Commercial Exception Process

Step 1: Access the App

• Open the Commercial Exception Requests AppSheet

Step 2: Navigate To “Submit Request”

• From the home screen, click the +document icon, or use the three-line menu to expand the sidebar, and select Submit Exception Request.

Step 3: Choose The Request Type

Client Winback Period

• Updates Client Winback Period End Date Lead-level field. This Date represents the final day of an Account Manager’s Winback window before the Lead is reassigned to Sales. Submit this Request Type to change the Date.
• Examples:
  • AM or Sales wants to shorten the AM’s Winback Period to return a lead to Sales earlier than is standard
  • AM or Sales wants to extend the AM’s Winback Period so that AM maintains ownership of the lead longer than is standard

NOTE: For this Request Type, a Client Winback Period End Date must already exist on the Lead. This exception does not bypass the Offboarding process.

Sales Opportunity Ownership Period

• Updates Sales Ownership Period End Date Opportunity-level field. This Date represents the final day of a Salesperson’s window to win an opportunity before the opportunity is reassigned to Account Management. Submit this Request Type to change the Date.
• Examples:
  • Shorten the time Sales has for Expansions to less than the 365-day period
  • Extend Sales’s ownership period for Expansions and keep the lead after the 365-day period

NOTE: For this Request Type, the Opportunity must be Active (not Won or Lost). This exception does not bypass requesting a new opportunity if needed.

Opportunity Owner Coming Soon!

• Updates Opportunity Owner Opportunity-level field. This User maintains ownership of the opportunity. Submit this Request Type to change the User.
• Examples:
  • AM wants to own the creation of a new Linked Organization – Franchise or Corporate Owner Potential Client status lead
  • AM wants to own a new dashboard for an existing client that is not linked or merged, or was unmerged due to ownership changes

NOTE: For this Request Type, the Opportunity must be Active (not Won or Lost). This exception does not bypass requesting a new opportunity if needed.

API Fee

• Adjusts the fee applied to API bookings in the specified FareHarbor dashboard
• Examples:
  • Prevent churn by providing lower initial fees during regional roll-outs
  • Request a lowered 1% fee due to the Client hitting the > $1mil in OTA TTV threashold

NOTE: This Exception is applied to the dashboard by the end of the effective month.

Credit Card Rate

• Adjusts the Credit Card Processing Fee charged in the specified FareHarbor dashboard
• Examples:
  • A new Client has provided documentation for their past three months of Online credit card processing rate
  • NORAM: A Client’s Tier has changed and they have requested a new Credit Card rate
  • A direct competitor has offered reduced processing rates

Direct Booking Fee

• Adjusts the fee percentage for Direct Bookings
• Examples:
  • Sales wants to preemptively set up a new low-Tiered Client with Direct Booking Fees enabled
  • A Client has hit the threshold and requested to have Direct Booking Fees deactivated
  • Client has an active FareHarbor Site Contract

Online Booking Fees

• Adjusts the fee percentage for Online Bookings
• Examples:
  • A lower Online Booking Fee has been negotiated in response to higher fees elsewhere
  • The Client has entered into a contract that has locked in their Online Booking Fees

Private Events Fee

• Adjusts the fee percentage for Private Events Items
• Examples:
  • A Client is going Live with only Private Events (6% Fee regardless of Tier)
  • The Client has negotiated for an initial 0% Fee, to be increased after a number of months

Step 4: Fill In All Required Fields

Fields Required on All Request Types:

• Lead Name: Must exactly match the name in Close
• Lead ID: Exceptions are for a SINGLE (1) Lead ID (not the URL) per request
• Region: Your working region (this may differ from the company’s region)
• Requester Team: The team you are in (Sales or AM)
• Exception Reason: Varies by Request Type
• Justification: Why this change is needed

Fields Required for Sales Opportunity Ownership Period:

• Opportunity ID: The ID of the opportunity, can not be Won or Lost – Request New if needed before submitting exception.

