Invoice with BillPay

Invoice with BillPay

Index- Introduction BackOffice 2 Contact BillPay 1. Login 2. Order search and overview 3. Activating the order 4. Move Payment due date 5. Apply a discount 6. Partial cancellation 7. Full cancellation 8. Report a customer payment 9. Take over dunning fees 10. Customer Status 11. Additional Info 12. FAQ

Contact BillPay Your contacts within BillPay 3 Merchant Support (Customer Support Team for your requests or customer requests) Merchant Integration (for technical problems or login data) Mo-Fr 8am - 18pm Sa 10am - 16pm Mo-Fr 8am 18pm haendler@billpay.de 030 609 89 35 56 support@billpay.de Requests regarding changes of your contract or your contact data - 030 609 85 50 24 innendienst@billpay.de innendienst@billpay.de Accounting (for requests regarding the merchant payout) - 030 609 85 50 12 abrechnung@billpay.de

Login BackOffice 4 This document explains how to manage orders in the BillPay BackOffice, accessed through the following URL: https://admin.billpay.de/login Please note that there are different login requirements for the financial controlling area (i.e. for merchant Invoices)

Introduction to the BackOffice Order search 5 To access orders, amend the time frame (from:/to:) and click on the magnifying glass (search). EXAMPLE: 12.02.2015 12.02.2014

Introduction to the BackOffice Order search 6 Enter the Order ID and click on the magnifying glass (search). For a detailled view, click on the pencil icon (edit).

Introduction to the BackOffice Order overview 7 CSV-Data Export You can export an overview of orders with a maximum time frame of two months. Choose the appropriate dates from: 01.05.2017 to: 30.06.2017. Click on the disc icon (download)

Introduction to the BackOffice Overview of the order page upper half 8 General Tab: This view shows an open order with the customer data on the left side and the merchant details on the right side.

Introduction to the BackOffice Overview of the order page lower half 9 Order Tab: An overview of the order displaying the order date and items. Changes to the order such as partial cancellations or discounts can be applied here.

Introduction to the BackOffice Overview of the order page lower half - Invoice1 10 Invoice Tab: Displays an activated order with the customer status and the payment due date. Note: The payment due date can be changed to ensure customer satisfaction (see slide 11). Important: MOVING INVOICE DUE DATE: The established time-frame for a customer to pay an Invoice determines the Invoice due date and is set-out in the contractual terms betwen BillPay and the merchant. The due-date can be moved if necessary, but not after expiration of the initial due date originally set-out. RE-ACTIVATION OF CANCELLED ORDER: If an order is cancelled unintentionally, it can be reactivated. This can only be done by the BillPay customer service team.

Introduction to the BackOffice Activate the order 11 Click on Activate to activate an order In general, manual activation is not necessary if configured to automatically activate when the order is shipped.

Introduction to the BackOffice Move payment due date in Invoice 1 Tab 12 Click on the payment due-date (pencil icon) Choose a new payment due- date by clicking within the calender and click OK Invoice due date cannot be changed after the original expiration date You can send an email to your customers informing them of the new payment due date by checking the box next to send reminder mail

Working with the order Apply a discount in the Order Tab 13 The discount or credit amount must be entered in the rebate field. Discount example: 1.00* Credit example: -1.00* If several identical items are ordered, a partial cancellation can also be initiated by reducing the quantity of items. Confirm the discount entry by clicking the Update order button *Please note that you can only use a dot. and not a comma, to ensure the correct amount

Working with the order Apply a discount in the Order Tab 14 Example: EUR 20.00 discount The entry is confirmed again. You can send an email to your clients to inform them about the new amount when you check the box next to send reminder mail After clicking on Yes the invoice amount changes are saved

Working with the order Partial cancellations in the Order Tab 15 Change the article s quantity by clicking on the arrow button or click on the red cross to delete the entire item Click on Update order to confirm Important: Deleted items can not be re-added

Working with the order Full Cancellation 16 Click on the button Cancel order. To inform the customer by email, check the Send reminder mail box. Select YES. The order is cancelled Additional information Please be aware that in case of a full cancellation BillPay will not pursue the cutsomer for any claims specific to the order. This applies particularly to accured dunning fees as well as possible debt collection procedures. The merchant invoice will be reversed. IMPORTANT: If you require support to cancel a transaction, please send us an email. For data protection full cancellations cannot be made over the phone

