Stripe actions reference
Every Pengo Action for Stripe: what it does, the mode it starts in, who it’s for and how to change it in Intelligence › Actions.
On this page
Pengo reads a verified customer’s subscriptions and invoices, resends invoices, refunds payments, adds account credit, and skips, pauses, resumes, cancels or retries payments. Coupons and plan changes come only from the lists you approve. Stripe is included on Business, Plus and Enterprise.
To connect Stripe, follow the setup guide. To change what Pengo does, open Intelligence › Actions and pick a mode for each action. See Choose how Pengo acts.
Every action at a glance
| Action | Starts on | Can be set to | AI credits |
|---|---|---|---|
| Look up billing | Auto | Off, Auto | Free |
| Share an invoice link | Auto | Off, Auto | Free |
| Skip the next payment | Ask first | Off, Team only, Ask first, Auto | 5 |
| Pause a subscription | Ask first | Off, Team only, Ask first, Auto | 5 |
| Resume a subscription | Ask first | Off, Team only, Ask first, Auto | 5 |
| Cancel a subscription | Ask first | Off, Team only, Ask first, Auto | 10 |
| Retry a failed payment | Ask first | Off, Team only, Ask first, Auto | 5 |
| Refund a payment | Ask first | Off, Team only, Ask first, Auto | 10 |
| Resend an invoice | Ask first | Off, Team only, Ask first, Auto | 2 |
| Apply a coupon | Ask first | Off, Team only, Ask first, Auto | 10 |
| Add account credit | Ask first | Off, Team only, Ask first, Auto | 10 |
| Change plan | Ask first | Off, Team only, Ask first, Auto | 10 |
Look up billing
Reads a verified customer’s subscriptions, recent invoices and failed payments.
- What it does: looks something up; it never changes anything (low risk).
- Starts on: Auto. You can set it to Off, Auto.
- Who it’s for: Verified customers only.
- Teammates: can run it from the Actions button in the inbox.
- AI credits: none.
For example:
- A customer asks when they’ll next be charged
- Someone wants to know which plan they’re on
- A teammate checks for a failed payment before replying
Share an invoice link
Finds the customer’s open or latest invoice and shares its payment and download link.
- What it does: looks something up; it never changes anything (low risk).
- Starts on: Auto. You can set it to Off, Auto.
- Who it’s for: Verified customers only.
- Teammates: can run it from the Actions button in the inbox.
- AI credits: none.
For example:
- A customer needs a copy of last month’s invoice
- Finance asks for a receipt for their records
- A customer wants to pay an open invoice by link
Skip the next payment
Skips one billing cycle on a subscription; billing resumes on its own after.
- What it does: makes a change in Stripe (medium risk).
- Starts on: Ask first. You can set it to Off, Team only, Ask first, Auto.
- Who it’s for: Verified customers only.
- Teammates: can run it from the Actions button in the inbox.
- AI credits: 5 per run, charged only when it runs.
For example:
- A customer is travelling and asks to skip August
- A seasonal business wants a month off without cancelling
- A customer short on cash asks to skip one payment
Pause a subscription
Pauses billing on a subscription until the customer asks to resume.
- What it does: makes a change in Stripe (medium risk).
- Starts on: Ask first. You can set it to Off, Team only, Ask first, Auto.
- Who it’s for: Verified customers only.
- Teammates: can run it from the Actions button in the inbox.
- AI credits: 5 per run, charged only when it runs.
For example:
- A customer wants a break instead of cancelling
- A customer is moving house and needs a pause
- A team wants to stop billing while a project is on hold
Resume a subscription
Restarts billing on a paused subscription.
- What it does: makes a change in Stripe (medium risk).
- Starts on: Ask first. You can set it to Off, Team only, Ask first, Auto.
- Who it’s for: Verified customers only.
- Teammates: can run it from the Actions button in the inbox.
- AI credits: 5 per run, charged only when it runs.
For example:
- A customer is back and wants their plan again
- A paused customer asks to restart early
- A customer resumes after a seasonal break
Cancel a subscription
Cancels a subscription at the end of the paid period, so the customer keeps access until then.
- What it does: makes a change in Stripe (high risk).
- Starts on: Ask first. You can set it to Off, Team only, Ask first, Auto.
- Who it’s for: Verified customers only.
- Teammates: can run it from the Actions button in the inbox.
- AI credits: 10 per run, charged only when it runs.
For example:
- A customer asks to cancel their plan
- A customer doesn’t want to renew next month
- A customer cancels after a pause didn’t help
Retry a failed payment
Charges the card on file again for an open invoice, for example after the customer updates their card.
- What it does: makes a change in Stripe (medium risk).
- Starts on: Ask first. You can set it to Off, Team only, Ask first, Auto.
- Who it’s for: Verified customers only.
- Teammates: can run it from the Actions button in the inbox.
- AI credits: 5 per run, charged only when it runs.
