On the last day of the month SP Management will generate a report of bookings that did not originate online or have incorrect vouchers. The affiliate and invoice price should be removed where necessary.

At the beginning of each month, the Strategic Partnerships team starts the FHDN invoicing process so commissions can be debited from the providers and affiliates can be credited. This process is managed in a master Google sheet.

• The Strategic Partnership (SP) Team will generate the invoice data from the dashboard with all bookings that took place in the previous month. This process will be completed on the first working day of the month.

• Process to update the FHDN Invoice Master Sheet

  1. The FHDN Monthly Report is downloaded from Dashboard, select CrossTab (CSV).
     • How to generate the bookings on the dashboard from the previous month:
       • Log in to the admin Dashboard.
       • Navigate to Reports > Admin Reports > FHDN Invoices.
       • Select the desired start and end dates of the invoicing cycle. (Note: this feature can generate information for up to one whole calendar month at a time.)
       • Click the Generate invoice data button.
       • Once the data has been generated, a Download CSV button will appear. Click the Download CSV button to download a spreadsheet of the data results.
  2. Open the FHDN Invoice Master Sheet, add a new tab and change the tab name to the previous month, as we are invoicing based on activity date in the month prior.
  3. Import CSV file in the new tab created in the master sheet. Note the following:
     • Import location: Replace current sheet
     • Separator type: Detect automatically
  4. Columns that need to be updated and checked:’
     • Column T: Change label to Calculated 15% of Subtotal Paid (FX) – insert formula =index(Fx!$D$197:$D$223,match($K2,Fx!$C$197:$C$223,0))*S2 – Copy formula and drag down formula to populate all rows.
     • Column U: Change label to Do the Payable/Paid and 20% Calc match? – insert formula – =EXACT($Q2,$R2) – Copy formula and drag down formula to populate all rows.
     • Column V: Change label to Reason for Variance – A drop of multiple reasons for the SP Team to use regarding why the booking does not match.
     • Column W: Change label to Currency Match – insert formula – =M2=L2 – Copy formula and drag down formula to populate all rows.
     • Column X: Change label to Link to Create Invoice – insert formula – =CONCATENATE("https://fareharbor.com/",$B2,"/dashboard/reports/invoices/create/") – Copy formula and drag down formula to populate all rows.
     • Column Y: Change label to Claim
     • Column Z: Change label to Link to Invoice (Manual input from the SP Team)
     • Column AA: Change label to Link to Refunds & Bank Debits – insert formula – =CONCATENATE("https://fareharbor.com/",$B2,"/dashboard/settings/payments/refund-reserve/") – Copy formula and drag down formula to populate all rows.
     • Column AB: Column AD: Change label to Ripped Link
     • Column AC: Change label to Link to Adjustment Page – insert formula – =CONCATENATE("https://fareharbor.com/",$D2,"/dashboard/reports/transactions/") – Copy formula and drag down formula to populate all rows.
     • Column AD: Column AD: Change label to Processed Adjustment Link

• Note: Always use the previous month spreadsheet as a guide to ensure formulas are correct.

The SP team needs to create invoices in the Dashboard for clients who have received bookings the month prior.

Some bookings will have the correct invoice prices and can be generated right away. Other bookings (example: payable and 20% cal provides a false) will not have have the correct invoice price and will need to be troubleshooted.

• In Column U (Do the Payable/Paid and 20% Calc match?) the value is “TRUE” or “FALSE”
• If the value in Column U is “TRUE” for all bookings for an individual provider, the Strategic Partnerships Team can create the invoice. Note: Always ensure that you check if all bookings are included.
• If the value in Column U is “FALSE”, then Strategic Partnerships needs to investigate and potentially correct/adjust the booking so that the correct commission will be applied. A reason to be selected in Column V, if Column U is False.

Once all of the values in Column U read as “TRUE”, invoices are generated in the FareHarbor Dashboards of the client companies that received bookings.

Process to create invoices:

• Click on the link in column Z (Link to Create Invoice) and click on the FareHarbor Distribution Network Affiliate.
• Verify that the total amount that will be invoiced matches the amount in the Google Sheet. Generate the Invoice.
• Paste the Invoice link in Column Z (Link to Invoice)

Complete this process until all client companies have an invoice generated, and Column Z is completely filled in.

