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Invoice Due Date Extension

Description

This card reviews how to support retailers when they request an extension on an invoice.

Issue Topic

Retailer::Payments::Payment plans::Change due date

Policy

Faire Policy

  • Invoice Due Date: Faire invoices are due on their set due date. The payment method selected at checkout will be charged on this date
  • Failed Payment: In the event that a payment fails, any alternative payment method on file may be used

Internal CX Policy

  • When to extend an invoice: An invoice due date extension can be made via an exception. Investigate the situation to determine if the retailer is eligible for an extension.
    • Exception guidelines are noted in the process section below
  • Extension eligibility: A retailer is only eligible for an invoice extension under the following conditions:
    • It has been at least 6 months since their last successful extension AND 30 invoices have been paid on time since the retailer's last successful extension
    • The invoice is NOT past due
    • The invoice has NOT been previously extended

*If the retailer is not eligible for an extension due to the above criteria not being met, an in-product pop-up will appear in admin indicating the action cannot be completed

  • Extension timeline: Invoices should only be extended by a maximum of two weeks from the original invoice due date.
  • Dollar Amount Restriction: When extending invoice due dates, Agents cannot exceed $ 1,500 in the retailer's local currency. The total of all invoices being extended must be at or under this amount.
  • Past due invoices: DO NOT extend invoices that are past due. While the product pop-up will appear for the above criteria, it will not appear for past-due invoices, and it is important that CX does not extend the due date for a past-due invoice.
    • Important Note: Agents are not to utilize the ‘unlink failed payment’ button under any circumstances. This function is for risk agents only.
  • Scheduled orders & Pre-orders shipped early: If a scheduled order or pre-order shipped earlier than originally indicated and the customer asks for the invoice to be moved to the original invoice date (based on when it was supposed to ship), please post in our #account-review Slack channel to get help with initiating the invoice extension
  • Extenuating circumstances: If a customer is reaching out about an extenuating circumstance, escalate to Recovery by posting in the #account-review Slack channel (see Escalation guidelines below). Examples of this include:
    • Death of Account Owner/close contact
    • Natural weather disasters/catastrophes
    • Significant financial/property loss (Fire, employee theft, flood, etc)
  • Payment plan requested: If a retailer is interested in enrolling in a payment plan because their card payment failed:
    • If Eligible: please direct them on how to self-enroll into a payment plan (review Payment Plan Request for eligibility criteria).
    • If Ineligible or they don’t have this option: follow the steps to triage to Recovery in Escalate to Risk.
    • Important Note: CX/ BPO Agents are not to manually enroll retailers into payment plans themselves, under any circumstances.

Escalation

Extenuating Circumstances

If the account does not meet the conditions, however, there are extenuating circumstances (death of AO or close contact, severe/terminal illness, natural weather disasters/catastrophes, significant financial/property loss such as fire, employee theft, flood etc), you must request a review from Recovery, using the following Slack channel:

  • #account-review: Use for all retailers experiencing an extenuating circumstance. When posting, please include
    • Brand order token
    • Date the invoices should be extended to
    • Reason for extension

Ensure that you use the workflow linked at the top of the channel when posting

Approved: If approving the request, Recovery will update the invoice(s) due date(s) on Admin; however, you are responsible for responding to the ticket using the appropriate macro.

Denied: If Recovery denies the request, you are responsible for responding to the ticket using the appropriate macro and notating the account’s Internal Activity

Scheduled orders & Pre-orders shipped early

If a scheduled order or pre-order shipped earlier than originally indicated and the customer asks for the invoice to be moved to the original invoice date (based on when it was supposed to ship), please post in our #account-review Slack channel to get help with initiating the invoice extension.

