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Invoice Query

Bill Cycles / Due Date

Scenario


  • Customer enquires about the billing cycle and/due dates

Things to check first


Details
Try this:
Station
Send bill
Bill Date
Charge the customer Due Date
Bill period Cycle period

What to do


1. Educate the customer the information below.

Invoice
Bill Date
Cycle period
Due Date
Bill Run 1 7th 1st to 30th 14th
Bill Run 2 21st 15th to 14th 28th

Bills are generated on the 3rd day from the start of the cycle period.

Billing Processing Dates


Since the introduction of the new automated billing processes, bills will be generated, emailed, and printed on the same days for each bill run.

The following applies:

First Bill Run

Third day of each month – The first bill run will be generated.

Third day of each month (or the next business day if it’s a weekend) – The invoices will begin to be emailed to the customer*. This will continue until 7 days prior to the due date.

Fourth day of each month (or the next business day if it’s a weekend) – The invoices will be printed and posted to the customer.

Fourteenth day of each month (or the previous business day if it’s a weekend) – The invoices will be due and the customer’s credit card/bank account will be debited.

Second Bill Run

Seventeenth day of each month – The first bill run will be generated.

Seventeenth day of each month (or the next business day if it’s a weekend) – The invoices will begin to be emailed to the customer*. This will continue until 7 days prior to the due date.

Eighteenth day of each month (or the next business day if it’s a weekend) – The invoices will be printed and posted to the customer.

Twenty-eighth day of each month (or the previous business day if it’s a weekend) – The invoices will be due and the customer’s credit card/bank account will be debited.

Credit Card Declines

 

If the customer’s credit card payment declines on the first attempt (on the due date), an email/SMS will be sent to the customer advising them that the debit failed, and that a retry will be attempted three business days later.

We receive notification of any declined payments the same day the payment is submitted to the bank, and the customer is informed the same day.

Direct Debit (bank account) Declines

 

If the customer’s direct debit payment declines on the first attempt, an email/SMS will be sent to the customer advising them that the debit failed, and that a retry will be attempted three business days later.

We receive notification of any declined payments within three business days of the payment being submitted to the bank (the majority on the second day), and the customer is informed the same day.

Single Bill Authorisation


There may be the occasion where not all customers will receive their bills within the same batch. New functionality has been added where an account is withheld from the batch if the new bill falls within a number of pre-set rules. These bills will need to be checked and later approved or regenerated by a member of the billing team. The bill will then be emailed to the customer automatically. If the date between the approval and the previous due date is less than 7 days the due date will be modified to 7 days later. The maximum

*A manual approval is required by a member of the billing team. The invoices will only start emailing to the customer once the bill run has been approved. The due date will remain as the fourteenth or twenty-eighth.

 

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