When orders are entered online, payment information is required to process the order. Customers can pay for their order with a credit card, a debit card, or a bank account (ACH). They will choose which payment method they would like to use and then they will enter that account information to process their order. Order payments are then processed as follows:
- Customer payments are processed on the Friday after your group’s order closes.
- Local customer payments are processed on the Tuesday after your group’s order closes. (Local sales reps pick up their orders from the warehouse on Wednesday, Thursday, or Friday of that same week.)
- The EXCEPTION to this process is NET 10 order payments. (See the Net 10 tab below for information on this payment option.)
Change/Update Payment Method
Step 1: Login to your portal. Select your customer and click “Create Order”.
Customer’s start by Logging into the website, then proceed to Step 2.
Step 2: Click on “My Account: Hi XXX”, then select the Payments tab.
Step 3: Click ADD under Credit Cards OR eChecks, add the info to the popup window, and save. Setting the new payment as default is optional.
Step 4: Go to the “Order History” tab and find the order that needs payment updated, then select “Change Payment Method”. Select the desired payment method by clicking “Set Payment” and confirming “Change Payment Account” for that order.
- If you need to add new payment info to a specific order, be sure to select that order.
- If you have multiple declined orders, you must “Set Payment” for each one.
Step 5:
A – If the payment was changed BEFORE payments are run on Friday after the monthly order closes, nothing more needs to be done, and the new card will be charged on Friday.
B – If the payment was changed AFTER payments were run on Friday, then an email needs to be sent to the office ([email protected]) requesting that the payment be run. Give them the following information: Customer Name, Order #, last four digits of the payment account, and the amount due on the invoice. After the office processes the new payment, they will respond verifying it has been processed successfully.
Declined Orders
Important things to remember about Declined Orders:
We will notify you by text AND email if you have declined orders by the Monday of your delivery week. We will automatically move any declined orders to Net 10 at that time. If your customer would rather update their credit card info online instead of paying you directly, you or your customers will need to update the card; then, you will go to the Declined Invoice hotlink (located in the bottom right corner of your screen) and fill out the form. This must be done before your Net 10 due date – 10 days after your delivery.
Once the office receives the form, they will process the new payment and let you know that it has been processed successfully.
**Click the “Update Payment” tab for instructions on updating the payment in our system.
Before you ask the office to retry a card, look at the invoice to see why the payment was declined.
- All orders will go out on your truck, but please do not deliver declined orders without first collecting payments for them or making sure their payment has cleared with the office.
- All payments must be taken care of within 10 calendar days of receiving your order. If you have any questions, please contact your RSM for help.
- To check for declined orders, go to your Orders screen in your rep portal and type “declined” in the search field.
- To see what form of payment was used on the order, go to your invoice report and look at the bottom of the invoice for that customer.
- All Declined orders will be automatically changed to Net 10 (processed from your account on file 10 days from your order delivery) even if you don’t qualify for Net 10.
- Entering new payment information and setting the new payment on the declined invoice DOES NOT automatically process the payment. You must also fill out the form in the Declined Invoices hotlink to complete the payment processing request. **This needs to be done before your Net 10 due date.
Declined Credit/Debit Cards – you can now see why the card was declined on the customer invoice.
Here is a list of possible reasons and explanations and the best action to take for each. Also see Change/Update Payment Method for instructions on updating their credit card information.
Card Declined Reasons and Explanations
- Card Number Error – Card is likely from a closed account. Enter a new form of payment and remove the card with the error.
- Closed Account – The account is closed. Add a new card for the customer and remove the closed account card.
- Credit card has expired – Card must be entered as a new form of payment with the new expiration and security code. Please remove expired card. Please note that the system will not let you use a card at checkout that expires that same month.
- Do Not Honor – Refused by bank for various reasons. Contact your bank to see why or enter a new card.
- Insufficient Funds – Have customer check their account balance and then let us know when we can reprocess the card.
- Invalid Service Code – Card doesn’t support online payments. New card must be entered.
- Suspected Fraud – Customer’s Bank flagged as suspected fraud. Contact your bank/card company to clear Alison’s Pantry for approved transactions. Then let us know to reprocess the card.
Declined Echecks – any returned echeck is subject to a $5.00 fee.
We are notified of returned echecks by our bank up to 7 days after they are processed.
We will then notify the rep of the returned check and ask you to collect from the customer, enter a debit or credit card instead, or enter the corrected echeck info.
Reasons for returned Echecks
- Invalid Routing or Account number – this is the most common reason. Enter the echeck as a new form of payment with the correct Routing and Account numbers once you’ve verified the info with the customer. Be sure to delete the invalid echeck info. **To prevent this issue always verify the last 4 numbers of the echeck account number if using an account already on file.
