The downturn in the economy has affected many of our partners, between downturn in business, longer collection periods, tighter credit market and more have made the reoccuring billing business a lot more difficult.
As the CEO of Own Web Now, I am here to tell you that we stand by our partners and we are willing to work with anyone that may be going through a tough time collecting money from clients. We’re in on this together.
However, in the interest of fairness, if we cannot contact you we cannot assume the collections expense that goes with avoiding calls and emails – we are simply not in that business. With the launch of new ExchangeDefender, new Shockey Monkey, new systems for our entire hosting platform we simply must turn our focus to the software and professional services our partners demand.
Today, we have had to say goodbye to a number of our partners that have had a poor payment track record (6+ months declines/delinquencies of 10+ days or more). In plain terms that means that we’ve had partners who have missed a payment every other month and that raises the fees for everyone which is simply not fair. Our partners and clients expect us to spend every dollar on R&D and enhancements, not collections.
I wanted to offer you our billing collections process so that you’re aware of our attempts:
1st of the month: If the transaction has been declined, retry transaction and document.
2nd of the month: Open support request in our portal (https://support.ownwebnow.com) about the past due invoice, retry transaction.
5th of the month: Retry transaction. If it still fails a phone call is made to the billing contact on record, if they were not contacted directly (secretary, voicemail) support request is updated.
8th of the month: Retry transaction. If it still fails a phone call is made with the 2nd notice, support request is updated.
10th of the month: Final retry and suspension notice is given in the portal. Partner is given 24 hours to provide valid billing information.
11th of the month: If the new billing information is not provided, all services are suspended.
We are not heartless, we are more than willing to work with companies that are affected by the economic downturn. Unfortunately, if we cannot contact you on the phone, if the support portal is ignored and over a week passes with repeated notices, we have no choice but to move on.
Today we have permanently suspended companies that have abused our kindness and had a consistently poor payment track record. It is within our right to suspend services within 3 days, charge reconnection fees, etc: We usually do not. However, when our company is clearly abused we have no choice but to reconsider whether it’s fair to other partners to let a small group of companies abuse the billing concessions we have made.
So to recap: Collections are expensive and we’re a software company; that meant that we’ve had to remove a number of partners that abused our billing grace periods. We know it’s tough out there, reach out to us and we will bend backwards to help you.
CEO, Own Web Now Corp.