Guru's Verification engine ensures consistency, confidence, and trust in the knowledge your organization shares. Learn more.

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 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 noted in 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 OR
      • 30 invoices have been paid on time since the retailer's last successful extension
      • The invoice is NOT past due

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

    • Past due invoices: DO NOT extend invoices that are past due. While the product pop up will show up for the above criteria, it will not 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 is a function for risk agents only.
  • Extension timeline: Invoice extensions should only be extended by a two week maximum from the original invoice due date.
  • Scheduled orders & Pre-orders shipped early: If scheduled order or pre-order shipped earlier than originally indicated and the customer asks for invoice to be moved to the original invoice date (based on when it was supposed to ship), reach out to Help Desk to initiate the invoice extension
  • Extenuating circumstances: If a customer is reaching out about an extenuating circumstance, escalate to Recovery by posting in slack channel #account-review (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, please direct them on how to self enroll into a payment plan if they are eligible (review Payment Plan Request for eligibility criteria). Or follow the steps to triage to Recovery in Escalate to Risk.
    • Important Note: CX/ BPO Agents are not to enroll retailers into payment plans themselves, under any circumstances.

Triage

  • NAM Retailer: This situation should be handled by NAM Retailer experts. For triaging guidelines, visit Triage to NAM Retailer Queue
  • EUR Retailer: This situation should be handled by EU experts. For triaging guidelines, visit Triage to EU Queue
  • ANZ Retailer: This situation should be handled by ANZ (Australia & New Zealand) experts. For triaging guidelines, visit Triage to Group

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

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.

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

Reach out to Help Desk: If 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), if the extension exceeds 1 week from current invoice date, reach out to Help Desk to initiate the invoice extension

Process

  1. When a retailer requests an Invoice due date extension on their order(s), check to see if the order(s) are eligible for return and are within the return window extension time frame
    Screenshot 2023-10-24 at 3.25.18 PM.png
  2. If there are any orders which are eligible to extend the return window for the 3% fee, direct the retailer to utilize this option for those orders.
    1. Do not extend orders that can have the return window extended.
    2. If any order(s) the retailer is asking to extend are not eligible for the return window extension, proceed to Step 3
  3. 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)
  4. 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 12
    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 request
  5. Check to see if they have already received an invoice extension in the last 60 days OR has paid 30 invoices on time since last extension. 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 retailers admin internal activity and filtering by ‘Reason’
    1. 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
  6. Does the retailer meet the criteria for an extension
      1. It has been 6 months since last approved exception OR 30 invoices have been paid on time since last extension AND
      2. The total amount being extended does not exceed 1500 in local currency
    1. Yes > proceed to Step 8
    2. No > proceed to Step 7 to deny the extension
  7. 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
  8. Open the bo_token in admin and pull up the brand order
  9. 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. If payment has failed, let them know that they are able to enrol in a payment plan as an alternate option. Retailers can enrol into the first payment plan themselves, but any additional ones would have to go to Recovery. Review Payment Plan Request for more details
  10. Extending the invoice(s)
    1. Once on the brand order page, select the invoice(s) you wish to extend using the check boxes to the left of those orders and then click ‘Extend Invoice’
      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
      1. 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), reach out to Help Desk to initiate the invoice extension
        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
  11. 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
  12. Extenuating circumstances: If the retailer experienced the death of 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

Macros

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

Additional Resources

You must have Author or Collection Owner permission to create Guru Cards. Contact your team's Guru admins to use this template.