Annual Subscription Invoice & Payment for Reckon One

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  • Question
  • Updated 1 year ago
  • Answered
  • (Edited)
Hi - I represent a small not-for-profit organisation which has been using Reckon One for around 18 months. Last year we were invoiced for 12 months subscription and paid upfront. We are now being told that this is not possible due to a change in  Reckon's internal software. I am copying below the exchange of emails  (with contact data omitted).


We are looking for a solution from Reckon.



Thanks all



Martin

_______________________________________________________________________________


Hi

 

I am frankly amazed at the lack of customerfocus from your team.

 

Please do not push the issue back to me. Itis an issue that Reckon needs to address.

 

Perhaps rather than suggesting that I “pop a comment on the Reckon Community page and see ifit prompts a response from upstairs”, you wouldtake this issue “upstairs”.

 

I understand that the Stripe payment systemfully allows for varying payment plans, including various time periods, butyour implementation might not have included this. Reckon needs to find asolution.

 

Regards

 

Martin

 

From: 
Sent: Tuesday, 26 September 2017 11:34 AM
To:
Subject: FW: Reckon One Subscription payment

 

Good MorningMartin,

 

As per ourdiscussion last week we no longer have the ability to process annual payments.

 

A remaining optionfor you other than utilising a personal debit or credit card would be to attendyour local Post Office and acquire a pre-paid visa card and use these detailsto maintain your Reckon One account.

 

I would like to beable to assist you to process an annual payment but we simply currently don’thave the ability to process manual payments in Reckon One.

 

I agree with you onthis one but there is nothing my colleagues or I can do about this at themeantime.

 

You could alwayspop a comment on the ReckonCommunity page and see if it prompts a response from upstairs.

 

Kindest Regards,

 



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From: 
Sent: Tuesday, 26 September 2017 11:17 AM
To: 
Subject: FW: Reckon One Subscription payment

 

 

 

From:
Sent: Tuesday, 26 September 2017 11:14 AM
To: 
Subject: RE: Reckon One Subscription payment

 

Hi 

We received no notification ofany change. We do not understand why your payment system would prevent us beinginvoiced and paying 12 months in advance. A manually prepared GST invoice willsuffice.

 

As Reckon is a supplier ofbusiness accounts systems, we find this remarkable.

 

Please escalate & expediteas necessary.

 

Regards

 

Martin Gold

 

From:
Sent: Tuesday, 26 September 2017 9:52 AM
To:
Subject: RE: Reckon One Subscription payment

 

Good morning Martin,

 

As of the 24th of May we transitioned to a new paymentsystem called Stripe. Unfortunately due to this change we are no longer able toaccommodate 12 month upfront payments for Reckon One.

 

Currently we only accept month by month payment via creditcard or debit card.

 

Warm Regards

 



Cloud Solutions Consultant

 

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Level 12, 65 Berry Street, North Sydney, NSW 2060
T 02 9577 5000 | D 02 9577 5696

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This e-mail andall attachments ("e-mail") is private and confidential. If youreceive the e-mail in error, let us know by reply e-mail, delete it from yoursystem and destroy all copies. The e-mail is the property and confidentialinformation of Reckon Limited or one of its related companies. Reckon Limiteddoes not warrant that the information in the e-mail is error or omission free.This e-mail is not a quotation or proposal and no contractual obligations shallarise.

 

 

 

 

 

 

 

From:
Sent: Tuesday, 26 September 2017 9:57 AM
To: ReckonOne <one@reckon.com>
Cc: Online Sales <onlinesales@reckon.com>;Customer Service <customerservice@reckon.com>
Subject: RE: Reckon One Subscription payment

 

Hi

 

I refer to my email below. We donot appear to have received any response to this issue.

 

Please email an invoice fortwelve months subscription, which will be paid by EFT (or BPAY if you prefer),with payment details, and credit my personal credit card the single monthssubscription paid as requested.

 

Regards

 

Martin Gold

 

 

 

From:
Sent: Wednesday, 20 September 2017 11:21 AM
To: 'reckonone@reckon.com'
Subject: Reckon One Subscription payment
Importance: High

 

Hi

 

I represent **************************************. Wehave had a subscription for Reckon One for over twelve months. Initiallymonthly payments were made on my personal credit card, and I was subsequentlyreimbursed by our not-for-profit organisation. In August last year we arrangedto pay 12 months in advance by EFT.

 

I have now noticed that a month subscription has beendebited to my credit card, rather than us being invoiced for a further twelvemonth period.

 

I have spoken by telephone to a gentleman in your officethis morning, and was told that you had changed your billing system and thatthe option to pay twelve months in advance was not possible. We were notadvised of this change and do not accept that we cannot EFT twelve monthssubscription in advance. After a brief discussion your staff member ended thecall abruptly, offering us no solution other than to email him. However hestated that this would make no difference to the outcome.

 

We do not accept this.

 

Please email an invoice for twelve months subscription,which will be paid by EFT (or BPAY if you prefer), with payment details, andcredit my personal credit card the single months subscription paid.

 

Regards

 

Martin Gold







~ 26/9 MODERATOR EDIT: Removed contact details as requested
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Martin

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Posted 1 year ago

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Robyn Kelly, Accredited Partner

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Hi Martin

Give me a call, I may be able to help - I'm a Reckon Accredited Partner and run my own book-keeping business.

Regards

Robyn Kelly

0438364021

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Rav, Community Manager

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Hi Martin,

I've been in touch with the Reckon One team on your behalf and unfortunately the option to make an annual payment is unavailable at this stage.
There have been some significant changes to the way Reckon One is managed including backend processes such as payments since the introduction of the Reckon Portal. That's not to say this situation won't change in the future as I'm sure it will. 

I'd recommend taking a look at at the solution the team advised in their email communication or possibly take up our Accredited Partner, Robyn's kind offer above.

Sincere apologies for any inconvenience caused. 
(Edited)

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