Why was my credit card charge more than my invoice amount? When payments are processed through our billing portal using a credit card, a 3% transaction fee is automatically applied. This fee is separate from your invoice total and covers the cost of credit card processing. To avoid this fee, consider paying via ACH or wire transfer — both methods have no additional processing fees. For additional documentation, contact billing@allwhere.co.
How do I avoid late fees? For any invoice questions or clarifications, reach out as soon as possible to billing@allwhere.co. Questions being addressed with the finance department will not be subject to late fees while the issue is being resolved. Any delayed payment stemming from an uncommunicated dispute is subject to a late fee.
What happens if my credit card on file is declined? You will receive an email notification as soon as a payment is declined. If the decline was due to a credit card limit or a block by the owner, please rectify the issue and let us know so we can reattempt the charge. To update your payment information or move off autopay, please fill out a new billing form and contact billing@allwhere.co.
Can late fees be waived? Late fee waiver requests are handled on a case-by-case basis. Please contact billing@allwhere.co to discuss your situation.
I'm on autopay — why did I receive an outstanding invoice? The payment method did not process successfully. The most common reasons are an expired credit card, a card over its limit, or a direct debit ACH request not approved by your finance team. Invoices are subsequently sent with an open balance.
How do I check my current credit balance? You can request a credit balance reconciliation at any time by contacting billing@allwhere.co. Please allow up to 3 business days for prepayment balances and up to 2 business days for resale credit balances.
Can I use a resale credit toward any invoice? Yes. Resale credits can be applied toward any allwhere invoice, regardless of the services on that invoice.
Can I use a prepayment toward any invoice? No. Prepayments are applied exclusively toward the services listed in the associated contract or quote.
How do I update my billing contact or email address? Please contact billing@allwhere.co and our team will update your billing contact within 1 business day.
How do I update my CC or ACH information on file? Submit a new Billing Form or contact billing@allwhere.co for assistance.
Can I get a copy of a past invoice? Yes. Invoice copies can be provided upon request within 1 business day. Please contact billing@allwhere.co. Open and paid invoice copies are also available within our billing platform, Gaviti.
How long does the credit application process take? You will receive a decision within two weeks of submitting your completed credit application to billing@allwhere.co.
How can I get allwhere's W-9? allwhere's current W-9 is available upon request. Please contact billing@allwhere.co.
How long will it take to receive my updated invoice after submitting a PO? Once the completed PO form has been submitted, our billing team will provide a revised invoice within 3 business days.
An order was invoiced before we created a PO — how do we proceed? Please pass along the relevant PO information as soon as possible through the PO form. A revised invoice will be uploaded to our billing portal within one to two business days.
My invoice was billed in CAD (Canadian dollars) — how does allwhere determine the exchange rate? Exchange rates are subject to review based on the average exchange rates.
How can I access Gaviti? You can access the Gaviti billing portal directly via the payment link included in your invoice emails, or by logging in at the Gaviti portal. If you need access assistance, please contact billing@allwhere.co.
How can I view my outstanding invoices in Gaviti? Once logged into Gaviti, your outstanding invoices will be displayed on your dashboard. You can view invoice details including amounts due, due dates, and order references directly from this view.
How can I view my closed invoices in Gaviti? Closed and paid invoices are available within the Gaviti portal under your invoice history. If you need a copy of a specific paid invoice, you can download it directly from there or contact billing@allwhere.co for assistance.
A payment was submitted, but the invoice is still showing as open in Gaviti. When will the payment be reflected? Gaviti is updated to reflect received payments on a daily basis. Once a payment has settled to an allwhere account, please allow one to two business days for the receipt to reflect. If your invoice is still showing as open after a few business days, please contact billing@allwhere.co and our team will look into it and update the status accordingly.
How can I pay in Gaviti? Gaviti supports two payment methods:
- ACH: Enter your bank account details and complete microdeposit verification. A microdeposit verification is required for each ACH transaction. There are no additional transaction fees for ACH payments.
- Credit Card: All major credit cards are accepted. Please note that a 3% processing fee is automatically applied to all credit card transactions.