Remote Support Billing

[indy-pc]

I'm looking at possibly using my new ScreenConnect software to offer remote support for certain services. My biggest question is how to do the billing. Have them pay upfront or after the work is completed? Email them a PayPal invoice?

For those who offer remote support for virus removals, tuneups and the like, how do you do your billing?

 

[Xander]

I generally only do remote support for existing customers. I bill them after and haven't had an unpaid one yet.

 

[callthatgirl]

I do both, for new clients I usually get a credit card. I either send them an invoice and they pay online or I collect and authorize.

Current clients, I still might do that, but do collect after sometimes.

it's a toss up, but if you're just about to start...I recommend just figuring out a plan that's consistent and stay with it. I have had a lot of bumps in the road and I have a scattered system, but for the most part, as Xander said, no one has stiffed me (lately lol)

 

[CLC]

I always get payment after I'm done and have never had a problem, but I also live in a smaller city where people still smile and say good morning.

 

[cmonova]

Like CLC I have always taken payment afterwards. Been doing remote for years locally and nationwide and maybe one time in thousands of repairs we did not get paid.

 

[indy-pc]

Thank you all for the tips. My biggest worry, of course, is not getting paid. As a mobile tech, I have a statement in my TOS that basically says that I get to keep their stuff if they haven't paid for my services within 30 days of me completing it. I've never had to enforce that, but I wouldn't have that option with remote support.

If you all don't mind my asking, what do you use for your invoicing? I use PayPal Here to collect credit card payments and PayPal subscription buttons for the 2 "managed service" clients that I have. I wonder what the easiest (and most cost efficient) way to collect payment for remote support would be. After all, it's not worth doing if I can't get paid for my work. ;-)

 

[cyde_ePhex]

For new clients, I charge upfront (PayPal via Freshbooks)(think of a deposit or pre-auth), I let them know that this is to secure the appointment (if scheduled in advance). Never had anyone balk at paying first. Current/past clients, I bill them after.

 

[SetU2]

Strictly my opinion but I've found that I get better clients and ones that exhibit a greater deal of loyalty when I simply start from a position of trust. In fact I often prefer payment via check, especially with business clients.

As several others have stated, it rarely has cost me. I've now been in business for a total of 18 years and still have under $1,000 in accumulated bad debt. I guarantee my credit processing fees are a large multiple of that number.

 

[callthatgirl]

I use Mhelpdesk and it invoices via email and then it goes to my Paypal. Love that paypal!

you can preauthorize credit cards with their virtual terminal.

 

[TechLady]

I always get payment after I'm done and have never had a problem, but I also live in a smaller city where people still smile and say good morning.

Same here.

 

[aweston]

I'm looking at possibly using my new ScreenConnect software to offer remote support for certain services. My biggest question is how to do the billing. Have them pay upfront or after the work is completed? Email them a PayPal invoice?

For those who offer remote support for virus removals, tuneups and the like, how do you do your billing?

For per occurrence support, I collect the credit card information up front and put it through after the call is complete and email the invoice.

 

[pcerdoc]

I typically receive payment after the service.
I use Quickbooks and there is a function which allows me to send invoice and allow the user to pay online. Now what I will do is gather demographic info prior to service for new customers.

 

[RichmondTech]

Current customers generally get invoiced. New customers can click a link on my remote page to prepay a 30-minute remote session. If the session goes longer than that, they can get invoiced the balance. With ScreenConnect you can insert your guest connection page inside the remote page with your pricing and payment methods on your website to have everything all on one page. Been working well for me.