Arbonne Pure Pay Frequently Asked Questions

Transcription

1 Arbonne Pure Pay Frequently Asked Questions The Arbonne Pure Pay Portal has been designed to provide you with fast, convenient and reliable access to your commissions. Now you can get pay your way thanks to a multitude of self-service tools, easy on-the-go access, and automated payment transfer methods. From desktop to laptop, tablet to smartphone, your Arbonne Pure Pay Portal makes accessing your Arbonne earnings easy wherever you are. Arbonne pays its US and Canadian Independent Consultants, their Client, and Preferred Client commissions weekly, and their overrides and bonuses monthly based on the Arbonne SuccessPlan exclusively through an independent, third-party payment processor using Arbonne Pure Pay. How does Arbonne Pure Pay Work? Arbonne Pure Pay is the exclusive method by which Arbonne pays its US and Canadian Independent Consultants their earnings under the Arbonne SuccessPlan, using the services of an independent, third-party payment processor Hyperwallet. The first time you earn compensation from Arbonne, the payment processor will set up an account for you in the Arbonne Pure Pay portal and will electronically deposit all compensation owed to you into your Arbonne Pure Pay account. Client and Preferred Client commissions will be paid weekly and overrides and bonuses will be paid monthly. This is the only method by which Arbonne pays its US and Canadian Independent Consultants. Once earnings are deposited in your account, you can access the Arbonne Pure Pay portal to easily access and manage them. You have a variety of options, such as the ability to transfer money to your personal bank accounts, Paypal account (US only), prepaid debit card or an Arbonne-branded Visa prepaid card, or request paper checks. Each account will automatically have a virtual Arbonne-branded Visa prepaid card to which you can transfer funds and shop just like a prepaid debit card anywhere Visa is accepted online, including at arbonne.com or the Arbonne mobile apps. You can also request a physical Arbonne-branded Visa prepaid card to shop anywhere Visa is accepted and start a conversation about your business. Is participation in the Arbonne Pure Pay program mandatory to receive compensation? Yes, Arbonne will now be paying all US and Canadian Independent Consultants exclusively through the Arbonne Pure Pay portal, which can be accessed in My Office or arbonnepurepay.hyperwallet.com. The first time you receive a payment, you will get an activation link in an to set up your account. All your earnings will be disbursed to your Arbonne Pure Pay account whether or not you have activated it. In order to access your funds, you will need to activate your Arbonne Pure Pay account online. What happens to my commissions if I do not activate my Arbonne Pure Pay account prior to disbursement of my commissions? All compensation from Arbonne will continue to be deposited into your Arbonne Pure Pay account, whether or not you have activated it. In order to access your funds, you must activate your Arbonne Pure Pay account. If I place an order incorrectly and need to have the order moved, can I do it with Arbonne Pure Pay? If you have placed an order incorrectly and require Customer Service assistance to have the order moved, please contact Customer Service before the Friday cutoff. All order changes for the week should be before Friday. Can I choose to receive my compensation monthly instead of weekly? Arbonne will be compensating Independent Consultants weekly for their commissions; however, through the Arbonne Pure Pay portal you can select to automatically transfer funds as often as you would like to your bank account. If you prefer to receive your pay from Arbonne on a monthly basis, simply set up automatic transfers to your bank account monthly in the Arbonne Pure Pay portal. Is the Arbonne Pure Pay portal visible in languages besides English? Yes, to change the language preference from English to your desired language, complete the following stepsa: 2. Select Preferences from the Settings drop-down menu 3. Select the Languages tab and choose your preferred language from the drop-down menu 1

2 When will I receive my commission, override and bonus payments? You will be paid Client and Preferred Client commissions on Tuesdays of each week, unless the payment date falls on a holiday, in which case payment will be made on the next business day. Payments received will reflect your Client and Preferred Client sales from the previous week, Saturday Friday. Commission captured during the last few days of the month will be paid on the following week. Overrides and bonuses will always be paid on a separate payment monthly within 10 business days from the end of the month in which they are earned. A payment schedule for the year is available on The Source. Independent Consultants who have a Garnishment or Levy cannot be paid weekly