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      Billing Procedures for Support

      Table of Contents

      💡 Important Information

      • Please do not hesitate to the billing team through slack (#billing_team) if you are unsure about a certain action, or just plain don't know what you're doing.
      • Account/Billing changes can only be made by the account Owner or an approved delegate, after verifying the last four digits of the card on file.
      • It is essential to document any changes made in the client's account page. When adding notes, please include your first name to facilitate follow-up questions if needed.
      • If a client gives you any credit card (cc) information over the phone, please request a recording deletion in the CSE slack channel (#CSE)

       

      Moving Billing Dates

      To change a billing date, first obtain confirmation from the Billing or Manager team (#billing_team). This adjustment can be made as a one-time exception for specific situations, typically for new clients or for medical reasons. It is crucial to inform the client that this is indeed a one-time exception.

      For requests to change the billing date that are more than 30 days in advance, consult with the Billing team.

      1. Go to the Account Super User Controls to search for the user by their name or email address. 

      2. Use the calendar to select the new billing date for the customer, then click Change Date
      3. In the account notes, document both the original billing date and the newly updated billing date. Be sure to include your name for reference if there are any questions.

       

      Updated CC info

      The invoice date can be found in the User's Account profile within the Upcoming Invoice section.

       

      Lender/User - Split billing

      Billing can be split evenly between the site owner and one additional person, resulting in a 50/50 division of costs. Please note that this arrangement is non-negotiable and no exceptions will be made.

      To establish split billing for an account:

      Please Note

      When either the site owner or the second party wants to set up split billing, please send an email to the other party to confirm the request. Be sure to include the requester in the CC field for transparency and communication.

      Additionally, the second party must be registered as a user in the accounts system. If the user does not exist, you can create a new user by selecting the "Create New User" option from the Users List.


      1. Go to the Accounts Super User Billing page, and search for the domain name of the account
      2. Select the name of the website, rather than the name of the account owner.
      3. Click Assign Partner

      4. Enter the email address of the second user

       

      Email Templates

      For clear communication during the split billing process, please use the provided email templates and include both parties in the CC field.

      I want to set up split billing

      Thanks for reaching out!

      We can set up split billing with you and your lender, please provide us the:

      Lender’s name:
      Email address:
      Phone number:

      Once we have this info, we will be in touch with them to set up the card on file.

      Please don't hesitate to reach out with any questions!

      Split billing - reach out to lender

      Hi LENDER,

      SITE OWNER reached out to us to set up split billing with you for their *INSERT SITE* account with us. This would be a 50/50 split in which you would be responsible for 50% of the bill each month. At this time, that amount would be 50%OFBILL each month and it is set to autodraft on the BILL DATE of each month.

      Is this something you are interested in arranging?

      Please let us know.

      Lender/Partner confirmed

      Hi LENDER, 

      We have set up a partner account for www.totallyrealdomain.com. Please log in and update the method of payment to finalize split billing. The login email is yourname@domainemail.com, you will need to click "Forgot Password" and follow the prompts to create a new password.

      The method of payment can be updated here: https://accounts.realgeeks.com/billing/. Please note that this must be updated before the next billing date in order to avoid service disruption. 

      Remove me as a lender partner

      Hi LENDER,

      Thanks for letting us know. We have removed you from split billing with *name of site owner*. Please don't hesitate to reach out with any questions.