One of the ways you can increase your eligibility and reduce your cash-in fees over time is to ensure your customers are paying their invoices via Marmalade. This also creates a better experience for your customers as we can process their payments quickly and easily (and reduce your admin time!).
Ensure customers pay into your Marmalade Account:
When you begin using Marmalade, it's important to let your customers know that payments will now be processed through Marmalade. Be sure to advise them to update your banking details to ensure payments are directed to your Marmalade account.
We recommend sending an email (we've provided a template as a guide below) with the updated details. It's also a good idea to follow-up with a quick phone call to confirm they've updated the details in their payment system. Some customers may require additional information (like a bank statement from us), which would have been provided to you at the time of Onboarding. If you need an updated copy, please reach out to support@withmarmalade.com
Hi (Your Customer Name),
[Your business name] has recently updated our bank account details using our new payments partner, Marmalade, to process all of our invoice payments. We kindly request that if paying by bank transfer, you update your records to reflect the new account details below.
Please remember to use the invoice number as your payment reference when processing your payment. This will allow Marmalade to process your payment quickly and more accurately.
· Account Name - [Your business name]
· BSB - 802919
· Account Number - [Your account number]
Always refer to the invoice for bank details. For security reasons, Marmalade will never ask you to change bank details once you have successfully transitioned to the account information provided on the invoice. Please also ensure you only pay invoices that come directly from us or Marmalade's email address.
Just to let you know, you will receive a communication from Marmalade in the coming weeks.
Please feel free to reach out to us directly if you have any questions or concerns.
Kind Regards,
[Your business name]
The first time you issue an invoice to a customer with the Marmalade branding theme, we will send them an email advising them to refer to their invoice for the updated payment details. We will also send them an email if they pay you directly, instead of Marmalade, as a gentle reminder to update their payment details for your invoices.
Reporting a payment for cashed-in invoice(s) made to you directly (Pay-Direct):
Report the issue on your dashboard, by selecting the appropriate invoice(s) in the 'Invoices tab' and selecting the option in the side menu to report the pay direct
- Alternatively, you can let us know by contacting us at support@withmarmalade.com
Repaying funds to Marmalade:
To repay funds to Marmalade, you can either remit them back to Marmalade directly using the bank details in the "Settings" area of your dashboard, under the "Banking" tab
Alternatively, you can settle these on your next cash-in using the Marmalade balance.
It's important to follow up with these customers and request that they update payment details for future invoices. Payment into the Marmalde account will also ensure their invoices in the future are assessed for cash-in.