Account registration

I have created an account with SimplePin, but can't send an invoice to a Customer.

If you can't send an invoice, most likely your email address has not been verified and your account is not activated. To activate your account go to your email inbox, look for an email from SimplePin with the subject "SimplePin. Account activation" and click on the button "Activate account".

In the event you can't find the email in your Inbox folder, check your spam folder.

I've entered the wrong email during registration and can't change it to activate my account.

Send us a support request using our Contact Us form, we will address this issue.

My email address has been changed, but I can't change it in admin tools.

If your account has not been activated yet, send us a support request using our Contact Us form, we will address this issue.

If your account has been activated and you have customers, invoices and transactions under the account, please call us 1 800 SIMPLE00. A live agent will help to change your email address.

Customer management

What is the "Policy #" field in the Customer form?

"Policy #" represents the unique id of your customer. If you are using your own system to manage customers, please make sure the Policy # in SimplePin is the same as in your internal system. Policy # is always unique for each customer.

What is the "Customer Since" field in the Customer form?

"Customer Since" represents the date on which this particular person became your customer.

What is the difference between the Main address and Alternative billing address sections in the Customer form?

In the majority of cases, the customer has only one billing address, but if the customer's main address and billing address are different, use the Alternative billing address to differentiate the two.

Note, it is important to understand that the selected address is the address used for taxation calculation.

Invoice management

  • I've sent an invoice to a customer, but he called me back and mentioned that his address has been changed. What steps should I take to fix the invoice?

    At the moment the invoice has been sent, the customer's address locked as part of the invoice and can't be changed. If you change the address as part of customer form, it won't affect the invoice. To make changes in an invoice, the following should be done:

    1. Open Invoice
    2. Find REOPEN button in the form
    3. Adjust the customer's address.
    4. SEND invoice

  • Can I automatically bill customers every month?

    Yes, SimplePin supports reoccurring billing, but in order to do so must receive consent from the customer when he pays his first invoice. These are the steps:

    1. Send the first invoice and remind your customer to enable a pre-authorized charge during payment.
    2. After the customer pays his first invoice, you will be able to schedule multiple invoices that will be charged on the customer's card as long as the card is active.

  • Can I CANCEL invoice?

    Yes, if you sent an invoice and the customer did not pay it, you can cancel it. The customer will receive notification that the invoice was cancelled.

  • The customer claims that he/she did not receive the invoice, how can I resend it.

    1. Ask the customer to check the junk folder.
    2. Ask the customer for email address to make sure it is accurate. (If it is not, reopen invoice, change address and send the invoice again).
    3. If the address is accurate, simply resend the invoice link from either the invoice or invoice preview.

Billing customers

  • The customer would like to be reimbursed, what should I do?

    In this case open the Invoice Preview and click on the Refund button at the top of the form. Please note, your account will be charged credit card admin fees.

  • What are the credit card charges?

    SimplePin charges 2.9% + $0.30 credit card admin fee for every transaction. Depending on the volume of transactions you might be eligible for a discount.

  • What payment methods do you currently support?

    We support credit and debit cards at this moment: Visa, Master Card, American Express.

  • I want the customer to pay credit card fees, is that possible?

    Yes, this is possible. When you send an invoice, you have 3 options;

    • additional credit card admin fees, in this case, the customer pays the credit card fees to SimplePin, and SimplePin will issue a separate admin fee receipt to the customer.
    • you pay the fees to SimplePin and the customer does not see these fees on their invoice.
    • you and your customer will spit admin fees 50/50, in this case SimplePin will issue a separate admin fee receipt to the customer.

     

User management

  • What admin roles are available as part of my account setup?

    If you created your SimplePin account, you will automatically be assigned the role of the Account Owner. You can also create additional admin role settings;

    • Manager
    • Customer care
    • Accounting

     

    For a complete list of permissions refer to the permission page.

     

Languages

  • What languages does SimplePin support?

    Currently SimplePin supports English, Spanish and French. When the account is created, only one language will be available for a customer, the other languages will be disabled.

  • When I created my company account, I used English, how can I activate French and Spanish for my customers?

    Go to Settings > Company Info and enable other languages. Customers will see additional languages in the language drop-down right away.

  • My customer is French-speaking, should I do anything special when I prepare the invoice?

    You do not need to do anything special as SimplePin will prepare the invoice based on the customer's preference. If the customer activated their account in French, we will send the invoice in French, if he changes his language preference to another language, our system will see that right away.

    Nevertheless, if you are operating in Quebec, you might consider writing product descriptions and special notes to customers in both languages.

Deposits 

  • How does SimplePin deposit funds?

    At this moment we can deposit funds to you bank account using two options:
    1. by check
    2. by direct deposit to Canadian bank accounts.

    You can request deposits manually or automate the deposit process to receive funds regularly.

  • How does the deposit process work?

    When you send invoices to your customers and customers pay these invoices, we collect funds and allocate them to your SimplePin account. At the moment you request a deposit we compute all successful (and unsuccessful) transactions and calculate the total amount to be deposited. A reconciliation report will be prepared where you can see all transactions.

    In the event a customer requests a refund or the financial institution initiates a charge-back during the current reporting period, we will subtract the reported amounts from the total.

    If you request a deposit by check, our personnel will prepare a check within 24 hours and send it to you. Depending on your location it will take between 3 to 7 business days for delivery.

    If you requested a direct deposit to your bank account, we initiate the transfer instantly and within 15 minutes funds are accepted for processing. The deposit line will reflect status Pending. Within 24 hours SimplePin will receive an acknowledgment from the bank if transfer processed properly. Upon successful transfer, the deposit status will change to Settled. If the transfer was not processed properly, it will show status Error.

  • Why are you asking for the login and password to my bank account during the direct deposit setup? Is it secure?

    In order to configure a direct deposit we have to know that you are the owner of the bank account. We do not have access to your login and password and this procedure is very secure.

  • Why does it take so long to connect to my bank account during the direct deposit setup?

    When it comes to connectivity, we are relying on the bank's technology, which depends on the bank and time of the day. Therefore, there might be a delay in response. Usual response time from the server is up to 3 minutes, but in some cases we see delays up to 7 minutes.

  • How long does it take to receive a direct bank deposit?

    Depending on your bank it takes between 24 hours and 5 business days for funds to post to your account.

Taxation

  • Why is SimplePin asking to confirm if I collect taxes and tax rates?

    SimplePin has developed very convenient functionality so that you can calculate your taxes at the moment of creating the invoice. But ultimately it is your responsibility to ensure the accuracy of tax rates, as well as maintain this table every year, as rates change according to government regulations. We recommend you review these rates with your accountant.

  • I have offices in two different provinces/states. How should I configure my taxes?

    Based on your office address and customer's address we will calculate tax for you. To make sure taxes are calculated correctly, add office address in the Taxation module at /company/dashboard/taxes.