and will continue to receive their Client and Preferred Client commissions monthly. If I receive a manual commission, overrides, or a bonus adjustment from Customer Service, will that be included in my weekly payout? No, all adjustments will be included in your monthly payment with overrides and bonuses, or through alternative payment methods on an exception basis at Arbonne s discretion. What is the minimum payment amount to receive a deposit through Arbonne Pure Pay? No minimum is required to receive compensation for the weekly or monthly payments. Any commission, override or bonus amount will be deposited into your Arbonne Pure Pay account. How do I know when I have been paid? When you receive a payment, it will automatically be credited to your Arbonne Pure Pay account. Each time funds are credited to your Arbonne Pure Pay account, you will receive a notification. How secure is my Arbonne Pure Pay account? Hyperwallet employs a defense in-depth security architecture and maintains a compliance program designed to fulfill all obligations under applicable laws and regulations. Hyperwallet is a registered money services business in the US and Canada. They safeguard its network and payouts platform against cyber threats and privacy breaches. Hyperwallet adheres to PCI Data Security Standards. We understand the importance of safeguarding individuals personal information and both Arbonne and Hyperwallet employ measures to protect personal information in our possession. Hyperwallet is a SOC 1 Type 2 and SOC 2 Type 2 certified organization. For a definitive explanation of how Hyperwallet collects, uses, protects, and discloses personal information of individuals, please read their Privacy Policy at arbonnepurepay.hyperwallet.com. Will I still be able to update my banking information in My Office? No, payment will now be deposited into your Arbonne Pure Pay account so there is no need to update banking information in My Office. You may update your banking information anytime in your Arbonne Pure Pay portal, so that you can easily transfer your earnings to your personal bank accounts. Will I still access my commission statements in My Office or on the Arbonne Pure Pay portal? Commission statements will be available for view in My Office. Your weekly commission statements can be accessed under the SuccessLine tab. Monthly statements can be assessed under your File Cabinet. Here, you will also see a full break down of commissions paid on your commission details report. What options are available for me to transfer or use my earnings deposited into my Arbonne Pure Pay account? Once funds are deposited into your account, you have a variety of options to manage your funds within the Arbonne Pure Pay portala: Transfer to your personal bank accounts Transfer to your virtual or physical Arbonne-branded Visa prepaid card Transfer to another prepaid debit card (US only) Transfer to your PayPal account (US only) Request a paper check What are the fees associated with Arbonne Pure Pay? There are no fees for any transfers to your bank accounts or your Arbonne-branded Visa prepaid card. Other transfer methods do have a fee according to the fee schedule below. In any month in which you receive a payment from Arbonne and have a positive balance in your account, you will be charged a flat rate base platform fee of $1.50 USD, which will be deducted from your account by Hyperwallet. Begining in July 2018 if you re subscribed to Arbonne My Office Pro, your base platform fees will be paid for by Arbonne. Arbonne will credit your Arbonne Pure Pay account with a $1.50 positive commission adjustment any time Hyperwallet deducts the platform fee. 2

3 Description Fee (US Dollars) Collection method Note Transfer to a local bank account No charge Transfer to a Arbonne-branded Visa prepaid card No charge Transfer to a PayPal account $1.00 Transfer to another prepaid debit card $1.00 Check request $2.50 $4.00 Deduction from account by Hyperwallet Return service fee $10.00 Deduction from account by Hyperwallet USD Check delivered to a US address CAD Check delivered to a Canadian address When funds are returned to the account after a transfer request, if the Independent Consultant provides incorrect banking information to Hyperwallet If I am paying the monthly subscription fee for My Office Pro, does that include any fees for Arbonne Pure Pay? Yes! My Office Pro subscriptions will be available for purchase beginning in July Your My Office Pro subscription will also cover any platform base fees deducted by Hyperwallet for the months you receive payment in the Arbonne Pure Pay portal. Arbonne will credit your Arbonne Pure Pay account with a $1.50 positive commission adjustment any time Hyperwallet deducts the platform fee if you are currently subscribed to My Office Pro. What are the fees associated with an inactive Arbonne Pure Pay Account? After three consecutive months of having a positive balance