We use an automated billing system. This system automatically marks invoices as paid, sends reminders, suspends services for violation of our Terms & Conditions (such as Abuse or Lack of Payment).
The whole system works around dates, and we make these dates clear to our customers. As you can understand, we are a small business, so we can't absorb late payments like large companies, but we are understanding and as flexible as possible.
You will receive emails regarding Invoice Generation up to 30 days in advance, then further emails once the due date has been met. Details of this process are listed below.
How our automated services and billing system works:-
- 28 Days Before Due Date - Invoices Generated and Emailed
- 7 Days Before Due Date - Reminder Email Sent
- 1 Day After Due Date - Reminder Email Sent
- 3 Days After Due Date - Reminder Email Sent
- 5 Days After Due Date - Reminder Email Sent
- 7 Days After Due Date - Telephone Call Attempted
- 10 Days After Due Date - Late Fees Added - 20% Charge or Minimum of £15.00
- 21 Days After Due Date - Telephone Call Attempted to Warn of Suspension
- 30 Days After Due Date - Automated Account Suspension
- 50 Days After Due Date - Telephone Call to Warn of Deletion of Account
- 60 Days After Due Date - Account Terminated
All orders require payment in advance, if we agree to put an order through without payment, we expect prompt payment. The same applies to renewal. Notifications are sent out very early to both Email and SMS numbers.
Our system will apply late fees automatically, if you know you won't make the due date, please drop us an email to support@ecommerce-sussex.co.uk and we may move the deadline for you with valid reason.
Or remove the late fee (maybe you were stranded abroad and couldn't get back to pay it). If payments are repeatedely late, more than 3x times in a year, account suspension gets activated, and your service will be suspended until payment clears.
Minimum Late fee = £10.00.
OR
15% if Item Value is above £10.00.
EXAMPLE:- Reseller Pacakge of £100 would receive a late fee of £15.00. A Domain Paid late would receive a late payment fee of £10.00. If we've already activated the domain for you.
Problem with Payment: If you have a problem with payment, just talk to us, we're really understanding and will always do our best to help you if we can.
If you telephone us on 0843 5235446 (or local rate number) and given a fair explantion as to why you can't pay, away on business, holiday etc, we will do our best to move the due date for you if we can, however we reserve the right not to honour this if repeated late payment occurs.
For some services, this is unnegotiable if we are dealing with 3rd party providers. As they require immediate payment (details below).
WARNING: Account Suspension of Web Hosting, VPS's or Dedicated Servers will probably result in a damage to your Search Engine Rankings and could harm your business, which is why we make every effort to contact our customers first and make the rules clear. Account Termination will result in the loss of your files, we do keep backups, so there is always a possibility after 60 days we might be able to recover your site, but no guarantee of this.
Any problems either call 01273 900259 or email us at support@ecommerce-sussex.co.uk
PRODUCTS/SERVICES REQUIRING IMMEDIATE PAYMENT
Items like Domain Names, SSL Certificates, Malware scans, often, services provided by 3rd parties, are unreundable and require immediate payment. So if a service has been handled and setup by an admin via telephone, chat or email, payment is due immediately as we will have activated your new service or product straight away, this is only available to current customers where we have trading history with them.
PAYMENT METHODS
Card Payments - SSL Encrypted through our Site
Card Payments - SSL Encrypted through external Payment Gateway
Paypal - Pay with Account or Use Debit/Credit Cards with No Account
Direct Debit - Use of GoCardless requires an Account, payments take 7 days
Payment Link - We can Email you a Custom Payment Link (no login required).
