Billing FAQ – Borderless360

In this Frequently Asked Questions (FAQ) section, we address common queries and provide detailed explanations about our billing system.

How do I Top-Up My Wallet and What Are the Key Differences Between Bank Transfer and Credit Card Payments?

To top up your wallet, please follow these steps:

In the app, navigate to the Billing section from the sidebar.

Under 'Payment Methods', click on Add New Payment Method.

Choose either Credit Card or Bank Transfer. (For setting up Airwallex Bank Transfer, please contact our support team.)

Differences Between Credit Card and Bank Transfer Payments:

Credit Card: Provides the convenience of automatic top-ups and auto-charging. However, a commission fee may be applicable.

Bank Transfer: Does not offer automatic top-up or auto-charging features, but is free from commission fees. To learn more about payment methods, read our article on Payment methods we accept and setting up wallets

How Can I Access My Credit Notes and Invoices?

Access your credit notes and invoices in the app by following these steps:

Navigate to the 'Billing' section and locate the 'Balance' tab.

Select 'View' next to the desired currency wallet to access your wallets across supported currencies.

In the 'Running Balance' section of the wallet, you will find a list of all top-ups, invoices, and credit notes for that specific currency. Learn more about Managing wallets and running balances

How Do I Determine Which Payments or Credit Notes Were Applied to a Specific Invoice?

To determine which payments or credit notes were applied to a specific invoice:

Go to the 'Billing' section and access the 'Running Balance' area.

Click 'View' next to your desired currency wallet.

In the 'Running Balance', a list of all top-ups, invoices, and credit notes for that currency will be displayed.

Select a 'Payment Reference' to view detailed information, including 'Running Balance lines', to track the application of payments or credit notes. Learn more about Reconciling bills and resolving disputes and link

What is the Process for Downloading a Billing Statement?

To download an Activity Billing Statement:

Navigate to the "Billing" page in the app.

In the 'Previous Activity' section, a CSV file named "Activity Statement Report" is available for each currency. Note that these documents are only available for previous months. See: Generating invoices and reports

How Can I View and Understand Charged Transactions from Previous Periods?

To view and understand charged transactions:

Access the "Previous Activity" section in the Billing category of the Borderless360 platform.

Transactions are organised by month and currency. Select a specific month for a detailed breakdown.

A PDF invoice and CSV reports with an itemised list of charges is available by selecting the invoice icon.

For any disputes or issues, contact our support team with the necessary details for investigation. Learn more about Generating invoices and reports

Can I Dispute an Invoice?

Yes, you can dispute any invoice as long as it is no older than three months. To dispute an invoice:

Identify the invoice in question and gather all relevant transaction details.

Open a ticket in the system by either opening a ticket for a particular order or manifest, or heading to the Tickets page from the sidebar. Here you can create a new ticket. For more information on Creating and managing tickets .

Provide details of your dispute, including invoice number, disputed amount, and the reason for dispute.

Allow time for our Accounts team to investigate and respond.

Note: Disputes should be raised within three months of receiving an invoice. Read more on Reconciling bills and resolving disputes

How Do I Manage Outstanding Payments and What are the Consequences of Non-Payment?

To manage outstanding payments:

Use the Running Balance feature in the Billing section of the app to determine which invoices have been paid and which haven’t. You will find an tab “Outstanding Payments” where all overdue invoices will be listed

Ensure sufficient funds are in your wallet and select “Actions”, "Retry Invoice Charge" after topping up.

Failure to clear payments within two business days may result in a temporary halt of fulfilment services. Once payment is made, services will be reactivated within one business day. Learn more about Settle failed or outstanding payments

How Are Email Notifications for Billing and Invoices Managed?

Email notification settings:

When setting up a new payment method, opt to enable email notifications for all invoices in specified currencies.

Notifications for outstanding payments or changes in fulfilment status are sent to all admin users on your account, regardless of the payment method email. Read about Email notifications for Invoices and User Account Management and Roles

When Should I Set a Threshold for Auto Top-Up Using Credit Cards?

Set a threshold to ensure your wallet has enough funds to fulfil upcoming invoices. Doing so will allow you to avoid and interruptions in shipping and fulfilment services. The threshold triggers an automatic wallet top-up when the balance reaches the set minimum amount. Read more about Auto Top-Up (Credit Card and Airwallex Only)

What is the Recommended Approach for Reconciling Invoices and Transactions?