For example:
- A customer has just updated an expired card
- A payment failed and the customer asks you to try again
- A customer topped up their account and wants the invoice paid
Refund a payment
Refunds a verified customer’s payment, in full or in part, back to the card they paid with.
- What it does: makes a change in Stripe (high risk).
- Starts on: Ask first. You can set it to Off, Team only, Ask first, Auto.
- Who it’s for: Verified customers only.
- Teammates: can run it from the Actions button in the inbox.
- AI credits: 10 per run, charged only when it runs.
For example:
- A customer was charged twice this month
- A customer asks for their money back within your refund window
- A partial refund for a service problem
Resend an invoice
Emails a customer’s open invoice to them again, or shares its payment link.
- What it does: makes a change in Stripe (low risk).
- Starts on: Ask first. You can set it to Off, Team only, Ask first, Auto.
- Who it’s for: Verified customers only.
- Teammates: can run it from the Actions button in the inbox.
- AI credits: 2 per run, charged only when it runs.
For example:
- A customer can’t find the invoice email
- Accounts payable needs the invoice sent again
- A customer wants to pay an open invoice today
Apply a coupon
Adds one of the coupons you’ve approved to a customer’s subscription; Pengo can never make one up.
- What it does: makes a change in Stripe (high risk).
- Starts on: Ask first. You can set it to Off, Team only, Ask first, Auto.
- Who it’s for: Verified customers only.
- Teammates: can run it from the Actions button in the inbox.
- AI credits: 10 per run, charged only when it runs.
For example:
- A customer about to cancel is offered your save-the-sale discount
- A customer missed a promotion and asks for it
- A loyal customer gets your thank-you coupon
Add account credit
Puts credit on a customer’s balance that comes off their next invoices.
- What it does: makes a change in Stripe (high risk).
- Starts on: Ask first. You can set it to Off, Team only, Ask first, Auto.
- Who it’s for: Verified customers only.
- Teammates: can run it from the Actions button in the inbox.
- AI credits: 10 per run, charged only when it runs.
For example:
- A goodwill credit after an outage
- Making up for a late delivery without a refund
- Crediting a customer for an unused add-on
Change plan
Moves a customer’s subscription to another plan you’ve approved, with the proration you choose.
- What it does: makes a change in Stripe (high risk).
- Starts on: Ask first. You can set it to Off, Team only, Ask first, Auto.
- Who it’s for: Verified customers only.
- Teammates: can run it from the Actions button in the inbox.
- AI credits: 10 per run, charged only when it runs.
For example:
- A customer outgrows their plan and wants to upgrade
- A customer wants a cheaper plan instead of cancelling
- A team switches from monthly to yearly billing
Common questions
What can Pengo do in Stripe?
Look up billing, share an invoice link, skip the next payment, pause a subscription, resume a subscription, cancel a subscription, retry a failed payment, refund a payment, resend an invoice, apply a coupon, add account credit and change plan. Pengo reads a verified customer's subscriptions and invoices, resends invoices, refunds payments, adds account credit, and skips, pauses, resumes, cancels or retries payments. Coupons and plan changes come only from the lists you approve.
Does Pengo make changes in Stripe on its own?
Lookups run on their own. Skip the next payment, pause a subscription, resume a subscription, cancel a subscription, retry a failed payment, refund a payment, resend an invoice, apply a coupon, add account credit and change plan wait for a teammate’s approval by default. You can set each action to Auto, Ask first, Team only or Off in Intelligence › Actions.
How does Pengo know it’s talking to the right customer?
Look up billing, share an invoice link, skip the next payment, pause a subscription, resume a subscription, cancel a subscription, retry a failed payment, refund a payment, resend an invoice, apply a coupon, add account credit and change plan are only for customers whose identity is verified, for example signed in to your site with identity verification.
Which plans include Stripe?
Stripe is included on Business, Plus and Enterprise, alongside Pengo Intelligence.
Can my team run Stripe actions themselves?
Yes. While chatting, a teammate clicks Actions in the inbox and runs look up billing, share an invoice link, skip the next payment, pause a subscription, resume a subscription, cancel a subscription, retry a failed payment, refund a payment, resend an invoice, apply a coupon, add account credit and change plan in one click, with the customer and order already filled in. Pengo drafts the reply to the customer.
How many AI credits does a Stripe action use?
Look up billing and share an invoice link use no credits. Changes are a flat number of credits per run: skip the next payment 5, pause a subscription 5, resume a subscription 5, cancel a subscription 10, retry a failed payment 5, refund a payment 10, resend an invoice 2, apply a coupon 10, add account credit 10 and change plan 10. Credits are charged only when an action actually runs, never when it fails, is rejected or expires.
How do I connect Stripe to Pengo?
1. In Pengo, open Settings › Integrations › Stripe and choose your website. 2. Click Connect with Stripe and approve it, or paste a restricted key with the scopes Pengo lists. 3. In Intelligence › Actions, choose which billing changes Pengo makes on its own and which wait for your approval.
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