Working with the order Report a customer payment 17 If a customer accidentaly pays the invoice to the merchant instead of BillPay, please report the payment via the Backoffice to avoid reminders or dunnings for the customer Click on the button Report customer payment. Please confirm or correct the amount manually if necessary, in case you have received a different amount paid by the customer Please be aware that you can report the outstanding amount maximum. Any over paid amount received by the merchant has to be reimbursed to the customer by the merchant

Working with the order Take over dunning fees 18 Merchants have the option to take over dunning fees for customers: Click: Take over dunning fees A window opens, click the box next to the dunning amount, and finish by clicking Take over dunning fees The amount will be charged to your next merchant invoice

Customer status definitions 19 created the order is created in the system, but the payment has not yet been activated captured the order is created in the system the payment is enabled There are no incoming payments from the customer so far Open the order is not paid the order was partially paid by the customer Overdue 1. dunning - a dunning was sent to the customer with the appropriate fee via email 2. dunning - a second dunning was sent via email 3. dunning - a third dunning was sent to the customer with the appropriate fee via email The case was forwarded to our collection agency Closed the order is fully paid the customer has paid more than required - In this case the refund will be made automatically by BillPay with no action required from the merchant The order is completely cancelled The case with the collection agency is closed

Additional Info If a customer transfers money to the merchant Please consider that an incoming payment from a customer to the merchant must be reported immediately to BillPay. If the customer status does not state closed after entering a merchant's incoming payment, most likely late fees have already been charged. The transaction status can only be closed when the money has been transferred to the appropriate BillPay account. 20 Move payment due date If there is a delay with the delivery or with the return process, you can simply move the payment due date as long as it has not surpassed the original due-date set-out. This will ensure the customer will not be contacted in the dunning process. If changing the due-date is no longer possible, please contact BillPay client services. Please note that moving a payment due date can also lead to a postponement of the merchant's pay out How best to communicate with BillPay By Email Please be sure to enter the correct order number If you want to inform us of a customer payment or to move a payment due date, please let us know the exact amount or date In case of partial cancellation, please inform us about the final invoice amount Please use the following format for requests via email: Order number: Please move the payment due date to: Please deposite the new invoice amount: The customer paid the following amount to our bank account:

Additional Info How best to communicate with BillPay 21 By Phone: Please let us know the merchant order number Indicate the date until which a postponement of the payment due date has to occur Full cancellations can not be made on the phone: please send us an email to haendler@billpay.de

FAQ CAN THE SELECTED PAYMENT METHOD BE CHANGED BY THE CUSTOMER? Customers from Germany can convert invoices into an installment plan via the customer portal Mein BillPay. 22 WHEN DO I GET THE SETTLEMENT? The settlement is processed on a weekly basis. You can view and download it every Wednesday or Thursday at the latest in the backend. To do this, please log in with the controlling access. WHO WILL REFUND THE MONEY TO THE CUSTOMER? In case the customer made a payment to BillPay and the order was cancelled, BillPay will refund the money directly to the customer. This is done automatically. If a customer has paid into your company account and the order is closed already, please refund the amount to the customer. CAN I MAKE A FULL CANCELLATION ON THE PHONE? A cancellation is not possible via phone. Please send the appropriate information by email to our customer service haendler@billpay.de. WHY IS THERE A - ADDED TO SOME OF MY SETTLEMENTS? You will find a - next to amounts listed for: Partial cancellation / Full cancellation / Payment due date postponement / Incoming payment to the merchant. If you have any questions, please contact us. IS MONEY DEBITED FROM MY MERCHANT ACCOUNT BY BILLPAY? No, BillPay does not debit money from a merchant account. IS IT POSSIBLE TO STOP THE DUNNING PROCEDURE? By moving the payment due date, the customer can delay his payment to BillPay. Please note that this can be done only after consultation with the merchant. Furthermore, please note that the merchant pay-out will be affected by postponement of the invoice due date.

FAQ 23 WHY ARE CUSTOMER DENIED? Billpay cannot provide you with reasons for denial due to data protection laws. We kindly ask you to refer the customer to the following page: billpay.de/auskunft so the customer can make an inquiry. Possible reasons for a denial could be one or more of the following: 1. the credit reporting agency cannot confirm the billing address as the official registered address 2. the customer used a company address instead of the official registered address 3. the customer has provided a nickname ( Tom instead of Thomas ) or an artist name 4. the billing address differs from the delivery address 5. for the delivery address a package station has been selected 6. there are already negative payment experiences with the customer at BillPay or at one of our credit reporting partners 7. there are open debts at BillPay 8. the requested purchase exceeds the individual order limit for this customer