in your Arbonne Pure Pay account without activity, there will be a monthly $5.00 service fee applied for each month the account is not used. This inactivity service fee will be deducted by Hyperwallet from your account. You will still be charged this fee even if you subscribe to My Office Pro and your account is inactive. You will not be charged in any months where you have no balance or activity. How do I transfer funds to my personal bank account from the Arbonne Pure Pay portal? To transfer funds to your personal bank account, complete the following stepsa: 2. Select Transfer Funds to set up a new transfer method 3. Select Add New Transfer Method or to select from a previously set up bank account, click on the drop-down To menu 4. Select Bank Account, then select Continue 5. Provide the following information to transfer funds to your personal bank accounta: Routing number Bank account number Account type, savings or checking Choose a nickname for future reference when transferring funds in the Remember As section Select Continue Please note: Process time for transferring funds to your bank account will take 1 3 business days. You may also set up transfers to more than one bank account or automated transfers. 3

4 How can I set up automated transfers to my bank account or Arbonne-branded Visa prepaid card? Auto Transfer allows you to set up automatic transfers of the funds from your Arbonne Pure Pay Portal to your bank account or Arbonne-branded Visa prepaid card so that you can set it once and it s done! To set up Auto Transfer, you will need to have a Arbonne-branded Visa prepaid card or bank account linked to your Arbonne Pure Pay Portal. To set up Auto Transfer in your Pay PortalA: 1. Click on Transfer in your menu 2. Under ActionsA: select Create Auto Transfer 3. Select Confirm If you have a prepaid card and/or at least one bank account saved in your Pay Portal, you will see them listed here. If you do not yet have any saved bank accounts, you can add one by clicking on Add New Transfer Method Auto Transfer Advanced OptionsA: Advanced Auto Transfer options allow you to split transfers between two or three different bank accounts or prepaid cards, as well as configure a minimum transfer amount. 1. Select Transfer in your Menu 2. Under Actions select Create Auto Transfer 3. When in the Auto Transfer page, Select the Advanced tab 4. Select the account under Transfer Method and set the % field to the right remember, the total for all chosen Transfer destinations must equal 100%. For example, you can choose to have 60% of your incoming payments go to your card while the remaining 40% goes to a bank account Please note: Under Additional Options you can choose the frequency of your Auto Transfer. You can choose either daily or monthly. If you choose monthly, you can select the date on which the first Auto Transfer is to take place. TipQ: If you would like your incoming payments forwarded to your bank account and/or prepaid card as quickly as possible, select the daily Auto Transfer frequency. Auto currency conversion. If you get paid in a different currency than the currency used by your Transfer destinations, select the currency in which you get paid here. This will ensure that the funds arriving in your Pay Portal are converted and transfer in your local currency. Minimum Auto Transfer amount. For example, you can set your account to only perform a transfer once you have accumulated a minimum of $100 in payments. Please note: All Auto Transfer destinations selected must use the same currency. This means that you may not, for example, set one of your Auto Transfer destinations as a USD bank account and another as a CAD bank account. If my Arbonne account is registered as a business entity, what do I need to do during activation of my Arbonne Pure Pay portal to reflect that? When activating your Arbonne Pure Pay Account, verify and correct your personal information and address, and then select Business under Account Type and complete the requested information. How do I receive my Arbonne-branded Visa prepaid card? Each Arbonne Pure Pay account will automatically have a virtual Arbonne-branded Visa prepaid card and will need to request a physical card. From the Arbonne Pure Pay portal you will see a Upgrade your Card icon on the left-hand side of the screen after logging in. Click on this icon, ensure that your profile information is complete and accurate, and submit your request. Please note: When you open a Card Account, we will ask for your name, address, date of birth, and other information that will allow us to reasonably identify you. We may also ask to see your proof of identification and proof of address. Is there a benefit to using my Arbonne-branded Visa prepaid card? Yes! We re offering a launch promotion of Spend $100, Get $100! The first 10,000 Independent Consultants who request a physical Arbonne-branded Visa prepaid card, load it with funds and spend at least $100 within 60 days of activation will receive a $100 travel voucher, which they can redeem and use at travelsavingsdollars.com for hotels, car rentals and recreational activities. TipQ: Wait until you have at least $100 in your Arbonne Pure Pay account before requesting your Arbonne-branded Visa prepaid card. This will ensure you have the funds in your account to make the transfer and spend using your card to receive the travel voucher gift. As an on-going benefit, the Arbonne-branded Visa prepaid card gives you the opportunity to show off the Arbonne brand as you re making purchases. 4