Fields Required for All Fee Exception Request Types:

• FH Shortname: Exceptions are for a SINGLE (1) Shortname per request
• Intro Rate: The initial Rate set in the FareHarbor Dashboard (Not required)
• Intro Rate Effective From: The date the Intro Rate is effective
• Transition Rate: The middle rate in a three-part fee change structure (Not required)
• Transition Rate Effective From: The date the Transition Rate is effective
• Final Rate: The final rate enabled in the FareHarbor Dashboard (Required)
• Final Rate Effective From: The date the Final Rate is effective

Step 5: Monitor Your Request

• Track Status: Access the “My Requests” section in the AppSheet menu. You will also receive email notifications for every status change.
• “More Details Requested” Emails: If you receive this email, be sure to update your request promptly, as these are crucial to your request moving forward.
• Review Time: Requesters have up to two weeks per review stage to respond. If your request is urgent, use the #commercial-approvals workflow.

Step 6: Final Decision

Notification: You will receive an email when a final decision is reached

• Approved: For Merriam Exceptions: Relevant Close fields are updated. For Fee Exceptions: Payment Operations is notified to process the change in the dashboard.
• Denied: The decision is final and should not be resubmitted.

Step 1: New Request Notification

• An email will notify you when a request requires review. Click the link in the email to access the Exceptions AppSheet , or use the provided links.

Step 2: Access the Request

• Navigate to Active Approvals menu in AppSheet, or view requests in First Stage or Second Stage review.
• Use the on-screen arrows (or swipe on mobile) to select the request to review.
• Mobile & Tablet View: Optimized for touch navigation.
• Desktop View: Use the left sidebar for quick access.

Step 3: Review and Decide

• Verify Details: Open Close to confirm Opportunity and Lead IDs.
• Make Your Decision: Use the dropdown at the bottom to Approve or Reject. If approving with comments, add clarifying details in the “Comments” section. Second Stage Reviewers must confirm the “Approved Period End Date.”
• Request More Information: If more details are needed, set the status to Hold for more details and request additional information.

Step 4: Automatic Follow-Up

• Once a final decision is made, the requester is automatically notified.
• Upon final approval, updates in Close or dashboard are automatic.

Approvers By Request Type

Department	Region	Request Type	Min Fee	Max Fee	Approvers
Sales	APAC	Merriam First Round			Mike Middaugh
Sales	APAC	Merriam Second Round			Christine Maedche
AM	APAC	Merriam First Round			Rowena Dacanay
AM	APAC	Merriam Second Round			Christine Maedche
Sales	EMEA	Merriam First Round			Enzo Cicilliano
Sales	EMEA	Merriam Second Round			Lodewijk Van Wersch
AM	EMEA	Merriam First Round			Enzo Cicilliano
AM	EMEA	Merriam Second Round			Lodewijk Van Wersch
Sales	NORAM	Merriam First Round			Ben Goffin, Brad Cohen
Sales	NORAM	Merriam Second Round			Abby Dunne
AM	NORAM	Merriam First Round			Paige Schmitz
AM	NORAM	Merriam Second Round			Abby Dunne
Sales	APAC	API	0	2	Christine Maedche
Sales	APAC	API	1.1	2	Mike Middaugh
AM	APAC	API	0	2	Christine Maedche
Sales	EMEA	API	0	2	Lodewijk Van Wersch
Sales	EMEA	API	1.1	2	Lisa Rauch, Zeno Panhuyzen
AM	EMEA	API	0	2	Lodewijk Van Wersch
AM	EMEA	API	1.1	2	Adinda Hemi
Sales	NORAM	API	0	2	Josh Halperin, Olivia Geraghty, Paige Schmitz
Sales	NORAM	API	1.1	2	Brad Cohen, Olivia Geraghty, Paige Schmitz
AM	NORAM	API	0	2	Josh Halperin, Olivia Geraghty, Paige Schmitz
AM	NORAM	API	1.1	2	Claire Little, Olivia Geraghty, Paige Schmitz
ANY	APAC	Booking Fees			Christine Maedche
ANY	EMEA	Booking Fees			Lodewijk Van Wersch
ANY	NORAM	Booking Fees			Josh Halperin
ANY	APAC	Credit Card Rates			Christine Maedche
ANY	EMEA	Credit Card Rates			Lodewijk Van Wersch
ANY	NORAM	Credit Card Rates			Josh Halperin
ANY	NORAM	Private Event Fees			Josh Halperin