Rep Inbox: General Information and Billing

Introduction

Rep Inbox is a paid Rep AI add-on that gives your support team a single, AI-aware inbox (helpdesk) for handling shopper conversations. 

Rep Inbox works alongside Rep AI’s existing features — merchants who use AI Answering Emails or Human Handoff from the Rep AI chat widget will see those interactions flow into Rep Inbox just like any other connected integration in the Rep Console.

This article explains how Rep Inbox is billed: how seats are counted, what the trial looks like, what happens when you add or remove a team member mid-cycle, and how to cancel or reactivate.

If you landed here from the "Prorated charges may apply. Learn more" link in the Adding 1 Rep Inbox seat dialog, the answer is in the Adding a seat (prorated charge) section below.

How pricing works

Rep Inbox is billed per seat per month. One seat = one Console user.

• Every Console user is a billable Inbox seat. Both Admin and Agent roles count. There is no separate "Inbox-only" user list — the team you have in your Console is the team that has Inbox.

• The billing cycle follows your Rep AI plan. If your Rep AI subscription is monthly, your Inbox is monthly. If it's annual, your Inbox is annual. There's no separate toggle.

The 14-day free trial

You can try Rep Inbox free for 14 days before any charge.

• Payment info is required up front. The trial auto-converts to a paid subscription on day 15 unless you cancel before then.

• Full access during the trial. All Console users get Inbox immediately.

• One trial per account. If you cancel and later resubscribe, you'll see a "Subscribe" option (no second trial).

How to subscribe

You can start your trial from any of these places in the Console:

1. Inbox in the sidebar — click it from any page. If you don't have a subscription yet, you'll see the Inbox paywall.

2. Homepage — the "Meet Rep Inbox" promotional card.

3. Billing page — the Rep Inbox card under AI Talents → Get access.

4. Integrations page — the Rep Inbox card → Connect.

All four lead to the same paywall. The paywall auto-detects your current team size and shows your estimated cost — there's no seat picker to fill in.

Managing seats from the Account page

Inbox seats are managed exactly where you manage your Console team: at app.hellorep.ai/account. Inviting someone adds a seat. Revoking someone removes a seat. Both actions trigger a billing change you'll see before you confirm.

Adding a seat (prorated charge)

When you invite a new team member while you have an active Inbox subscription, you'll see an Adding 1 Rep Inbox seat dialog before the invite is sent.

The dialog shows:

• Your current seat count and the new total

• A prorated charge today for the remainder of the current billing cycle

• The new recurring cost that starts next cycle

Why the prorated charge? Your billing cycle has already started, so we only charge you for the portion of the cycle the new seat will actually be used. For example, if your cycle is 30 days long and you add a seat with 10 days left, you're charged roughly one-third of a month for that seat. From the next cycle on, the seat is billed at the full monthly rate alongside everyone else.

Click Confirm & Invite and the invite goes out. The new team member gets Inbox access as soon as they accept and join the Console.

Removing a seat (prorated credit)

When you revoke a team member's Inbox access from the Account page, you'll see a Remove Rep Inbox seat dialog before anything changes.

The dialog shows:

• Who's being removed

• A prorated credit for the unused portion of the current billing cycle

• The new recurring cost starting next cycle

The credit is applied automatically by your billing provider (Stripe or Shopify) — you don't need to request it. It will appear on your next invoice.

A few important notes:

• Removing an Inbox seat does not remove the person from your Console. They keep their Console access; they just lose Inbox.

• You must keep at least one Inbox seat. If you want to remove the last one, cancel your subscription instead (see the Cancelling your Inbox subscription section below).

Where your invoice and payment method live

Rep Inbox is billed through whichever provider already handles your Rep AI subscription:

• Shopify customers: Inbox charges appear on your regular Shopify app bill. To view invoices, open your Billing page in the Console and click "View invoices in Shopify" — this opens your Shopify admin in a new tab. For full details on the Billing page, see the Managing Your Subscription and AI Talents on the Billing Page help article.

• Stripe customers: Invoices and payment method are managed directly on the Console Billing page, alongside your other Rep AI charges.

Cancelling your Inbox subscription

1. Go to Billing in the Console.

2. Toggle Edit subscriptions on.

3. On the Rep Inbox card, click Cancel.

4. Confirm in the dialog.

After cancellation:

• Your team keeps full Inbox access until the end of the current paid period.

• The Inbox card on your Billing page updates to show "Cancels on [date]".

• Annual plans cancel at the end of the annual term — there's no partial refund mid-term.

Reactivating after a cancellation

If you previously cancelled and want to come back, click Inbox in the sidebar (or any other entry point). You'll see the paywall again, but the CTA will be Subscribe rather than Start your 14-day free trial — the free trial is one per account. Your subscription resumes immediately at the standard per-seat rate, and your previous Inbox data is restored if it's still within the data-retention window.

What happens if a payment fails?

If a renewal or proration charge fails, your billing provider will retry automatically over the following days. You'll get an email each time a charge fails so you can update your payment method on the Billing page before service is interrupted. If all retries fail, the Inbox subscription is paused until payment succeeds.

Frequently asked questions

Can only some of my team members use Rep Inbox?
Not at this time. In the current version, all Console users automatically get Inbox access — it's all-or-nothing. Per-user opt-in is on our roadmap.

Can I be on annual for Rep AI but monthly for Rep Inbox?
No — the Inbox cycle inherits your Rep AI plan cycle. If you switch your Rep AI plan from monthly to annual (or back), your Inbox follows automatically and the per-seat rate updates accordingly.

I added a seat by mistake — can I undo the prorated charge?
Yes. Revoke the user from the Account page right away and you'll receive a prorated credit that offsets the charge.

Does cancelling Rep AI cancel Rep Inbox?
Yes — Rep Inbox is an add-on to your Rep AI plan, so cancelling Rep AI also cancels Rep Inbox.