Pay an Invoice [Retailer]

Description

This card reviews how to show a retailer how they can pay their invoices on Faire

Issue Topic

Retailer::Payments::Payment issues

Policy

• Do not update payment account information: CX should never add or update a retailer's payment information in admin or impersonation. If a retailer asks, guide them on how they can update it themselves in their account.
• Always ask retailer to confirm their payment method: In the event CX needs to verify what payment a retailer is using, you can ask the retailer for the last 4 digits on the card and verify the card in the admin.

Triage or Escalation

• 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

Process

1. When a retailer reaches out requesting to pay an invoice, educate them on how they can pay their invoices in their retailer portal.
1. Use Macro: [RETAILER - EMAIL]::Payment::How to Pay Invoices
   
2. To pay their invoice, they can hover over the account dropdown menu (person icon in the top right hand corner of your screen) and click on the "Invoices" tab
   
   
3. They can select the invoice(s) that they wish to pay by checking the box on the left hand side of each invoice:
   
4. Click the "Pay Invoices" button at the top of the page to confirm and process the payment
1. You can also share our help center articles with the retailer for additional assistance
1. How do I pay my invoices?
2. How do I pay for orders?
   
5. Solve ticket

Macros

• [RETAILER - EMAIL]::Payment::How to Pay Invoices

Additional Resources

• Help Center
• How do I pay my invoices?
• How do I pay for orders?