CSM – AC Billing Walkthrough

Hi there! This training will guide you through the process of AC billing. This process happens on the first of every month for appointments booked in the previous month. For example, on March 1st, you would bill for appointments booked from February 1st to February 28th.

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Getting Started #

To begin, you’ll need to open a few tabs in your browser:

• Stripe (your billing platform)
• The Revenue Tracker
• Two tabs of the Client Results Tracker (you’ll see why shortly!)

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Billing Process Steps #

Step 1: Filter Your Data #

• Navigate to the CSM AC billing tab on the Revenue Tracker.
• Filter this tab by your name to see only your clients.
• Go to both tabs of the Client Results Tracker and filter each by your name as well.

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Step 2: Review Client Appointments #

1. In the Client Results Tracker, locate the month total column. Please note that this column may not always be in the same place (e.g., column V), so make sure you’re looking at the correct one.
2. Fill in the information on the Revenue Tracker based on the Client Results Tracker.
   
3. Important Note: The month total might differ if a client had a waived deposit.

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Step 3: Verify Appointment Details and Contracted Amounts #

1. Cross-reference the total appointments from the Client Results Tracker with the individual CSM’s tracker (the other tab of the Client Results Tracker). This helps catch discrepancies.
2. Check the contracted amount for each client. This determines their base rate ($10, $19, $24, or $29 per booked appointment). You can find this information in the Client Results Tracker by scrolling to the right; there will be a column indicating their AC amount.
   • For example, if a client pays $24 per booked appointment, they’ll be listed under the $24 rate.
   • New contracts are typically billed at $29.
3. Special Cases:
   • If an appointment was a “console only”, it’s billed at $10.
   • If there is a credit to be applied (e.g., due to an issue on their end or a competing offer), make a note of it. You’ll apply this when creating the invoice.
     
     

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Step 4: Create Invoices in Stripe
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1. Go to the Revenue Tracker and filter it by the CSM.
2. Click on the client’s name to open their Stripe account.
3. To create an invoice:
   • Click “Create an invoice.”
   • Select “Appointment Closer Commissions” as the item type.
   • Enter the quantity of appointments and the corresponding contracted rate (e.g., “15 at 29”).
   • If there’s a $10 appointment, add it as a separate line item (e.g., “1 at 10”).
   • Verify the total amount matches your calculations from the Client Results Tracker.
     
4. Applying Credits:
   • If a client is receiving a credit, add a new line item.
   • Label it “One-time credit.”
   • Enter “1” for the quantity and then the negative amount of the credit (e.g., “-19” for a $19 credit).
5. Payment Method and Memo:
   • If a client has multiple locations, ensure you’re using the correct card on file for that specific location. You can identify the card by its last four digits.
   • In the memo line, add the client’s location for clarity (e.g., “Icaria Blakeney”).
6. Click “Charge customer.”

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Step 5: Handle Failed Charges #

1. If a charge fails due to insufficient funds, continue editing the invoice.
2. Try using a different card on file.
3. If the charge still fails, you’ll need to send a payment request:
   • Duplicate the failed invoice.
   • Change the status of the original failed invoice to “Void.”
   • Send the payment request invoice to the client with today’s due date.
   • Important: If it’s a weekday, call the client immediately. Otherwise, send an email and a message through SOC (your internal communication platform).

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Step 6: Update Trackers #

1. Once an invoice is successfully paid, mark it as green in both the Client Results Tracker and the Revenue Tracker. This indicates it’s complete.
2. If a charge fails and you send a payment request, update the Revenue Tracker:
   • Highlight the client’s entry in red.
   • Add the outstanding amount.
   • Update the “Outstanding Billing” section to reflect the amount due and any late fees.
   • Note if the account is paused due to outstanding billing.
   • Add a memo detailing the actions taken (e.g., “Send invoice and send message regarding outstanding billing”).

Remember to double-check all your numbers before charging the customer. If you have any questions, don’t hesitate to ask!