Renewal emails

Kris_Williams
Kris_Williams Member Posts: 3,814 Reckon Accounts Hosted Elite Expert Reckon Accounts Hosted Expert
in Accounts Hosted

@Rav I’ve had a few people comment on the emails they receive about renewing their licenses or risk losing their files, when they know they have entered their credit card details.

I too have fallen foul of this message and run to check that all has been entered, and if so why send these emails out.

Comments

  • Rav
    Rav Administrator, Reckon Staff Posts: 13,740 Reckon Community Manager Community Manager

    Hey Kris,

    That does sound a bit odd. I'm not quite sure why that would be yet but happy to have a chat with the team about it.

    If possible, can I get you to forward one of these renewal emails to me where the CC details have already been entered and I'll see if I can find out what's happening there.

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  • Rav
    Rav Administrator, Reckon Staff Posts: 13,740 Reckon Community Manager Community Manager

    Thanks for shooting through the email @Kris_Williams

    I just spoke with the Customer Service team about this and these are automated email reminders about the upcoming renewal of the subscription. If there is already a valid credit card loaded to automatically take care of the renewal it will be actioned on the renewal date.

    With that said, I think it would nice if the email stated something like "Your nominated credit card will be debited on your renewal date" or something along those lines if you have already loaded up a payment method for the Hosted subscription just so its clear.

    I'll raise that with the team and see if we can make some improvements there.

  • Charley
    Charley Member Posts: 524 Reckon Star Reckon Star
    edited November 2023

    Further to that Rav, along with the reminder we also get a 'confirmation of renewal' which is all good but then the invoice comes by snail mail much later. Is it possible to automate this process and get an emailed Invoice along with the confirmation.

    For me I do 6-7 clients but then I have to wait for the invoice to get reimbursed.

  • Janine Dickson
    Janine Dickson Member Posts: 35 Reckoner Reckoner

    Hi

    we also want to get an invoice emailed to pay rather than use a credit card - I did email customer service 2 weeks ago but no response as yet.

  • Rav
    Rav Administrator, Reckon Staff Posts: 13,740 Reckon Community Manager Community Manager

    Hey @Charley, yes that's been a bugbear for a while now 😞. The folks I need to speak with are out of the office this week but I'll have a chat to see where things are at with any developments in this area, I know its something that's been on the radar. If you shoot an email to admin@reckon.com then the team can send through the invoice to you via email as/when you need it but I know that's not exactly ideal and should be automated.


    @Janine Dickson Apologies that we haven't got back to your request yet. I've just spoken with the team in regard to getting your invoice out and it'll be sent through to the email address we have listed on your Hosted account in the next few minutes 🙂

  • Janine Dickson
    Janine Dickson Member Posts: 35 Reckoner Reckoner

    Thanks Rav - will speak with my manager to make sure its been received - appreciated

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