Authorization and Payment Policies and Instructions
Only administrative personnel should ever discuss billing-, pricing- or payment-related with customers.
New Break/Fix Customers
For new customers, we generally request payment in advance. We can take a credit card authorization without creating an invoice. The customer must be informed that there is a 3% surcharge for credit card payments. To do this:
First, get written permission to charge each customer’s credit card. We have a template in Docusign for one-time authorizations. (Do not use the ongoing auto-pay authorization form.)
After getting written permission, to get cc authorization without actually billing the customer, go to the Intuit merchant center: https://merchantcenter.intuit.com/
Next, add the payment info to the customer's profile in Quickbooks as detailed here. (See section called PAYMENT METHODS.)
After work is performed and an invoice is created and sent, if the customer does not pay the invoice within by the due date, we will perform a one-time charge of the card via QB Payments up to the maximum for which the capture was authorized. (Do not "capture" the funds in the QB merchant center. There is no way to connect a payment made this way to the customer in QuickBooks.)
Projects
When we schedule a project, customer's account must be up to date. If any payments are in arrears, then the project can't go forward.
Work Authorization
No work can be done until the framework agreement ("T and C") is signed by either the company owner, CEO or an authorized individual.
Payment Options
We can take a credit card when speed is of the essence. There is a 3% surcharge on credit card payments.
We also accept ACH payments. There is no fee for ACH payments.
Customers can always make an ACH payment via the payment link in the invoice email.
Credit card payments must be enabled for a specific customer. In this case, Roberta must be notified so she can add the 3% fee to the invoice before sending it.
Delinquent Customers
There is a gold icon next to name of delinquent customers in the list of accounts in Autotask.
No work can be performed until payment is brought up to date. Advance payment must be made before further work can be scheduled.
See also: Payment Methods for Customers
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