Hi Tim, The credit memo for $5.55 for Lorraine Siu reflecting the 0.7% difference in the credit card surcharge fee from the 7/31 invoice has been applied to this week's invoice. The fee is going to come through at 2.7% for payment on this week's and next week's invoice. Since she already knows of this issue, please confirm how we should proceed with her account. If we need to issue credits for the 0.7% difference for any other client, please let Lito and I know. Thank you.
On
Mon, 23 Sep at 11:00 AM
, Timothy Thomas <tt@thekey.com> wrote:
Hi Mark,
I have a call with legal tomorrow. Keep you posted on next steps. For now please hold off on any additional reimbursements.
Thanks
On Mon, Sep 23, 2024 at 9:36 AM Marc Atkinson <billing@thekey.com> wrote:
Hi Timon,
For client Lorraine Siu, we went ahead and issued a credit memo of $5.55 for the 0.7% difference from the correct credit card surcharge fee of 2.7% as opposed to the 2.0% surcharge fee the client has a PAF for. The credit will apply to this week's invoice.
We have yet to bill the client for 9/19 to 9/22, which is going to be billed on Wednesday. The week of 9/23 will bill next Wednesday, 10/2. We still have time for your office to please explain to the client that the fee is 2.7%, not 2.0%. Can we send the client a new PAF through Pandadoc which states the correct fee of 2.7%? This client, like all of our clients, has to pay the correct fee of 2.7%.
Thank you.
Hi Tim,
Lito and I discussed this matter at the end of last week and feel that it is practical for the Canadian offices to audit every client who has paid in Versapay with a credit card. We have found a few instances, including this client, where the PAF in Clearcare states a credit card surcharge fee of 2.0%, which is incorrect. The correct surcharge fee is 2.7%. We are not sure where the 2.0% PAF came from.
Attached here is a list of Canadian clients who have made payments by credit card in VP, since the integration from Clearcare. After reviewing this, please let us know if we need to issue credits for any of these clients.
Thank you!
On
Wed, 18 Sep at 5:56 PM
, Lito Delapena <billing@thekey.com> wrote:
Hi Marc,
Apologies for the delay in response here, I am not aware of a different Credit Card surcharge fee outside of 2.7% which should be listed on all CCA's in Canada this may be a Typo and would need to be corrected to all CCAs for Canada except for Montreal as they are exempt from Surcharge fees. If we need to reimburse the difference back im happy to offer a credit for it but i suggest that an update payment authorization form be completed with the 2.7% listed and the PAF's in pandadoc all need to be updated as well
Thank you,
Lito Delapena
Manager Customer Contact & Collections Center
On
Wed, 18 Sep at 11:50 AM
, Marc Atkinson <billing@thekey.com> wrote:
Hi Timon,
We apologize for the delay in the resolution with this matter. We are still reviewing this and will get back to you as soon as possible.
Thank you!