Payment Plan Request

Description

This card reviews how to support retailers when they reach out and about or requests a payment plan. If a retailer is asking about their current plan, review Issue with Payment Plan

To quickly see a summary of the retailer's payment plan, review the Payment Plan Summary section on Admin. This section provides insight into:

• Total Amount Currently Enrolled in Plans: This large, bolded number represents the total dollar amount currently enrolled in payment plans.
• Lapsing Amount: Displays the total amount for any plan whose most recent payment attempt was unsuccessful.
• Days Since Last Payment: Shows the number of days since the last successful payment was made on any plan.
• Max Days Lapsing: Indicates the maximum number of days a payment plan has been lapsing. If multiple plans are lapsing, this will display the highest value.
• Plan Blocking Terms: Provides clarity if any payment plan is currently blocked from using their terms due to payment issues.

If any plan is lapsed the box will show in red to indicate there is an issue:

Issue Topic

• Invoices & payments::Payment plans
• Invoices & payments::Payment plans::Requested a new payment plan::Not past due yet (ineligible)
• Invoices & payments::Payment plans::Requested a new payment plan::Has past due brand orders (eligible)
• Invoices & payments::Payment plans::Requested multiple payment plans (already enrolled in the max of three)
• Invoices & payments::Payment plans::Requested a custom payment plan

Policy

• Payment plan option only available when payment fails: The option for a retailer to enroll in a payment plan is only available when a retailer’s invoice becomes past due and the initial charge failed
• Payment Plan Availability: USA, Canada, AUS, NZ and Europe & UK can enroll in payment plans. Retailers can self-enroll into 3 payment plans and all additional plans will need to be created by a recovery agent.

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

• The following situations must be escalated to Recovery:
• Payment Plan Modifications
• Inquiries about modifications on active payment plans, enrolling into additional plans, or inability to pay invoices should be escalated directly to Recovery
• Bankruptcy
• When a retailer claims that they are planning to file for bankruptcy, and we request their filing once it becomes available
• When a retailer claims that they are bankrupt, and we request their filing
• Any other mention of bankruptcy or business closure
• Disputes
• When a retailer disputes an order(s) that they intended to return
• When a retailer files a dispute due to them not being aware of alternative payment methods being auto-charged on past due orders
• Legal Threats
• Any time a retailer threatens to sue Faire, involve their attorney, or report us to a government agency
• Any time a retailer feels they’ve been discriminated against based on our credit decision and threaten further action
• To escalate to Recovery, follow the steps here:
• Use the macro EMAIL::CX TEAM::Triage::Internal triage to Recovery team - this will update the following ticket fields
• Assign to Verifications/Recovery
• Set Form to [Faire] Risk Request
• Set Ticket Form (custom) to [Faire] Risk Request
• Update Risk Ticket Type to Underwriting
• Submit ticket as open

Process

1. Is the retailer asking about an existing payment plan or requesting to be placed on a new payment plan?
1. Existing Plan > If the retailer has a question about their current plan, review the card Issues with Payment Plan
2. Request to be on Payment Plan > Proceed to Step 2
   
2. Request to be on Payment Plan Review the retailer's account and confirm if they have invoices that are currently past due.
1. Payment plan option only available when payment fails: The option for a retailer to enroll in a payment plan is only available when a retailer’s invoice becomes past due and the initial charge failed
   
3. Pull up the retailer r_token in admin and check if they have an Overdue pill on their profile
   
4. Is the Retailer overdue?
1. No > Send the ineligible payment plan macro [RETAILER - EMAIL]::Invoices & payments::Payment plan inquiry (ineligible) to inform the retailer that you are unable to create a payment plan early for this order due to system limitations at this time and that we appreciate that they are informing us early.
1. Solve ticket
2. Yes > Proceed to Step 5
   
5. Check to see if they have an active payment plan. Go to their r_token page, and click on the “Payment Plans tab” on the left-hand side. Once there, scroll down to the “plans” section.
1. In this section, you can see
1. Payments completed in the plan (x of x)
2. The number of payment plans they're enrolled in
3. The next payment date and final payment date
4. Total paid and remaining
5. Card on file and Plan total.
6. Eligible for self enrolment: If the retailer has the option to self enrol in payment plan
   
   
6. Does the retailer have more than 3 active payment plans?
1. No > If the retailer hasn't enrolled in a payment plan or they're enrolled in less than 3 plans, send them the macro [RETAILER - EMAIL]::Invoices & payments::How to enrol in plan
2. Yes > Use the macro EMAIL::CX TEAM::Triage::Internal triage to Recovery team
1. Submit the ticket as open
   

Macros

• [RETAILER - EMAIL]::Invoices & payments::Payment plan inquiry (ineligible)
• [RETAILER - EMAIL]::Invoices & payments::International Payment plans (holdout group)
• [RETAILER - EMAIL]::Invoices & payments::How to enrol in plan

Additional Resources

• Help Center articles
• Are my payments and information secure?
• When is my invoice due?
• Notion Resources
• Payment Plans 101
• SOP International Payment Plans