- Insufficient Funds – customer did not have enough funds in their account on the day payments were processed.
- Your transaction has been declined – This means the echeck info on file is invalid and needs to be removed.
Net 10
Net 10 is a payment option Alison’s Pantry offers to qualified sales reps. If you qualify, the Net 10 option is only available when you place orders through the rep portal.
Net 10 should be used at the discretion of the sales rep. It allows customers to place an order through their sales rep without paying for it until it is delivered.
IMPORTANT: You do not have to offer this payment option to any of your customers unless you are confident they will pay you for that order when it is delivered. Please use caution when allowing customers to place orders on Net 10 for more than $100.00. If a customer does not pick up their order on Net 10, you will be required to sell their products to collect the money due.
Sales reps MUST collect the money due for any NET 10 order from the customer BEFORE the customer can take their order home.
Payment can be collected from the customer ANY TIME up until Day 9 after receiving your delivery. At that point, you will want to have the money deposited into your bank account so it is available for Alison’s Pantry to withdraw from that account on Day 10.
All Net 10 is due by noon on the Monday it’s due. Any requests for extensions made after 12:00 that day may not be accepted.
You can find your Net 10 total due in two ways:
Please check your net 10 when you print your invoices and again when you receive your net 10 reminder!
Net 10 Report
- Go to the Reports tab in your portal.
- Choose the Commissions report. Then select the catalog for which you want your Net 10 total and click filter.
- Once it loads, you can scroll down to see the following totals: subtotal sales, net 10 total, and commission earned. Lots of helpful info in this report 🙂
Commissions Page
Your Net 10 total will appear in the first box with the green line on the Commissions page in your rep portal.
Please note that if you try to check your Net 10 total after 12:00 on the due date, it will show $0 as the amount. After that point, you can view a customer’s Net 10 amount on their invoice for that order.
Net 10 is a privilege.
Alison’s Pantry is extending credit to you for orders processed as Net 10, and payment for those orders is due 10 calendar days after receiving your delivery. You are responsible for getting the money collected from your customers into your bank account within those 10 days. Still, ultimately, you are responsible for making that payment and need to have the required amount available on Day 10. Any NSFs or extensions of time beyond the 10 days will result in fees being added to your account and the possibility of losing your NET 10 payment privilege.
- Assigned credits are automatically applied to “pending payment” orders when we process payments the Friday after your orders close.
- Credits do not show in the Order Confirmation Email.
- Credits are NOT automatically applied to orders if you assign them after payments have been run (Friday after the order closes).
- If you want to give a credit to a customer who has already paid for their order, you can either post the credit to their account and it will apply to their next order or withdraw the amount you were going to give as a credit to your bank account and give the customer cash for the credit when they pick up their order.
- If you want to give a credit to a customer whose order is Net10 but it is after Friday when the office posts credits and runs payments, you can either post the credit to their account and it will apply to their next order or withdraw the money you were going to give as a credit to your bank account, manually subtract the credit amount from your customer’s invoice, so they are only paying you for the amount of the invoice minus the credit you are giving them. Then you have your customer’s payment plus the credit amount to pay for the total amount on the customer’s invoice when the office withdraws your Net10 money for that order.
To view credits for your customers:
- From your rep Portal, click on “Create Order” for that customer.
- Select “My Account: Hi xxx”.
- Select the Credit tab.
- The Friday after orders close. Credits are automatically applied to orders first, and then payments are processed on Friday after orders close.
- Credits are NOT automatically applied to orders if you assign them when their status is ‘shipped’ or ‘declined’ which is after the office applies credits and processes payment on Friday after your group’s order has closed.
You can issue a credit to any customer in your list by doing the following:
- In your portal, go to Withdrawals.
- Under “Withdraw Your Commission as Alison’s Pantry Credit“:
- Enter the amount you want to issue
- Select the customer from the drop-down list.
- You can add notes for your records, such as contest winner, free shipping, early bird, etc.
- Click on Assign Credit.
- ** You must have available commission to assign a credit.
Yes, but you will need to withdraw the money from your commission to your bank account so you can pay for your order when your Net10 is due.
**Credits are only automatically applied to pending orders right before payments are processed.
Yes, but you will need to withdraw the amount of the credit from your commission to your bank account, manually adjust the customer’s invoice total by subtracing the credit, then collect the difference fromt he customer so you can pay for the customer’s total amount owed when your Net10 is due.
**Credits are only automatically applied to pending orders when payments are processed.