Process

  1. Did the retailer provide a reason for their invoice extension request?
    1. If they did not provide a reason, follow up with the retailer and ask for more context
      1. Use EMAIL::RETAILER::Payment issues::Extensions (Need more information)
  2. What reason did the retailer provide?
    1. Acceptable: Late store opening, structural issue to shop ( i.e. delayed inspections, pipe burst, etc)
      1. Proceed to Step 5
    2. Extenuating: Death of Account Owner or close contact, severe/terminal illness, natural weather disasters/catastrophes, significant financial/property loss such as fire, employee theft
      1. Jump to Step 9
    3. Unacceptable: Retailer wants 60-day payment terms from order delivery, they "just need more time", did not allocate funds properly, wants to alternate bills coming due (Note: invoices are due per payment terms. Retailers should be aware of this at checkout, and should plan accordingly)
      1. Jump to Step 7 to deny the request
  3. Check whether they have already received an invoice extension in the last 6 months AND have paid 30 invoices on time since the last extension.
    1. To check for previous extensions, you can do this by reviewing the retailer's Internal Activity on Admin to see if previous extensions were provided, and by navigating to the retailer's Admin internal activity and filtering by ‘Reason’
    2. To check if they have had 30 invoices paid since their last extension, you can review their invoices from the payments tab
      Screenshot 2023-10-24 at 3.41.20 PM.png
  4. Does the retailer meet the criteria for an extension?
    1. Extension Eligibility: It has been 6 months since the last approved exception, AND 30 invoices have been paid on time since the last extension, AND the total amount being extended does not exceed $1,500 in local currency:
      1. Yes > proceed to Step 8
      2. No > proceed to Step 7 to deny the extension
  5. Deny the extension: Use the macro EMAIL::RETAILER::Payment issues::Reject Extension to let the retailer know they’re not eligible
    1. If you do not use the macro to deny the retailer's request, add the tag reject_inv_ext to the ticket.
    2. Add a starred comment to the retailer's Internal Activity on Admin with the reason for the denial and the Zendesk ticket link as reference
    3. Solve ticket
  6. Open the bo_token in admin and pull up the brand order
  7. Has the due date already passed?
    Screenshot 2023-10-24 at 5.52.55 PM.png
    1. No > The due date is still in the future
      1. Continue to step 10
    2. Yes > Inform the retailer that the due date for this invoice has already passed, and we will be unable to extend the invoice
      1. Past due invoices: We cannot extend invoices that are past due
      2. Payment Plans: If payment has failed, let them know that they are able to enroll in a payment plan as an alternate option. Retailers can enroll into the first payment plan themselves, but any additional ones would have to go to Recovery. Review Payment Plan Request for more details
  8. Extending the invoice(s) - **If you are unable to extend an invoice or receive an error when trying to do so, and the invoice is eligible, double-check that the invoice is eligible. If it is eligible, but still receive an error, please triage to Risk**
    1. Once on the brand orders page, select the invoice(s) you wish to extend using the check boxes to the left of those orders, and then click ‘Extend Invoice’ at the top of the page
      Screenshot 2023-10-24 at 5.27.29 PM.png
    2. Extension timeline policy: Extend the invoice(s) out, no more than 2 weeks from the original due date, using the calendar option in the modal that pops up. Include the Zendesk Link in the comment and hit submit
      Screenshot 2023-10-24 at 5.27.56 PM.png
    3. Inform the retailer that the invoice due date has been extended and inform them of their new invoice due date.
      1. Educate the retailer on Invoice due date extension policies, and that this is a one-time extension
      2. You can use the macro: EMAIL::RETAILER::Payment issues::Approve Extension
        1. This macro will add the tag approve_inv_ext on the ticket
      3. Solve ticket
  9. Extenuating circumstances: If the retailer experienced the death of the Account Owner or close contact, severe/terminal illness, natural weather disasters/catastrophes, significant financial/property loss such as fire, employee theft, flood etc), request a review from Recovery, using the #account-review slack channel
    1. If approving the request, Recovery will update the invoice(s) due date(s) on Admin however, you are still responsible for responding to the ticket using the appropriate macro: EMAIL::RETAILER::Payment issues::Approve Extension
    2. If Recovery denies the request, you are still responsible for responding to the ticket using the appropriate macro EMAIL::RETAILER::Payment issues::Reject Extension and add a starred comment to the retailer's Internal Activity on Admin with the reason for the denial and the Zendesk ticket link as reference
  10. Previously triaged tickets: If you triaged a ticket to Recovery, have they sent the ticket back to you after reviewing?
    1. No > Recovery will handle the ticket from here on out
    2. Yes > Has Recovery approved or denied the extension?
      1. Denied > Inform the retailer that we cannot extend the invoice as they have already received numerous extension exceptions in the past
        1. Use wording from EMAIL::RETAILER::Payment issues::Reject Extension
        2. Solve ticket
      2. Approved > Follow the steps in Step 10 to proceed with extending the invoices

Macros

  • EMAIL::RETAILER::Payment issues::Extensions (Need more information)
  • EMAIL::RETAILER::Payment issues::Approve Extension
  • EMAIL::RETAILER::Payment issues::Reject Extension

Additional Resources

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