FAQs answered by our Billing Team.
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Q. Are there any fees for paying with Credit Card?
No, we do not charge fees for paying by credit card.
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Q. When does my first invoice go out?
Your first invoice will go out on the subscription start date.
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Q. How many days do I have to pay?
Payment terms are noted on your contract, and can also be found on your invoice PDF. If you would like to request a copy of either of these documents, please reach out to billing@lattice.com.
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Q. Do I need to tell anyone if I want to add users?
No. This all happens automatically! You can simply add them into Lattice, and you will receive a prorated charge at the end of the month.
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Q. When do I get charged for additional users?
Additional users are charged on the last day of the current month. For example, if you added 3 users in March, then on March 31st you will get a charge/invoice for those 3 users prorated from the day they were added. Please keep in mind that the seat count will include both active and invited users.
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Q. How does prorated growth work?
As a company adds users into Lattice beyond the original amount of contracted users, we charge for those additional users at a pro-rated rate. The users are not charged for the entire year, but only the months remaining in the billing term.
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Q. Examples of pro-rated growth for each billing cadence (quarterly, semi-annually, annually)
Annual: You add a user in the month of March (March 15th). The charge/invoice for that new user will be for the period of 3.15.19 - 12.31.19. So rather than the full $108 for 12 months, the invoice will only be $85.5 for the remaining 9.5 months. This charge/invoice will occur on March 31st since the user was added in March
Semi-Annual: You add a user in the month of March (March 15th). The charge/invoice for that new user will be for the period of 3.15.19 - 6.30.19. So rather than the full $54 for 6 months, the invoice will only be $31.5 for the remaining 3.5 months in the billing term. This charge/invoice will occur on March 31st since the user was added in March. Then on July 1st when the customer is charged for the second 6 months (7.1.19 - 12.31.19), the additional user will be grouped in with that charge. So they will pay for 101 users for the remaining 6 months.
Quarterly: You add a user in the month of February (Feb 15th). The charge/invoice for that new user will be for the period of 2.15.19 - 3.31.19. So rather than the full $27 for 3 months, the invoice will only be $13.5 for the remaining 1.5 months in the billing term. This charge/invoice will occur on February 28th, since the user was added in Feb. Then on April 1st when the customer is charged for the second quarterly payment (4.1.19 - 6.30.19), the additional user will be grouped in with that charge. So they will pay for 101 users for the 2nd quarterly payment and subsequent quarters.
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Q. What happens if I grow and then reduce my seat count? Do we refund?
When you add users in Lattice, we increase your max seat count. For example, if you go from 100 to 101 users, your new seat minimum/count is 101. If you remove a user and go back down to 100, we do not refund you for that seat. Your seat count will remain at 101. However, you now have that seat to grow into. If you now add a user to get back up to 101 seats, we will not charge you for that seat as you already purchased it.
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Q. Can I see my invoices/receipts or past payments in my Lattice account?
This information is not currently available in Lattice. If you would like copies of past invoices or a billing statement, please reach out to billing@lattice.com and they can provide these for you!
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Q. Do we invoice by location? Send invoices to different office locations?
No. Invoices are for all of the users and cannot be broken up.
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Q. How do I change to who my invoices are sent to?
Please reach out to billing@lattice.com
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Q. How can I confirm my banking/billing details?
Please reach out to billing@lattice.com.
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Q. If my account is set for auto-pay, when will my card be charged?
Your card will be automatically charged on the invoice due date.
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Q: How long does a refund take?
This will take 5-10 business days
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Q: Can I change the billing contact or billing information in Lattice?
No, please reach out to billing@lattice.com for any billing changes.
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Q: We would like to connect on Bill.com, where should we send the invitation?
Please send the invitation to billing@lattice.com or connect with our Payment Network ID 0119352693317097
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Do we have a Ariba ID (ASN)?
Yes! It's AN01524649662.