Once all invoices are generated, the SP Team will then perform an audit check to ensure the invoices created are correct.

Notify the Accounting Team that this step has been completed in the #sp_invoicing_payments slack channel using the workflow.

Once all of the client Dashboard invoices have been created, the Accounting Team (Owner: Financial Operations Specialists) begins debiting accounts. This means the Accounting team member is going into the client Dashboard and initiating a Bank Debit from the client Dashboard’s “to be paid out” fund, refund reserve, or bank account.

• This must be completed by the 6th business day of the month.
• Bank debits can be seen in the Bank Debits & Transfers section of the Payouts section of Reports in a client Dashboard, i.e., https://fareharbor.com/shortname/dashboard/reports/accounts/

In order to process these debits, a monthly “Process doc” is created by duplicating the previous months and clearing the data. Column B (provider shortname) and Z (Link to invoice) from the current month's invoicing doc are pasted into the debit tab on the doc and duplicates are removed. Once errors like invoice links being incorrect are resolved, the Financial Operations Team is able to begin processing the debits. For the credits tab in the process doc, column B (voucher) and column AC (Link to adjustments) are pasted into the doc and duplicates are removed.

If the bank debit fails, the payments team will receive a notification from Stripe and will investigate the reasons for the failed debit and reach out to the client if applicable. They will notify the accounting team and they will reattempt to debit the clients account the following month. The accounting team will keep track of failed debits.

Invoices:

• Provider and Affiliate: Invoices are generated on the dashboard and linked to each provider and/or affiliates dashboard.

Process for generating FHDN Tax Invoice

In line with the bank debit process, and once the FH Distribution Network – Master Sheet has been checked, SP team will begin the process to update the Distribution Network Automation spreadsheet, in collaboration with Business Intelligence.

1. Make a new spreadsheet: File – Make a copy – Rename the spreadsheet with the previous month.
2. Automation Notes: Update the cell B3 with the previous month. All other rows will update automatically.
3. Import from FHDN Invoices: Each column has a formula and would need to be updated manually. Update row 2 in each column to the previous month. The information from the FH Distribution Network – Invoices sheet will populate this tab.
4. Provider Pivot and Affiliate Pivot: The pivot will summarize the data from the Import from FHDN Invoices tab.
5. Company Lookup: Request Business Intelligence to run a script to update this tab with the most recent data.
   • Includes all new affiliates that went live, with the most recent information, such as Stripe account number
6. Stripe Lookup: Request Business Intelligence to run a script to update this tab with the most recent data.

7. Provider and Affiliate Final: The provider and affiliate files will update with information from relevant pivots. Information that needs to be checked and updated (Important: remove all filters):

   • Invoice ID: Use the next number in the sequence from the previous month and drag down to create a new ID.
   • Tax ID: Check which provider/affiliate is missing a Tax ID. Go to the dashboard, click on settings -Info and Policies to confirm this information. If the Tax ID is available, add to the Tax ID tab with the shortname.*

Note: All EUR affiliates and providers should have a Tax ID, if this information is missing, it is imperative that we reach out to obtain the Tax ID. For all affiliates and providers in Australia and New Zealand, if Tax ID (GST) is not available – please note they will be charged Tax.

• Email: Filter to blank email. If there are emails missing, copy shortnames and add to the “Email – Manual tab”.
  • Email – Manual: Missing email addresses can be retrieved from Close or by slacking the Strategic Partnership Team. Once the new email is added, this will update the email column in Provider Final.
• Stripe Information: Check which provider or affiliate are missing an address. If there are missing addresses, copy the short name and Stripe Account ID. Add this information to the Stripe Tab.
  • If Stripe information is missing, add missing information to the Affiliate/Provider Information spreadsheet and tag the relevant SP Manager to remind the provider or affiliate to log onto their Dashboard to accept the terms and conditions found in the Bank & Payments section. This would need to be completed within the first 10 working days to get paid on time.

8. Final Step: SP Ops to complete the following steps to upload the FHDN Tax Invoice on the Dashboard:

   a. Provider and Affiliate Final: Download the Provider Final data in CSV format from the Distribution Network . Open a new google sheet and import data on the first tab. In column P add invoice month (example: April will be 4) and in column Q add invoice year (example: 2024). Once completed download each file in CSV format. Open your downloads folder, open each download in textedit.app.

   b. TextEdit will automatically present spreadsheet data in the necessary format: separated by commas with no spaces between data entries.

