Customer Portal

Maple provides a hosted self-service interface that allows your customers to securely manage their billing-related information, such as invoices, payments, payment methods, and subscription details (eg usage).

It provides transparency, convenience, and control for customers while reducing support overhead for your business.

The Customer Portal can be enabled and configured via the web application or dynamically through the Customer Portal API. You can also customize the messaging, the visible details, and branding of the customer portal.

To enable the customer portal,

• go to Settings > Customer Portal

• turn on the Enable Customer Portal toggle

The customer portal can be configured to display the following customer information.

• Customer's Billing Information

• Subscriptions

• Payment Methods

• Invoices

• Credits

You can also choose allow customers to modify this information or see it in a read-only format.

To allow your customers to view their own subscriptions

1. Go to Settings > Customer Portal and ensure the “Enable Customer Portal” is turned on

2. Go to the Subscriptions section on the page

3. Enable Allow customers to view their subscriptions to display the subscription details

To allow your customers to cancel their own subscriptions

1. Go to the Subscriptions section on the page

2. Enable Allow customers to cancel their subscriptions to allow subscription cancellation from the customer portal

To cancel a subscription, a customer will need to:

1. Go to the customer portal

2. Navigate to the subscription they wish to cancel

3. Select Actions > Cancel

4. Provide a reason for the cancellation

5. Confirm the cancellation

The subscription will be cancelled at the end of the subscription term.

To allow your customers to update their own subscriptions

1. Go to the Subscriptions section on the page

2. Enable Allow customers to update their plan quantities to allow customers to self-manage their subscription quantities, such as increasing or decreasing seat or license counts.

Only license-based or seat-based subscriptions can be updated through the portal. Other types of subscriptions must be managed by an admin via the dashboard.

To update a subscription, the customer will need to:

1. Log in to the customer portal

2. Locate the subscription they want to modify

3. Click Actions > Edit

4. Adjust the number of seats or licenses

5. Review and confirm the changes

When a customer upgrades their subscription by adding more seats or licenses:

• The change is applied immediately

• The customer is charged a prorated amount for the additional seats for the remainder of the billing period

• On their next invoice, the new seat/license total will be fully reflected in the charges

This immediate effect ensures customers gain access to the new capacity right away, supporting scalability and flexibility.

When a customer downgrades their subscription by reducing seats or licenses:

• The change takes effect at the start of the next billing cycle

• There is no immediate proration or refund

• On the next invoice, the updated seat/license count will be billed accordingly

This approach ensures billing consistency and avoids mid-cycle adjustments that can complicate reporting or cause confusion.