Marmalade's Recovery Process

We understand the importance of the relationship with your customers, that's why as part of our Payment on Demand service we try to minimise contact with your customers. For details on how Marmalade communicates please refer to this article here.

As outlined in the article, Marmalade does need to contact your customers in the event that an invoice goes long overdue. This article outlines our process for managing the recovery of unpaid cashed-in invoices.

Management of invoices prior to customer contact:

1. Marmalade deems an invoice to be long overdue once 31 days have elapsed since the Due Date.
2. Marmalade will flag the invoice in the Marmalade dashboard and notify you by email prior to the invoice becoming long overdue.
3. You will be required to respond to the invoice and provide the relevant contact information of the customer if you're comfortable with.
4. If you're aware of an issue with the invoice you can notify us in the product and this will add the invoice to your Make Good Balance and no contact will be made. For more information about the Make Good Balance, refer to our article here.
5. Providing the invoice is not added to your Make Good Balance and the invoice is more than 31 days overdue, Marmalade will contact in the customer in accordance with the Recovery Process detailed below.

Marmalade's recovery process:

Marmalade's recovery process is managed by our Investigations Team and our Collections Team. The Investigations team is responsible for confirming if a long overdue invoice is in accordance with the Supplier Agreement and when payment is expected to be made. The Collections Team is responsible for obtaining payment for invoices which our Investigations Team have confirmed are due and payable.

Investigations Process:

1. Initial Phone Calls: The initial calls are to confirm that the invoice has been received/approved, details are accurate and confirm when payment can be expected. These calls are followed by an email which you are copied into.
2. Confirmation Email: Once your customer confirms these details a confirmation email will be sent to them summarising the call and confirming the date when payment is expected.
3. Invoice Issue Identified: If your customer cannot be contacted after 2 attempts or they've advised there is a problem with the invoice you will be sent an email notifying you of this and providing you with 5 business days to rectify the issue. We do require confirmation that the problem has been resolved to be sent from the customer directly to investigations@withmarmalade.com in order to prevent the invoice being added to your Make Good Balance.

Collections Process:

1. Reminder Emails: Marmalade will issue your customer with a reminder email 1 day prior to any agreed payment date.
2. Request for Payment: If payment is not received within 2 business days of the agreed payment date our team will contact your customer requesting a revised payment date.
3. Letter of Demand: If the customer fails to respond to the request for payment or fails to make payment within 2 business days of a subsequently agreed payment date a Letter of Demand will be issued.
4. Escalation to Legal: Marmalade will pass the matter on to the relevant legal partner to enforce our rights to the payment of the invoice should the Letter of Demand expire without payment.

Common questions regarding Marmalade's recovery process:

1. What if my customer goes out of business?
   No problem. If your customer has gone out of business – we accept the liability – you will not be out of pocket. However, if we have not already detected the insolvency, we will ask you to provide us with additional information.
    
2. What if I don't want you to contact my customer?
   In order to be able to offer the Payments on Demand service, Marmalade needs to be able to contact your customers. We understand the value of your customers, if you have any concerns with correspondence sent to a customer please reach out to us at support@withmarmalade.com.
    
3. Why do I have to put my customer's details in each time?
   Providing us with the correct stakeholder at your customer's business is important for us to be able to collect the money from them. If the customer is uncontactable we won't be able to accept this cash-in and will need to be repaid to Marmalade so it's important you provide the most accurate contact details you have.
    
4. What if I advise that there is another reason my customer will not pay?
   Thank you for telling us, we reward pro-active disclosure with better pricing and more invoices available for cash-in. The invoice will be added to your Make Good Balance and settled via your next cash-in. For more information about the Make Good Balance, refer to our article here.
    
5. What if I choose not to settle an outstanding amount?
   We will not allow you to go into significant or long term debt. If you do not settle an outstanding amount within 10 days, Marmalade will settle the outstanding amount from the customer payments we ordinarily process and pass on to you.