SPECIAL PAYMENT ARRANGEMENTS [CLIENTS]

updated as of June 20, 2024

OBJECTIVE To work with clients by acknowledging and documenting any special payment arrangement requests accommodating their need to align our invoice payment terms to their internal payment arrangement for suppliers/vendors.

Our Accounts Team keeps a record of existing LEGACY CLIENTS who have special payment arrangements. You can see the updated file HERE.

Important things to remember  

• LEGACY CLIENTS are those clients who were onboarded and managed using RS portal ver 1.0 or those contracts that started on or before Nov 2022
• SPECIAL PAYMENT ARRANGEMENT means the client can't settle their invoice following our standard payment term of 5 BUSINESS DAYS FROM THE INVOICE DATE.
• Other special arrangements that need to be filed as a ticket via Fresh Desk are:
  • Clients paying via auto debit
  • Clients paying using credit card
  • Clients who are paying via a different method other than EFT (Electronic Fund Transfer)
  • Clients who would want to keep their RCs in a monthly payout scheme
• Accounts to only acknowledge special payment arragement request after CMD's approval (via Mitchelle) via the FreshDesk ticket raised by CRE.
• CMD (Mitchelle) to provide confirmation and approval 1-2 hours after the FD ticket creation.
• Once approved, client needs to pay diligently as agreed. Otherwise, an account suspension will take place. For 2 succeeding late payments, Accounts and CMD may void the existing special payment arrangement granted to client.
• For internal use only: If the client pays on the 15th of the same month, we can still include their RC's pay for that pay period or on a fortnightly basis whichever is applicable.

CRE MUST

Create a ticket via Fresh Desk documenting client’s request to be placed under a special payment arrangement:

• Create a ticket on Fresh desk

  • Contact: (type in your RS email address)

  • Subject: Special Payment Arrangement Request (starting Date eg. Starting May 1, 2024) | CLIENT NAME [Example: Special Payment Arrangement Request  starting May 16, 2024 | CHRIS JANKULOVSKI]

  • CRE: (Your name)

  • Client name: (same name showing on the portal)

  • Type: Request

  • Department: CRE

  • Inhouse Ticket Type: Finance

  • Concern: Remote Contractor Special Payment Arrangement

  • Status: In Progress

• Description

  • Paste a snapshot of the client’s request or the FD Ticket link containing client’s request and email exchanges.

• Group: Service Group

• Agent: (Choose Client Management Director - Mitchelle)

• Internal Group: Service Group

• Internal Agent: (Billing Specialist)

• Priority: Urgent

• Contractor Name: Type the affected RC's name

• Tags: Account Suspension

• Click Create

Please add the following as ticket watchers:

• (Yourself-CRE)

• Sr CRE

• Otie from Accounts

• Payroll Officer

• Chique

CMD [Client Management Director] MUST

Add a note to confirm the approval of the request 1-2 hours after the FD ticket creation. Click 'Add Note' and select 'Add note and set as In progress'. The following parties need to be notified as well:

• CRE handling the account

• Sr CRE who's managing the CRE involved

• Billing Specialist

• Otie from Accounts

• Monica - Payroll Officer

• Chique

ACCOUNTS MUST

Add this new special payment arrangement on the Prep File for the following month. Close the ticket once done.

Frequently Asked Questions 

1. Is there a maximum number of days we can allow from the invoice date when discussing the special payment arrangement option with the client?

Ideally, we would really want clients to strictly follow our payment terms of 5 business days from the invoice date. However, we are also considerate of their internal payment cycle and financial difficulties without jeopardizing our own finances. With this in mind, we can only allow a stretched 20 calendar days payment term. Otherwise, kindly seek for approval from our Client Management Director.

2. What if the client is away just for the month and would only need a one-off special payment consideration.

You still need to create a ticket via Fresh Desk indicating that it is only a one-off request. Please secure the date on when the client can make a payment. This will serve as Accounts and CDA's reference in relation to a possible account suspension. CMD's approval still needs to be secured whether the RCs pay can be released as soon as payment is received.

3. My client can't pay on the due date but he promised to pay on the 16th. Can we still include his RCs to the fortnightly pay run?

As an internal policy, if the client pays on the 15th of the same month, we can still include their RC's pay for that pay period or on a fortnightly basis whichever is applicable. Beyond this date, you will have to secure our CMD's approval.