How to Change a Clients Billing Day

Purpose

This SOP details the precise steps for modifying a client's weekly billing day within our internal system. Its core purpose is to ensure all billing day changes are handled accurately, including necessary prorated calculations, and communicated clearly to the client. This guarantees correct invoicing and maintains precise financial records for SWEAT Digital, adapting efficiently to client needs.

Scope

This SOP applies to all SWEAT Digital clients when a weekly billing day adjustment is required. This may be initiated by a client request, or as part of a service upgrade or downgrade. The Support Specialist is the primary role responsible for executing this process.

Definitions

Roles & Responsibilities

Prerequisites

Before initiating this SOP, the following must be in place:

• Confirmed client request for a billing day change, or an internal trigger (e.g., upgrade/downgrade confirmed).
• Access to tIgnition with the necessary permissions to edit client agreements and billing schedules.
• Access to Help Scout for client communication.

Triggers

This process is triggered by:

• An email from a client requesting a change to their weekly billing day.
• An internal decision to change the billing day as part of a service upgrade or downgrade.

Step-by-Step Process

Acknowledge Client Email Request

1. Upon receiving an email from a client requesting a change to their billing day, hit reply to the email.
2. Send an acknowledgment response to the client, informing them that the change is underway.

Locate Client and Services in Ignition

1. Navigate to the client section in our Internal System.
2. Search for the client and select the relevant client account.
3. Go to the "Services" tab for the client.

Adjust Weekly Billing Day for Each Service

1. For each service the client is requesting to change the billing date for:
   1. Select the service you need to modify.
   2. Click "Edit".
   3. Locate the billing frequency (e.g., "bill every one week, repeating every Wednesday").
   4. Change the repeating day to the client's requested new billing day (e.g., from Wednesday to Thursday).
   5. Click "Next", then "Save".
   6. Repeat this for all relevant services in the client's account.

Prorate the Next Invoice in Billing Schedule

1. Once all services have been updated, navigate to the "Billing Schedule" tab for the client.
2. Click on "Invoices".
3. Identify the date of the last paid invoice and the date of the next scheduled invoice.
4. Calculate the number of days between the last paid invoice date and the next scheduled invoice date. This difference determines the number of days you need to prorate for the next invoice.
   1. Example: If the last invoice was for the 28th, and the next scheduled invoice is for the 29th, there is a 1-day difference. You will need to prorate for 1 day.
   2. Example: If the billing date was 8 days from the last invoice, you would prorate for 8 days worth of service.
5. Click on the next invoice to edit its details.
6. For each service listed on this next invoice, adjust its price to reflect the prorated amount for the calculated number of days.
   1. Formula: (Weekly Service Price / 7 days) * Number of Prorated Days = New Price for Service
   2. Example: If a service costs $50/week, and you need to charge for 1 day: ($50 / 7) = $7.14 . Input $7.14 as the new price.
   3. Repeat this proration calculation for all services on that invoice.
   4. Click "Next" and then "Schedule" to save the prorated invoice.

Send Client Confirmation Email

1. Navigate to Help Scout.
   1. Ensure you are in the "Support" inbox.
   2. Click on "New Conversation".
   3. Enter or paste the client's email address.
   4. Click the plus sign (+) and select "Saved Reply" (template).
   5. Search for and select the "Billing Date Change" template.
2. Adjust the template:
   1. Cut the first line of the template and paste it into the subject line of the email.
   2. Input the correct fields within the email body as necessary, ensuring all details about the new billing day and proration are clear.
3. Send the email to the client.

Notes

• Always verify the proration calculation: While our system automates this, a manual check ensures accuracy, especially when determining the number of days between the last paid invoice and the prorated next invoice.
• Clear client communication is paramount: Clients must fully understand how their billing day change impacts their next payment. Be proactive in explaining any prorated amounts.
• Ensure consistency: Confirm that the billing day for all relevant services for that client has been updated.

Tools Used

Templates