5 What are the fees associated with the Arbonne-branded Visa prepaid card? There are no fees to transfer funds to your virtual or physical Arbonne-branded Visa prepaid card or to use it for shopping. Arbonne provides you with the virtual card without any additional fees. You can also request a physical Arbonne-branded Visa prepaid card with no additional fees if you load your new card with funds within 60 days of your request. You will incur at $1.95 USD card request fee if you don t load it within 60 days. For a complete and up-to-date fee schedule associated with the Arbonne-branded Visa prepaid card for transactions such as ATM withdrawals or over-the-counter cash withdrawals, complete the following stepsa: 1. Sign into your Arbonne Pure Pay Portal at arbonnepurepay.hyperwallet.com 2. Select Fees from the Resources drop-down menu 3. Select Visa Cardholder Agreement under Card Fees Please refer to the Terms & Conditions of the Visa prepaid card Holder Agreement that you will receive with the card or review it online via the following linka: arbonnepurepay.hyperwallet.com/hw2web/faqs/faqs.xhtml. The description of the Arbonne-branded Visa prepaid card Terms & Conditions contained in this document are subject to change by the card issuer. This is only visible after you have logged into the Arbonne Pure Pay Portal. What should I do if my Arbonne-branded Visa prepaid card is lost or stolen? If your card is lost or stolen, please immediately call and report it to , any time of day and any day of the week. The Arbonne Pure Pay customer service agents can then assist you by cancelling the card and issuing a new one for you. How do I transfer funds to my Arbonne Pure Pay Visa prepaid card? To transfer funds to your Arbonne Pure Pay Visa prepaid card, complete the following stepsa: 2. Select My Cards 3. From the Action drop-down menu, select Transfer to Card 4. Enter the amount you would like to transfer to your Arbonne-branded Visa prepaid card and select Continue 5. Select Confirm Can my Arbonne-branded Visa prepaid card have the name of my business on it instead of my personal name? No, Arbonne-branded Visa prepaid cards may be issued in the name of an individual only. What happens to my Arbonne Pure Pay account and any funds in the account if I am no longer an Arbonne Independent Consultant? Hyperwallet will maintain your account until the funds are withdrawn and it is closed. If you have no funds in your Arbonne Pure Pay account when your Arbonne Independent Consultant account is terminated, then your account will be closed the following month. If you have a positive balance in your account, after reaching three months of inactivity, you will be charged the $5.00 inactive account service fee for each month following your termination until all the funds are withdrawn and the account is closed, the balance is depleted to $0.00 and the account is closed, or 12 months after termination of your Arbonne Independent Consultant account, at which point the positive balance in your Arbonne Pure Pay account will be removed and Hyperwallet will allocate and pay the remaining funds to the state or province in which you reside according to the appropriate unclaimed property law. What if my virtual Visa prepaid card is not present on my account after I sign in? Virtual cards will be included in your Arbonne Pure Pay account and visible after logging in to the portal. If you do not see a virtual prepaid card in your Arbonne Pure Pay portal, that means we do not have your date of birth on file. You can request a card through the portal or call Hyperwallet at for assistance. Who should I contact if I have questions regarding my Arbonne Pure Pay account? Any questions regarding your Arbonne Pure Pay account need to be directed to the dedicated Arbonne Pure Pay customer support team. This is different from our regular Arbonne Customer Service or Arbonne VP Support. Live Customer Service representatives are available for supporta: EnglishA: Mon Fri 8 a.m. 8 p.m., Sat Sun 8 a.m. 5 p.m. SpanishA: Mon Sun 8 a.m. 5 p.m. French and Mandarin ChineseA: Mon Fri 8 a.m. 5 p.m. Please note, all the hours mentioned above are in Pacific Time. North AmericaA: WorldwideA: Please questions to support@arbonnepurepay.hyperwallet.com. 2018R ARBONNE INTERNATIONAL, LLC ALL RIGHTS RESERVED. ARBONNE.COM 5