Docs / Merchant guide
Billing plans & support
WallaB.AI's own pricing ladder, trials, and support SLAs.
Your WallaB.AI™ plan is priced by your monthly subscription revenue — the pricing page is always the live source of truth.
The plans
- Free — $0/month, up to $500/month in subscription revenue. Includes the WallaB concierge, portal, dunning, cancel-save flows, the full dashboard, 25 AI conversations per month, and 100 win-back sends per month.
- Starter — $9.99/month, up to $5,000/month, 100 AI conversations per month, unmetered win-back, weekly digest.
- Growth — $49.99/month, up to $50,000/month, 500 AI conversations per month, adds the WallaB Developer Platform (data API), bulk actions, and priority support.
- Pro — $99.99/month, up to $150,000/month, 1,000 AI conversations per month, adds white-label branding, a custom email sending domain, and dedicated support.
- Enterprise Plus — $999.99/month, unlimited subscription revenue, 10,000 AI conversations per month, a 4-business-hour first-response SLA and a dedicated account team.
Every self-serve paid plan includes a 14-day free trial. Pricing is flat and transparent — no transaction fees, no revenue share on your sales, and no per-conversation or per-message fees. The AI concierge is included on every plan, a flat monthly price is all you pay, and your revenue cap is a soft nudge, never a fee.
How billing works
Billing is handled securely by Shopify. When you choose a paid plan on the Plan & Billing page, we ask Shopify to set up the charge and send you to Shopify's own approval screen, where you can approve it or decline. Nothing changes on your account until you approve; once you do, the charge appears on your regular Shopify invoice — we never see or store your card, and there's no separate WallaB.AI payment to set up. Upgrades, downgrades, proration, and free trials are all managed by Shopify, and your plan on the dashboard updates automatically once a change is approved. Switching back to Free cancels the charge.
If your store isn't connected to Shopify yet (for example, while you're evaluating WallaB.AI in sandbox mode), you can still switch plans on the Plan & Billing page and nothing is charged — billing starts only once you connect your store and approve a plan on Shopify.
Discounts and rewards
Founding-member and migration rewards are honored as a one-time credit on your WallaB.AI subscription, arranged through Shopify billing by our support team — never as a hidden line-item change. You'll see exactly what you've earned on the Plan & Billing page, and Shopify emails you a confirmation whenever a credit is applied to your account.
Growing past your cap
Nothing is ever restricted, rate-limited, or paused when your revenue grows past your plan's cap. We'll let you know it's time to consider upgrading, and you upgrade when you're ready.
Marketing email allowances
Each plan includes a monthly allowance of marketing emails — the discretionary retention touches you choose to send. Transactional email is always unlimited, on every plan, and never counts against this allowance.
- Free — 25 marketing emails/month
- Starter — 100/month
- Growth — 1,000/month
- Pro — 10,000/month
- Enterprise Plus — 50,000/month
The allowance is per calendar month (UTC) and resets on the 1st — your Plan & Billing page shows how many you've used, an 80% heads-up, and the exact reset date. A "marketing email" is counted once when it actually goes out; a send we couldn't attempt (a delivery failure) or one skipped because the recipient unsubscribed does not count against you.
Marketing email also only goes to shoppers whose Shopify customer record shows email marketing consent. A shopper who never opted in — or who unsubscribed at the Shopify level — is skipped honestly, never emailed; this is checked in addition to your WallaB.AI™ unsubscribe list, and both are always respected.
What counts, and what's always unlimited
| Email type | Counts against your plan? |
|---|---|
| Win-back offers | Yes — Single win-back offers and bulk win-back campaigns to cancelled subscribers. |
| Subscriber broadcasts | Yes — Subscriber-messaging campaigns sent to a filtered audience of your subscribers. |
| Welcome workflow | Yes — The automated welcome touch a new subscription triggers (when the recipe is on). |
| Post-save check-in | Yes — The automated relational check-in after WallaB saves a cancellation (when the recipe is on). |
| Over-Deliver Moment notes | Yes — Unadvertised tenure-milestone thank-you notes to loyal subscribers (when Over-Deliver Moments are on). |
| Surprise-gift delight notes | Yes — The delight email letting a shopper know a surprise $0 gift is on its way (post-save, tenure milestone, or a delight campaign). |
| Sign-in codes & password resets | No — always unlimited. Portal one-time codes and account-recovery emails. |
| Failed-payment & card-expiry notices | No — always unlimited. Dunning emails and card-expiry warnings that keep a subscription billing. |
| Subscription confirmations & restarts | No — always unlimited. Order, skip/pause/swap, restart, and one-off quick-action confirmations. |
| The weekly performance digest | No — always unlimited. Your own internal recap email — it never reaches a shopper. |
What happens at your limit
This is not a hard wall with a dark pattern — it's an honest pause on marketing sends only:
- New win-back offers, win-back/broadcast campaigns, and workflow emails are paused until the 1st, with a plain "Upgrade to keep sending" prompt.
- When a campaign is already running, each remaining recipient is recorded as an audited skip (visible in the campaign's recipient list with the reason) — never a silent loss, so you always know exactly who wasn't reached.
- Transactional email keeps flowing untouched — sign-in codes, failed- payment and card-expiry notices, order and quick-action confirmations, and your weekly digest are never affected by the marketing allowance.
Upgrade any time on the Plan & Billing page to raise your allowance immediately.
Support & SLAs
Email support@wallab.ai. We aim to reply to everyone as quickly as we can; paid plans carry a first-response SLA:
- Starter — 32 business hours (4 business days)
- Growth — 16 business hours (2 business days)
- Pro — 8 business hours (1 business day)
- Enterprise Plus — 4 business hours (½ business day)
The SLA covers the time to a first substantive human response, not resolution time. If we miss it on a qualifying ticket, your remedy is a service credit of 10% of your plan's monthly fee per missed ticket (capped at 100% of that month's fee), requested through the in-app Support desk within 30 days of the missed response. Credits apply against future subscription charges, never cash. The Free plan carries no SLA, so no credit applies. See §22 of the Terms of Service for the full commitment.