the charge to credit or bring back, the memo to refund and the card to refund it to. That is what keeps a team member from acting on someone else’s account.
Gladly AI
The same five actions can be added to Gladly AI and Workflows. Nothing is available to Gladly AI until you add it in the Gladly AI settings, and the confirmation requirement and the credit and refund caps apply to AI calls exactly as they do to team members.
Zuora is connected with an OAuth client (client ID and secret) entered in Gladly Settings. Gladly requests and refreshes the access token automatically.
Details
What data can you access
Account
Account number, status and account name
Balance and credit balance, in the account’s currency
Bill-to contact name and email
Currency, auto-pay, and payment terms
When the data was last fetched from Zuora
Subscriptions and charges
Subscription number and status
Term start and end dates, term length, auto-renew, and billing period
Pause dates: “Paused from” and “Resumes on” for a skipped box, which Zuora otherwise hides behind an “Active” status
Each rate-plan charge: price, rate plan, charge type, pricing summary, billing period, quantity, and effective dates
Invoices
The last six invoices: number, status, invoice date, amount, balance and due date
Payment methods
Type and masked detail (for example, “Visa ending 1111”), expiry, holder and status
Which method is the account’s default
Payments, credit memos and refunds
Payments: amount, applied, unapplied and refunded amounts, type, gateway state and comment
Credit memos: amount, applied, unapplied and refunded amounts, reason, source and comment
Refunds: amount, method, the payment it was made against, reason, gateway state and comment
Order history
Each Zuora order: number, date, status, the subscriptions it touched, and its description
Available actions
Cancel subscription: at the end of the current term, the end of the last invoice period, or on a specific date
Skip next box: suspends the subscription today and resumes it one billing period later
Resubscribe: creates a new subscription on the same account with a rate plan the customer had, billed immediately, with an optional quantity and term (1 to 60 months, default 12)
Issue credit memo: posts a credit against one of the customer’s charges, held as unapplied credit that offsets the next invoice
Refund credit memo: sends an unapplied credit back to the customer’s payment method through the gateway
How does customer matching work?
The app matches on the zuora_account_number custom attribute on the Gladly Customer Profile. There is no email lookup: the value must be the customer’s Zuora account number, captured by a team member or a Workflow step. A profile with no value gets no lookup and an empty card.
Every section of the card is scoped to that one account, and every action picker is built from it, so a team member only ever sees and acts on the account attached to the customer in front of them.
Key use cases
1. Answer “why was I charged?” from the card
Use case: A customer asks about a charge on their card.
How it works: The team member reads the invoice, the payment that settled it and the subscription charge behind it straight off the card, along with the account balance and any credit already on file.
Business impact: Billing questions are answered in the first reply, without a handoff to the finance team or a login to Zuora.
2. Skip, cancel, or win a customer back
Use case: A customer wants to skip their next box, cancel, or come back after cancelling.
How it works: The team member picks the subscription from the compose menu and skips the next box, or cancels it with the policy the customer asked for. Zuora cannot un-cancel a subscription, so Resubscribe creates a new one with a rate plan the customer had before, billed immediately.
Business impact: Retention conversations (a skip instead of a cancel, or a win-back) happen in the Conversation, and every change is recorded in Zuora with the team member’s comment.
3. Credit a customer and refund it to their card
Use case: A customer was overcharged or had a bad experience and should get money back.
How it works: The team member issues a credit memo against the relevant charge. To send the money back to the customer’s card rather than hold it against the next invoice, they then refund that memo to the payment method on file. Card refunds typically land in 5 to 10 business days.
Business impact: Goodwill credits and refunds are resolved in one Conversation, inside the per-request caps the administrator set.