   

   c. Copy the data from TextEdit, including the column headers.

   d. Navigate to Create invoices and paste the copied data into the text field.

   To generate invoices via the Dashboard, the CSV data entries must be separated by commas and cannot include spaces between entries. Each row of invoice data should be included as a separate line in the text field.

For example, formatted provider headings would look like:

Provider Company Name,Provider Shortname,Amount Due,Email,Invoice ID,Stripe Account ID,Company ID,Currency,Address 1,Address 2,City,State,Postal Code,Country,Tax ID

Formatted affiliate headings would look like:

Affiliate Company Name,Shortname,Amount Due,Email,Invoice ID,Stripe Account ID,Company ID,Processor Currency,address_1,address_2,city,state,postal_code,country,tax ID

e. Click the Generate invoices button. A notification will appear, confirming that the CSV data has been uploaded successfully.

If a Provider or Affiliate generated and received a booking the previous month, they will be able to find their VAT Invoice for the FHDN services provided on the dashboard.

They can access this information in the Reports section of the dashboard.

The Accounting team will complete adjustments of commission to the Affiliate Dashboards of Affiliates that generated bookings for FHDN client Companies.

• This must be completed by the 10th business day of the month
• The Self-Billing Tax Invoice for FHDN Affiliate services is attached to this payout

Common issues that result in a ‘False’ booking and how to correct them.

Issue: Rounding errors – ie. invoice total for a booking is off by $0.01

• Solution: In the spreadsheet, adjust the value in column R (20% of Subtotal) to match column Q (Payable to Affiliate).

Issue: Add-ons and gratuity, which are non-commissionable, are included in the subtotal which results in column Q being less than column R

• Solution: Open the booking, check the box for “Show invoice prices” and review the customer type custom fields and Whole-booking fields. Gratuity should never be commissionable, and some add-ons will have their commission set to 0 as well. If this accounts for the discrepancy, update column R to match column Q.

Issue: A dashboard user has changed the invoice sheet for the FHDN affiliate

• Solution: Go to the affiliates section of the dashboard and check the invoice sheet assigned to the FHDN. If it is not Referral – FHDN (20%) click Edit and switch the invoice sheet back to the FHDN specific sheet. You will then need to fix the invoice amounts on the affected bookings.

Issue: European participants bookings are marked as ‘False’ in the Distribution Network – Invoices doc

• Solution: The ‘commission affects tax’ setting will cause bookings paid in non-USD currencies to incorrectly be marked as False. Open the bookings and confirm that the invoice amount is 20% of the total (including tax) for the booking. Then update column R to match column Q.

Issue: Column R is $0 and column Q contains a value

• Solution: This is generally a result of a refunded booking that has not been completely canceled. Open the booking and check the activity log to see if the booking has been refunded. If so, update column R to $0

Issue: Client set the invoice total to a new value (you will see this in the activity log at the bottom of the booking)

• Solution: Click the pencil next to the dollar amount the FHDN should make and uncheck ‘Set this booking’s invoice price to a fixed amount’

Issue: Client changed the invoice sheet for the FHDN.

• Solution: Open FH Dashboard > Go to Settings > Affiliates > and click “Edit” next to the FHDN. Re-assign ‘Referral – 20% (FHDN)’ as the invoice total and click “Save”. You will need to reopen the problem booking and reprice the booking to update the invoice amount.

Issue: The original FHDN booking has been rebooked & modified.

• Solution: Most likely scenario is to honor the original booking prices.

Issue: Booking is nowhere to be found.

• Solution: Most likely scenario is that the booking was canceled & refunded.

Issue: Invoice amount is incorrect due to deposit feature.

• Solution: Make sure the invoice amount is based on the full total, rather than the deposit total.

Issue: The end customer disputed the booking.

• Solution: Remove FHDN from the invoice.

High-level overview and concluding thoughts

Issue: What if the booking does not appear on the FH Distribution Network google sheet?

• Solution: If there are bookings that you find while doing the invoicing process that were not in the google sheet, you must add them to the google sheet. Every booking that is commissioned must be in the master google sheet.

