Annual Renewal Licence

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  • Problem
  • Updated 5 days ago
Every year I have to phone Reckon to request an invoice for our annual renewal.  We do not have credit cards so are unable to renew in the control panel.  I receive an email stating that it is coming due to which I reply requesting an invoice and each year get no response.  I then have to phone, which is time consuming.  Every other business we deal with sends us invoices, so why can't Reckon send an invoice with the reminder email or make an option in the control panel to print an invoice with the banking details for EFT or BPAY payments.  I am sure we are not the only business with this issue and we shouldn't be tying up phone lines for such a simple request.
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Kerrie H

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Posted 4 months ago

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Kevin Russell, Accredited Partner

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Why don't you have a debit card?
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Kerrie H

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Thank you Kevin, but our business is not a sole trader or partnership, every transaction is processed through our business account to which is set up for two to sign.  Credit/debit cards are not required for anything else as most of our purchases are done on EOM accounts.
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John Graetz

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Hi Kerrie.  I agree that it is crazy that a company which produces Accounting software is not able to issue invoices up front like "very" other business does.  It is frustrating.  What I have done is to set up Reckon as a payee in my internet banking as the information remains constant each year.  Then, when renewal times comes, I pay the invoice and afterwards they do send through a paid Invoice.  Not the ideal way to do business but as their antiquated system has been doing this for years, there does not seem to be much hope in them changing anytime soon.  You could try and withhold payment until you receive a Tax Invoice, but the likelihood is that they will then cut off your access, leaving you in a no win situation.
John L G
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Jeanne

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Maybe pay with another card and claim the expenses
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Kerrie H

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Thank you John, yes that is a good idea, however what would happen if they changed their bank?  I have now had a response to my email request and they have emailed through the invoice and they are posting it as well, so going forward I have more confidence they are checking their emails   

And thank you for your response Jeanne, as it is not my business I do not wish to use my own cards.

My hope is that in the future Reckon will make a simple change to the control panel that will allow for us to print an invoice with their current EFT of BPAY details.
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John Graetz

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Kerrie.  What I have done a couple of times in the past is to ring them to ascertain their bank details.  However, as they haven't changed, I haven't bothered to do so in more recent times.

As to Jeanne's suggestion, in the not for profit sector in which I am involved, some staff have corporate credit cards, but for others, it is common for them to use their own card and then claim back a reimbursement - this happens with more than one of the entities that I am involved with.  But that is entirely up to you.
John L G
(Edited)
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Kevin Russell, Accredited Partner

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Kerrie maybe hosted isn't the solution for you. Seems the payment arrangements are a tad inflexible
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Kris Scott

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I agree for all these years have had to chase an invoice - and really chase and just now got a email from them asking us to log in and give them our credit card details as subscription will now be taken automatically - we do not use credit card and no way ever would I give them my credit card details - they cant get the invoices right how can we think they would get the payment correct. They will have to still invoice - in their way - as not giving out credit card details to them EVER. Such a good program but no customer service or thought, so many things they change without asking the customer - the ones who use it. 
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Kris Scott

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oh and sorry Kevin Russell - seriously because Reckon can't get their accounts to send an invoice - its not the accounting package for her - wow 
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Kevin Russell, Accredited Partner

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Kris how hard is it to set up a direct debit wow indeed
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John Scott

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What does " accredited partner " mean? From this string all I see from the accredited partner is smart and condescending comments! I believe it is a fair question, what modern business sends e mails to people asking them to enter their credit card details in this day and age.  Lets get with the 2019's please.  Reckon sends me invoices every year which I duly print out , enter in my accounting system ( Reckon ) and pay via bank transfer. I bet I dont have a little cup image beside my name nor an accredited partner status but I am from the old school and also dont have a debit or credit card on my business account.
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Kris Scott

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Kevin Russel they are not asking us to set up direct debt - they are asking for our credit card details - seriously big difference - and considering they can't invoice us pretty sure they will stuff this up to. And WOW 
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Rav, Community Manager

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Hi folks,
So we've received A LOT of feedback around this, in particular asking for exactly the changes to payments that have been outlined in the email you've received. There have been more than a fair number of cases where the person in charge of the Hosted subscription has simply forgot to make payment, the reminder email has become lost in the shuffle of the to-do list or a myriad of other reasons and as a result, the Hosted account expires. This results in a call to our Customer Service team to make payment and reactivate the subscription. If this happens on a weekend then this can be delayed further.

We're putting in place a new automatic renewal option to avoid the above situations so that you continue to have uninterrupted access to your services. As the email mentioned, we'll be in touch prior to the subscription expiring (and any payment going out) and then also afterwards to let you know its been successful.

If you don't want to add your credit card details to your Hosted account for automatic renewals, then you don't have to. You'll need to continue your regular way of manual payment as it was previously.
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Rav, Community Manager

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Hi folks,
We've received a lot of feedback to automate renewals in Reckon Accounts Hosted which is what the email you've received is in relation to. There have been more than a fair number of cases where the person in charge of the Hosted subscription has simply forgot to make payment, the reminder email has become lost in the shuffle of the to-do list or a myriad of other reasons and as a result, the Hosted account expires. This results in a call to our Customer Service team to make payment and reactivate the subscription. If this happens on a weekend then this can be delayed further.

We're putting in place a new automatic renewal option to avoid the above situations so that you continue to have uninterrupted access to your services. As the email mentioned, we'll be in touch prior to the subscription expiring (and any payment going out) and then also afterwards to let you know its been successful.

If you don't want to add your credit card details to your Hosted account for automatic renewals, then you don't have to. You'll need to continue your regular way of manual payment as it was previously.
(Edited)
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John Graetz

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Rav.  The principle behind your decision to use credit cards as a means of automatic renewal is admirable.  However, you are only catering for a specific segment of the market place - those companies/firms/individuals who actually do have a credit card which can be used.  There is also a very large segment of the market place using Hosted, who do not have a credit card facility such as the not-for-profits etc.  As things stand, there is no ability for them to share in your new payments system unless a staff member or somebody else in a management position, decides that they may have to use their own personal credit card and then obtain a reimbursement from the organisation or entity etc on whose behalf they have made the payment. As indicated above, there are those out there who don't want to be forced into such a situation.

I recognise that when Reckon transacts a renewal via a credit card, they will know immediately if such a payment is processed or rejected and would be able to take the appropriate action in the case of a rejection.  Are you not able to offer a direct debit solution, which I am sure many out there would find acceptable because they currently use such a facility for the payment of other types of expenses e.g. for utilities, phones, Superannuation etc?  I am one of those who do this on behalf of some the entities with whom I am directly associated.

My experience of being on the other end of the direct debit system is that you (Reckon) will know by the next business day if a direct debit has failed.  Therefore, by offering a direct debit system and processing say one or two business days before the renewal date (if you really have to be so precise) you will be aware before the renewal date if a transaction has been rejected, which in theory would be one day later than when you use a credit card as the payment method.  What is the likelihood?

As an alternative.  It seems that you have no problem in stopping somebody using Hosted if they haven't renewed by the due date.  Do you not have an ability, within Hosted, to issue a warning of an impending "shutdown" for say two of three days, or more, before the "cut-me-off" date as distinct from sending an email to what my by now be a non-existent email address?  I feel sure that would get somebody's attention pretty quick.
John L G
(Edited)