Chargebee FAQ


Once you’ve integrated Anrok & Chargebee and configured your Chargebee account, we understand you may encounter situations you haven't experienced before — which can bring about a few questions. Let's work through some of these commonly asked questions together:

Why was a customer's subscription in Chargebee automatically canceled?

When a subscription is up for renewal in Chargebee, the subscription will be canceled automatically if the tax calculation fails. This tax calculation failure is commonly caused by an invalid primary address being used for an existing customer.

To make sure that the primary address is correct, you can use the Chargebee-Anrok integration to view and validate your existing customers’ addresses. To validate addresses for existing customers:

  1. In the Chargebee app CleanShot 2023-07-20 at 12.02.21@2x copy.png, go to Apps.
  2. Next to Anrok, click Manage.
  3. Under Validate Existing Addresses, click Choose an option.
  4. Click the checkbox  chargebee_filled_checkbox.png  next to United States, then click Run Check.

Note CleanShot_2024-04-30_at_16.01.40_2x-removebg-preview.png

During the first check that is run after the Chargebee-Anrok integration is configured, all the existing subscriptions' taxable addresses get validated. Subsequent address validations will check only the addresses that are added after prior validation and not all the addresses.

Why am I receiving an "Unknown product ID" error on my Unprocessed Transactions page?

This error occurs when Anrok receives a Chargebee product that does not have a corresponding Anrok product ID. For Anrok to calculate tax on an item in your invoice, you will need to configure the item as a product ID in Anrok. Doing so ensures that the correct tax rate and taxability is applied to the item — based on the configured product type and tax category. To configure a Chargebee product into Anrok as a product ID:

  1. In the Anrok app CleanShot 2023-07-20 at 12.02.21@2x.png, go to Data sources. Take me there!
  2. Under Integration sources, click the options menu button anrok_option_menu.png next to Chargebee, then select Configure new products.
  3. Under New products detected, select a corresponding Product type and Tax category for each product detected. See What tax configuration should I select?
  4. If you'd like to assign a Product type and Tax category to multiple products at once, click the checkbox  anrok_checkbox.png  next to each product, then select Batch assign.
  5. When you are finished, scroll down and click Add products.

How does Anrok process Chargebee's promotional credits and credit notes?

Anrok's Chargebee integration assesses taxability for your transactions by taking into account promotional credits and credit notes. The following is intended as a guide to help you understand the tax implications for each of these. 

Promotional Credits

Promotional credits applied in Chargebee are pre-tax, which means that tax will be calculated based on the discounted value of the line item rather than the full value. 

Adjustable & Refundable Credit Notes

Adjustable and promotional credit notes in Chargebee are post-tax, meaning that the amount credited back to your customer is inclusive of tax. This means that if you issue, for example, a $50 credit on an invoice, then that amount will be proportionally applied to include a refund of the relevant tax and the remaining amount towards the purchased items. Alternatively, if you wanted to credit back 50% of a purchase, you'd need to credit half of the invoice total, inclusive of tax.

Please note that Chargebee uses Credit Notes for refunds, and Anrok updates the original transaction when they are received (instead of creating a new transaction). For this reason, Credit notes/memos are a required way of recording credits/refunds.

Does Anrok's integration support the Chargebee Product Family 1.0 and 2.0?

Anrok's Chargebee integration supports both Chargebee Product Family 1.0 and Chargebee Product Family 2.0. If you plan to migrate from 1.0 to 2.0, Anrok will need to update the configuration on your integration and re-ingest your product IDs. Please contact for assistance during this process.

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