Collections Process:

LEGACY:

Credit Card Customers:

• When the automatic payment for a license fee does not go through, we would receive the “Recurring Billing Report for ESI Software Inc” for credit card customers showing failed transactions (There will be 5 attempts to run the charge before the account is set to FAILED in AXIA)
• Accounting to contact the customer to advise that their credit card has failed and that they need to update the credit card information.
• If the credit card information is not updated or the customer does not get back to Accounting, Accounting will advise Support to ensure that the account is set to the following in ESILAW Admin:
  • “IS EXPIRED?” = YES and
  • “Apply Forceful Expiry Immediately” = YES
• Even if we receive payment, the account will expire if we do not update the Expiry Date so Accounting needs to advise us when payments are received as well.

Invoice Customers:

• When a customer is initially set up to pay monthly/yearly by cheque or EFT, there will be a memorized transaction in QuickBooks and Accounting will follow up when they expire, or if lack of payment
• 28 days prior to their annual expiry, Accounting will send an invoice for them to pay. If payment is not received by their expiry date, Accounting will notify Support to ensure that the account is set to the following in ESILAW Admin:
  • “IS EXPIRED?” = YES and
  • “Apply Forceful Expiry Immediately” = YES
• Even if we receive payment, the account will expire if we do not update the Expiry Date so Accounting needs to advise us when payments are received as well.

ESILAW360 and 360 Cloud:
Credit Card Customers:

• When the automatic payment for a license fee did not go through, we would receive the “Recurring Billing Report for ESI Software Inc” for credit card customers showing failed transactions (There will be 5 attempts to run the charge before the account is set to FAILED in AXIA)
• ESILaw 360 reads from AXIA (sync is done 2 am PST and 11am PST)
• At this point, the system will recognize that a payment has not gone through or not been received and their expiry date and Expire the account in ESILAW Admin automatically.
• If the system does not expire the account automatically, Support would need ot do this by either Marking as Inactive or making the expiry date that current date.
  

Invoice Customers:

• When a customer is initially set up to pay monthly/yearly by cheque or EFT, there will be a memorized transaction in QuickBooks and Accounting will follow up when they expire, or if lack of payment
• For ESILaw 360 there is a ticker at the bottom of the screen and 28 days prior to the renewal date, they will be a prompt that will pop up on every workstation each day and if they do not pay the system will lock them out.
  
  

Manual Credit Card Charges:

• Ie: customer increases their licenses and wants to pay the prorated yearly license fee invoice
• Accounting creates Invoice from Quote and contacts customer for payment

Invoice Requests:

• If we have access to invoices in QB, we can look up the invoice and provide it to the customer.
• If no invoice is created, confirm there is a quote created and forward the request for Invoice to accounting@dyedurham.com referencing the Quote#

Note: While most customers will already be set up with payment plans for their account, they often call for Invoices for tax purposes or for instances of Migration or Custom work in the system.

Payment Investigations:

• License fees also cover the support fees so an ESILaw 360 customers’ support should never expire, unless they have not paid their license fees.
• If a customer calls indicating that they are receiving a message that their license is expiring but that they have paid, we need to investigate.
• First, Support will confirm their expiry date in Admin.
• Second, Justin will confirm they have a paid invoice in QB for the yearly subscription OR confirm in AXIA that their payment did, in fact go through for their license fee.
• If we confirm payment was made, we can simply just move their expiry date to the next year.
• If they pay by invoice and they have not paid, or their credit card was declined for some reason, we will escalate to accounting@dyedurham.com.