Issue: What if a booking was rebooked or for some reason the subtotal in the google sheet does not match the subtotal of the booking?

• Solution: Update the subtotal in the google sheet based on what was actually paid. Then make sure the invoice and 20% column are accurate.

Issue: Reasons why information can be missing, such as email addresses, stripe account details

1. The short name in the FH Distribution Network Invoice – 2023 is incorrectly spelled. The shortname should be corrected.
2. The affiliate has not completed their Payment Setup Checklist on the Dashboard.
3. The affiliate has not entered their Tax ID under the Dashboard’s settings (only applicable for EUR Dashboard)

Issue: Process for Affiliates that do not have Stripe verification completed or we are missing their Tax ID

Solution: These companies will be added to the tabs in the monthly doc “Stripe Missing” and “Tax IDs”. If completed before the 10th business day they will get paid out on time. If not, they will get paid the following pay period (next month).

Please follow the these steps for Tax ID:

1. SP Operations (SP Ops) Team prepares the Distribution Network Automation report and finds which Affiliate/Provider are missing relevant information.
2. SP Ops requests the SP Managers to reach out to the Affiliate/Provider to provide the the Tax ID.
3. Once the Tax ID is provided by Affiliate/Provider, SP Manager to update the dashboard.

Please follow these steps to make sure these companies get paid:

1. SP Operations (SP Ops) Team prepares the Distribution Network Automation report and finds which Affiliate/Provider that are based in EUR and APAC, which do not have the stripe verification completed on the dashboard.
2. For any affiliate or provider that has not completed the Stripe Verification, an FHDN Tax Invoice will be generated and saved on the dashboard. The missing billing address information will include “Not Available”. Accounting will also create an adjustment and include this in the Payout section, till the verification is completed.
3. SP Ops requests the SP Managers to reach out to the Affiliate/Provider to complete the Stripe Verification, to ensure that they can receive payment.
4. SP Manager to follow up regularly to ensure the verification is completed and once the verification is completed, SP Manager to notify accounting on the #sp_invoicing_payments channel when an affiliate or provider has completed the verification.

At the beginning of each month, the Strategic Partnerships team starts the FHDN API invoicing process so commissions can be paid. This process is managed in a master Google Sheet.

• The Strategic Partnership (SP) Team will use the FHDN API Invoicing Report to generate a report with all activities that took place in the previous month. If the report does not reflect the previous months bookings, SP will request a team member from the Business Intelligence (BI) team to refresh the report in the #sp_invoicing_payments slack channel.

• Process to update the FHDN API Invoicing Sheet.

  1. The FHDN API invoicing report is downloaded from Tableau, select CrossTab (CSV).

  2. Open the FHDN API Invoicing Sheet, add a new tab and change the tab name to the previous month, as we are invoicing based on activity date in the month prior.

  3. Import CSV file in the new tab created in the master sheet. Note the following:

     • Import location: Replace current sheet
     • Separator type: Detect automatically

  4. Add the following columns:

     • Column U: Recheck Calculations – This is based on the Affiliate Currency.
       • USD: Subtotal x 0.75 + Total Tax = Invoice Total
       • All other currencies (i.e. GBP/EUR): Total x 0.75 = Invoice Total
     • Column V: Match (Tableau amount vs Column U)
       • =T3=U3
     • Column W: Is the invoice amount correct?
       • =R2=T2
     • Column X: Link to create invoice
       • =concatenate(“https://fareharbor.com/”,$B2,”/dashboard/reports/invoices/create/”)
     • Column Y: Invoice
       • This invoice is created from the dashboard, which will be completed in Phase 2.

The SP team (API) needs to create invoices in the Dashboard for clients who have received bookings the month prior.

Some bookings will have the correct invoice prices and can be generated right away. Other bookings may not have the correct invoice price and will need to be troubleshooted.

• In Column W (Is the invoice amount correct??) the value is “TRUE” or “FALSE”
• If the value in Column W is “TRUE” for all bookings for an individual provider, the Strategic Partnerships Team can create the invoice.
• If the value in Column W is “FALSE”, then Strategic Partnerships needs to investigate and potentially correct/adjust the booking so that the correct commission will be applied. Once all of the values in Column W read as “TRUE”, invoices are generated in the FareHarbor Dashboards of the client companies that received bookings.

