Plans and billing

Plans

A Luxe order is an order with at least one Luxe-built line. Each rate applies to the Luxe orders in its band: 300 Luxe orders in a cycle cost $29 + 200 × $0.30 = $89 on Growth; 2,000 cost $29 + 900 × $0.30 + 1,000 × $0.20 = $499 on Growth, or $79 + the same $470 = $549 on Pro. Growth and Pro share one fee per Luxe order, so Growth always costs $50 a month less than Pro. Subscription renewal orders that include a Luxe set count as Luxe orders.

There is a maximum monthly bill. Luxe orders above 30,000 in a month are free on Growth and Pro, so the fee stops growing there. Those orders are still listed in Billing, marked "Free above the ceiling".

Starter limits never stop a sale. At a limit, new bundle sets and ladders save as drafts with an upgrade banner; everything already live keeps selling.

Changing plan

Open Billing > Compare plans and choose a plan. Shopify's plan page handles upgrades, downgrades, proration and approval. Each paid plan's trial applies once per store, including across reinstalls. Downgrading never unpublishes anything; Starter's limits apply to your next publish only. Cost at your volume on the same page shows what each plan would cost at your own Luxe orders, or at any number you type.

Luxe Enterprise is a private plan on terms agreed with Luxe, suited to more than 10,000 Luxe orders a month. Select Talk to Luxe on the Plans page and send your volume; Luxe replies within one business day, and once agreed the plan appears on Shopify's plan page for your store. Luxe never changes your plan itself.

What counts as a Luxe order

The full definition is in the guide What counts as a Luxe order. In short:

A line is Luxe-built when, on the paid order, it carries a Luxe marker that Luxe set on its cart line: the bundle set builder, the tray, or a Luxe offer when the shopper accepts it:

• a component of a build-your-own or fixed set built by Luxe;
• a line of a collection set assembled in the Luxe tray;
• a product accepted from a Luxe offer: the checkout offer, or an upsell from Upsells (in the cart, an Add-on or You may also like, for example).

Free gifts are never Luxe-built, even when they are charged because their rung was not met. An order with at least one Luxe-built line is one Luxe order, however many bundle sets it holds and whatever it is worth. An order whose Luxe-built lines were all discounted to nothing is not billed.

Subscription renewals that contain a Luxe set count as Luxe orders. Bundle sets themselves sell as one-time purchases. When a subscription app copies an order's Luxe marker onto the subscription, each renewal order carries it too; whether yours does depends on the app. Each such renewal is one Luxe order, billed like any other: it uses the included orders first, the same rates and the same 30,000-order ceiling apply, and a renewal refunded in full is credited. Renewals whose lines carry no Luxe marker never count. Your set price applies to the first order of a subscription; renewals are priced by your subscription app's plan. Billing marks recognised renewals Renewal.

Luxe-built revenue = unit price × quantity − every discount on the line (Luxe's and your own codes), in your store currency, before tax, shipping, duties and tips. Billing and Analytics show it so you can see what Luxe built; the fee does not depend on it.

Example

An order with a build-your-own set ($96.00), a collection set ($40.00), a free gift, a full-price mascara ($24.00), free shipping and tax, with your own 10% code applied to everything:

Luxe-built revenue: $122.40. The order is one Luxe order: included if it is among the cycle's first 100, free if it is above the cycle's 30,000th, otherwise $0.30 (or less at volume).

Orders that are never billed

• Test orders, and every order on a development store. Including test orders in Analytics (Settings > Data and integrations > Analytics) changes what Analytics shows, never what is billed.
• Draft orders created in the Shopify admin.
• Point of sale orders and B2B orders (orders placed for a company). Analytics shows B2B orders as their own segment: choose B2B buyers in the Buyers filter.
• Orders paid during your Growth or Pro trial (shown as "Trial, not billed"). They do not use the included orders either.
• Luxe orders above 30,000 in a billing cycle (shown as "Free above the ceiling").
• Orders whose payment notice reached Luxe more than 72 hours late; they are held for review.
• Every order on Starter, and on Enterprise unless your agreement says otherwise.

Subscription renewals are not on this list: a renewal that contains a Luxe set is billed unless one of the reasons above applies to it.

Influenced revenue is never billed

Analytics also shows influenced revenue: orders placed within 24 hours of a shopper using a Luxe feature. It is labelled "Not billed" everywhere, and those orders are never Luxe orders unless they contain a Luxe-built line.

Refunds and cancellations

When every Luxe-built line of an order has been refunded, cancelled or disputed, its fee is reversed automatically. A partial refund leaves the fee: the order was still a Luxe order. Refunds and cancellations count only when the money goes back to the shopper: lines removed or cancelled without a refund, or a cancellation refunded later, leave the fee, and you can dispute such an order from the Billing page.

• If the order was one of the cycle's included orders, there was nothing to charge, so there is nothing to credit; in the same cycle, the next Luxe order takes its place in the 100.
• If it was charged, Luxe sends a credit for one Luxe order in your current billing period, including for an order from an earlier cycle.
• If the cycle is above 30,000 Luxe orders, the refund changes nothing: those orders were free.
• If credits would exceed the period's charged orders, the remainder waits for the next usage; credits are never paid out in cash.

Other currencies

The fee counts orders and is billed by Shopify in US dollars, whatever your store's currency. Nothing is converted.

The audit

Billing shows:

• This cycle: your Luxe orders against the 100 included, credits from earlier cycles, the fee on the orders beyond them, the monthly fee and the estimated charge, the most your plan can cost this month, and the sync state with Shopify. Luxe-built revenue, refunds, disputes and net are shown alongside for context.
• Plan: your plan, trial, next invoice and the last usage entry.
• Audit: every order Luxe recorded, newest first, filterable by date and by All, Adjustments, Disputes and Trial, not billed, and searchable by order name. Each row links to the Shopify order and shows its Luxe-built lines, counted revenue, how the Luxe order was billed (Included, Charged, Pending, Reversed or Not billed) and its status.

Details on a row shows how each line was identified (which marker, and where it was found), how the order was billed, the lines that did not count and why, adjustments, disputes, and the usage entries' keys and states.

Export CSV downloads the filtered audit (up to 10,000 rows).

Luxe also reconciles its ledger with Shopify's usage totals daily. While a check is outstanding the cycle shows "Under review".

Disputes

If an order was counted that should not have been, select Dispute on its row (available on billed orders with revenue left to reverse, for 60 days after the order).

1. Choose the Luxe-built lines to dispute. Gift lines and lines that did not count cannot be chosen.
2. Choose a reason: did not use Luxe, test order, duplicate order, chargeback, or other. Add details if you like (up to 500 characters).
3. Submit.

On Growth and Pro, disputes are approved immediately, up to 3 each billing cycle or 2% of the cycle's Luxe orders, whichever is more. Dispute every Luxe-built line of the order to reverse its fee; a credit follows as described under Refunds and cancellations. Chargebacks are handled the same way.

Some disputes are reviewed by Luxe within 2 business days instead: those beyond the cycle's automatic approvals, a claim that the shopper did not use Luxe on lines Luxe's Cart Transform built at checkout, and every dispute on a store whose disputes exceed 5% of its Luxe orders over 60 days. While a dispute is under review, the fee stays in place and the row shows Under review with a Contact support link. If Luxe approves it, the credit follows as usual; if not, the row shows why.

Disputes are for orders that genuinely should not have counted. Luxe's Terms allow it to charge again a credit that was claimed in bad faith.

Questions about a charge: support@luxesets.com.