View Full Version : Getting Payment for Remote Support

01-20-2010, 01:31 PM
How do you guys get payment for residential remote support? Do you insist on payment up front? How do you ensure that the customer is giving you their correct details?

01-20-2010, 02:41 PM
I get their name and address before starting. Once the remote session is over I either have them pay me by credit card or paypal. I haven't had any issues yet with that method.

01-20-2010, 02:47 PM
Thanks. I was just concerned that it would be very easy for someone to give you false information.

Out of interest, how do you accept cards?

01-21-2010, 11:48 PM
This has been one of the few things that has stopped me from doing remote support but as it is now becoming almost standard for repair companies to offer this I am seriously considering it.

Have you had any trouble getting a customer to pay at all? How often has it happened if at all?


01-22-2010, 02:33 AM
Here is my take on it....

Right now, I book the appointment and then get their info, email, phone.

I send them this agreement. I will not consider the appointment booked until they fill it in and submit it. That is a confirmation of the appointment.


Then I call them at the appointment time.

After the appointment, I tally up the minutes and tell them the bill and that I will accept their credit card. I use paypal virtual for this. I pay $30 a month and a few extras, but it's worth it for me.

I haven't ever been screwed over. I kinda feel I build a relationship with them during the call, but as I grow...I do have worries.

I will be hiring a tech in the next month and with that, I will probably start doing a pre-auth on the cc when I book the appointment with new clients only, and those that don't come from a secured source (referral, connected to me, etc). Like someone off Google, whatever.

What I find just amazing, is that I will have 500 clients by the end of January and with all the repairs I do, I have almost given no refunds or been screwed over. One bad check.

01-22-2010, 01:14 PM
Thanks for the info callthatgirl!
I guess people aren't as bad as I expect them to be. I am going to be dipping my toes into this over the next couple of weeks but will definitely be keeping my eyes on the clients. :D

Larry Sabo
01-22-2010, 02:17 PM
@CallThatGirl: Just a heads up regarding your terms and conditions...
Missed/cancelled appointments will be billed one full hour if not cancelled within 24 hours.I think you meant "if cancelled within 24 hours of the appointment."

Lou Horton
01-22-2010, 02:28 PM
Does anyone require payment in advance? Right now the only time I do is if I am selling them software as part of the remote service.

If you spend a fair amount of time doing a virus removal and then a customer 2000 miles away ditches you that would not be good.

Typically when you buy a good or service online, you are paying for it before you receive it. Should remote support be any different?

01-22-2010, 04:31 PM
I require one hour up front. Most of my remote support calls don't exceed this so there is no need for another payment after the service is complete. Even if someone where to decide not to pay the remaining balance I would have at least gotten the one hour up front.

06-17-2010, 10:57 PM
Since most all my business is local I don't worry too much about getting the shaft on remote support. I do get their contact info beforehand, but I feel strange asking them to pay in advance since I have a no-fix/no-fee policy. I'd like to do more remote support than I currently do as I detest having to contend against local traffic to do onsite calls. As a consequence, 90% of my business is in-shop. Tucson has a horrible traffic problem as it lacks an inner city freeway system and is so sprawled out.


06-18-2010, 06:18 PM
Thanks. I was just concerned that it would be very easy for someone to give you false information.

Out of interest, how do you accept cards?

About 90% of my business is Word of Mouth, so up to now I have never had a Remote Support none payer. Also I just use PayPal, the customers appericate how easy it is to pay, when you send them a PayPal Payment Request.


09-06-2010, 03:58 AM
We require a card on file preauthorized before service for remote and onsite services, screwed way to many times not to from big business to grandma down the street it will happen any other way.

10-17-2010, 03:00 AM
We use paypal, I am still in machine when they pay us and help them walk through the process.

Most clients are so happy to have their computer fixed or working as the want to they have no issue paying the bill.

I also try to tell them a price up front and tell them it may be over priced but I tell them I want to be fair to them to make sure they don't get shocked on an off the wall price.

10-20-2010, 09:00 PM
If you use Crossloop they will bill your customers for 5% by credit card or paypal. Customers referred by their system is 5% plus a customer acquisition of 10%. I have not used it.

A cheaper alternative is an iPayment account. Costs 1.99% plus $.20 per transaction for credit card payments. I have this through my hosting provider.

Paypal is 2.9% plus $.30.