Process to create invoices:

• Click on the link in column X (Link to Create Invoice) and click on the FareHarbor Distribution Network Affiliate.
• Verify that the total amount that will be invoiced matches the amount in the Google Sheet. Generate the Invoice.
• Paste the Invoice link in Column Y (Link to Invoice)

Complete this process until all client companies have an invoice generated, and Column Y is completely filled in.

Notify the Accounting Team that this step has been completed in the #sp_invoicing_payments slack channel using the workflow.

Once all of the client Dashboard invoices have been created, the Accounting Team (Owner: Financial Operations Specialists) begins the process to credit the Clients account.

• This must be completed by the 6th business day of the month.
• Bank debits can be seen in the Bank Debits & Transfers section of the Payouts section of Reports in a client Dashboard, i.e., https://fareharbor.com/shortname/dashboard/reports/accounts/

Invoices:

• Provider: Receives an invoice from FH with a summary of the total amount they were owed from FHDN API. This invoice is sent via email.
• Affiliate: Receives a Self-Billing Invoice of the commission the affiliate retains. They also receive a Request for Payment (RFP), which is the net amount due to FH and any taxes collected that need to be passed on to the Provider. The Self-Billing Invoice and RFP amounts combined add up to the total booking amount for all bookings the Affiliate delivered.

In line with the bank debit process, and once the FHDN API Invoicing Report has been checked, SP team will begin the process to update the Distribution Network Automation spreadsheet, in collaboration with Business Intelligence and Accounting.

1. Make a new spreadsheet: File – Make a copy – Rename the spreadsheet with the previous month.
2. Automation Notes: Update the cell B3 with the previous month. All rows in this tab will update with the previous month.
3. Import from FHDN API Invoices: Each column has a formula and will need to be updated with the data Accounting has updated in the FHDN API Invoicing Report master sheet.
4. Provider Pivot and Affiliate Pivot: These tabs will reflect the latest data once the Import from FHDN API Invoices tab was updated with the most recent information.
5. Company Lookup: Request Business Intelligence to run a script to update this tab with the most recent data.
   • Includes all new affiliates that went live, with the most recent information, such as Stripe account number.
6. Stripe Lookup: Request Business Intelligence to run a script to update this tab with the most recent data
7. FHDN API – Provider: The provider file will update with information from Provider Pivot. Information that needs to be checked and updated:
   • Invoice ID: Use the next number in the sequence from the month before and the drag down to create a new invoice ID.
8. FHDN API – Affiliate: The provider file will update with information from Affiliate Pivot. Information that needs to be checked and updated:
   • Invoice ID: Use the next number in the sequence from the FHDN API – Provider tab and the drag down to create a new invoice ID. NB: Ensure the invoice numbers match the FH Invoice Invoice Tracking sheet.
9. Once all fields and tabs have been completed:
   • Accounting to review the google sheet to ensure no missing or incorrect information related to the invoices.
   • BI to review all tabs to ensure sufficient information is provided to run the invoices.
   • BI to email the providers and affiliates all invoices and post #sp_invoicing_payments slack channel that this process is completed.

Affiliate Invoices:

• Self-Billing Invoice of the commission the affiliate retains, this will be created by BI and saved on the drive, which will be emailed by the SP Manager.
• RFP Invoice will be generated by the Accounting Team and will be emailed by SP Manager.

Provider Invoices:

• Provider invoice will be generated and emailed to the email address on record by BI.

Issue: FHDN API Errors

When SP discovers an error, columns A through X are copied (with the errors) into the FHDN API Invoices Errors sheet. Reason for the error is selected in column Y. The error is then corrected in the original report.

The FHDN API Invoices Errors report will be used to track top errors and develop product solutions to reduce errors.

Issue: Rounding Errors in Invoice Amounts

In some cases, the invoice amount for a booking may show a discrepancy of up to $0.05 due to rounding errors. Solution:

• To correct these discrepancies in the FHDN API Invoices Errors sheet.
  • Locate Column S (Receivable from Affiliate) and Column U (Calculated Invoice Amount).
  • If the difference between the two values is $0.05 or less, adjust the value in Column S to match the value in Column U.