Invoice explanation

Our invoices might seem complicated at first, but once you understand the key points there should be no doubt about how it works. The main thing to understand is that you always pay only for the real usage of your account. There are no hidden fees, all extra paid features are listed on our pricing page. The billing system works based on a forward fee for a usage paid upfront, which is on your next billing day fully returned, and the final price is instead calculated based on the real usage of your LiveAgent account.

For example, if your LiveAgent plan costs $39 per month per agent and during your current billing cycle you'll add 5 additional agents just for 1 week, you will pay only an aliquot payment for this usage. Therefore, you wouldn't pay additionally the full monthly price of $195 for 5 agents, but only $45.5.

First payment

When you upgrade your LiveAgent account from a trial/Free plan to a paid plan, your first invoice will contain only the Prepayment for new period section. It is the forward fee for your account, calculated based on the current usage of the account on the day when you upgrade, e.g. agents count and addons not included in the chosen plan. The example invoice has been generated for a LiveAgent account on the All-inclusive plan that cost $39 per month per agent. On the day of the upgrade, the LiveAgent account had 1 base agent + 1 additional agent, so the customer paid $78 ($39 x 2 agents).

The forwarded fee is returned on the next billing day and you will be charged only for the real usage of the LiveAgent account instead. If you change your usage during the billing cycle, e.g. you'll add/remove additional agents or addons, the usage will be charged on the next billing day, not immediately.

Next payments

All the next invoices consist of the breakdown of the usage. On the billing day, we charge you a forward fee for the next billing cycle, calculated based on the current account usage. At the same time, we fully return the forward fee from the last invoice at first, and then list the real usage of your account during the last billing cycle and the prices. Every time you change the usage of the account, e.g. when you add/remove agents or addons, a new line is added to the next invoice breakdown. See the breakdown of an almost-real invoice below, the example invoice has been generated for a LiveAgent account on the All-inclusive plan that cost $39 per month per agent:

Prepayment for new period

The first section of the invoice contains the forward fee for the next billing cycle, calculated based on the current usage of the account on the billing day. On the billing day, the account had 68 agents, 1 base agent + 67 additional agents, so the prepayment for the next billing cycle was calculated as $39 + $2 613 ($39 x 67 agents).

Last billing period prepayment

The second section of the invoice contains the returned forward fee of the previous billing cycle (the same as the Prepayment for new period price from the previous invoice), calculated based on the usage of the account on the billing day of the previous billing cycle. On the billing day of the previous billing cycle, the account had 67 agents, 1 base agent + 66 additional agents, so the prepayment was calculated as $39 + $2 574 ($39 x 66 agents).

Settlement of last billing period

This section lists the real usage of the LiveAgent account during the billing period of the invoice. Every time you've changed the usage of the account, e.g. when you added/removed agents or paid addons/features, a new line was added to the list for easier overview. Every line contains the name of the item, the date of the charged usage, and the price:

  • Base price of All-inclusive - standard charge for the base agent of the LiveAgent account for a whole month.
  • Additional 66 agent(s) - On the first day of the billing cycle, the account had 66 additional agents. The price of $85.80 was calculated as the monthly price of 66 additional agents $2 574 divided by 30 and multiplied by the number of days of the usage, in this case just 1 day, so $2 574 / 30 x 1 = $85.80.
  • Additional 65 agent(s) - On the next day, 1 agent was deleted from the LiveAgent account, therefore the usage has changed and a new line was added. For 13 days the LiveAgent account had 65 additional agents, so the price of $1 098.50 was calculated as the monthly price of 65 additional agents $2 535 divided by 30 and multiplied by the number of days of the usage, in this case 13 days including 15th and 27th November, so $2 535 / 30 x 13 = $1 098.50.
  • Additional 66 agent(s) - On 28th November, 1 agent was again added to the LiveAgent account, so the usage has changed and a new line was added. For 15 days the LiveAgent account had 66 additional agents, so the price of $1 287 was calculated as the monthly price of 66 additional agents $2 574 divided by 30 and multiplied by the number of days of the usage, in this case 15 days including 28th November and 12th December, so $2 587 / 30 x 15 = $1 287.
  • Additional 67 agent(s)  On the last day of the billing cycle, another agent was added to the LiveAgent account, the usage has changed and a new line was added. For this last day the LiveAgent account had 67 additional agents, so the price of $87.10 was calculated as the monthly price of 67 additional agents $2 613 divided by 30 and multiplied by the number of days of the usage, so $2 613 / 30 x 1 = $87.10.

Discounts

The optional section contains various percentual or fixed discounts applied to the LiveAgent account. The example customer has a permanent 20% discount.

The final price is calculated as a summarization of all the prices from the Prepayment for new period, Last billing period prepayment, and Settlement of last billing period sections, afterward divided by/deducting the discount.

The invoice is generated in $, whereas for EU customers the final price is re-calculated and charged in € based on the actual exchange rate of the billing day.
In the example below see that the rate was 0.9391, therefore the final price was 1 980,67€ ($2 109.12 x 0.9391 = 1 980,67€). Due to that EU customers might pay slightly different prices for the same usage, depending on the current exchange rate of their billing day.