To reconcile invoices and transactions, regularly review your transaction history in the Running Balance section and compare it with your invoices.

Navigate to the 'Billing' section.

Select 'View' next to the desired currency wallet to access your wallets across supported currencies.

In the 'Running Balance' section of the wallet, you will find a list of all top-ups, invoices, and credit notes for that specific currency.

Open a ticket in the app for any discrepancies or disputes. Regular reconciliation ensures financial transparency and accuracy. Learn more about Reconciling bills and resolving disputes

How Can I View Refunds, Bonuses, and Other Credits in My Account?

To view refunds, bonuses, and other credits:

Go to the 'Billing' section in the app.

Select 'View' next to the desired currency wallet to access your wallets across supported currencies.

In the 'Running Balance' section, you can find credit notes with a reference starting with CN. e.g CN000155

You can also filter by Activity and select either Refund, Insurance Claim, Bonus or Discount. For more information, visit our article on Managing wallets and running balances

Can You Clarify the Meaning of Debit and Credit Entries in the Billing Summary?

Understanding debit and credit entries:

Debit entries indicate an increase in expenses or a decrease in your balance, typically for service charges.

Credit entries reflect an increase in your balance, often from payments, refunds, or charge reversals.

What is the Procedure for Receiving Invoices in Different Currencies to Separate Emails?

To receive invoices in various currencies:

Set up multiple payment methods for different currencies and corresponding email addresses.

Assign a specific currency and email address per team or region for tailored invoice notifications. Read more about Payment methods we accept and setting up wallets and Email notifications for Invoices

How Are Charges for Orders, VAS, and Work Orders Processed?

Processing of charges:

Charges for Orders, VAS, and Work Orders are included in the Invoice on the Running Balance page.

Detailed invoice lines describe the charges, and for invoiced Orders, the corresponding invoice is indicated on the detailed Order page.

To view your Work Orders, select Work Orders from the sidebar.

This will lead you to an overview page with a list of all Work Orders associated with your account. Clicking on a particular Work Order will provide you with a more detailed view of all related transactions Learn more about Requesting and managing Work Orders

Where Can I Find Details of My Total Shipping, Pick Pack, and Storage Charges?

To view shipping, pick pack, and storage charges:

Access the Analytics page in the app and navigate to the Finance tab. Here, all relevant information on your billing is consolidated. Learn more about Finance analytics in our Finance Analytics

How do I Top-Up My Wallet and What Are the Key Differences Between Bank Transfer and Credit Card Payments?

To top up your wallet, please follow these steps:

In the app, navigate to the Billing section from the sidebar.

Under 'Payment Methods', click on Add New Payment Method.

Choose either Credit Card or Bank Transfer. (For setting up Airwallex Bank Transfer, please contact our support team.)

Differences Between Credit Card and Bank Transfer Payments:

Credit Card: Provides the convenience of automatic top-ups and auto-charging. However, a commission fee may be applicable.

Bank Transfer: Does not offer automatic top-up or auto-charging features, but is free from commission fees.

To learn more about payment methods, read our article on Payment methods we accept and setting up wallets

How Can I Access My Credit Notes and Invoices?

Access your credit notes and invoices in the app by following these steps:

Navigate to the 'Billing' section and locate the 'Balance' tab.

Select 'View' next to the desired currency wallet to access your wallets across supported currencies.

In the 'Running Balance' section of the wallet, you will find a list of all top-ups, invoices, and credit notes for that specific currency.

Learn more about Managing wallets and running balances

How Do I Determine Which Payments or Credit Notes Were Applied to a Specific Invoice?

To determine which payments or credit notes were applied to a specific invoice:

Go to the 'Billing' section and access the 'Running Balance' area.

Click 'View' next to your desired currency wallet.

In the 'Running Balance', a list of all top-ups, invoices, and credit notes for that currency will be displayed.

Select a 'Payment Reference' to view detailed information, including 'Running Balance lines', to track the application of payments or credit notes.

Learn more about Reconciling bills and resolving disputes and link

What is the Process for Downloading a Billing Statement?

To download an Activity Billing Statement:

Navigate to the "Billing" page in the app.

In the 'Previous Activity' section, a CSV file named "Activity Statement Report" is available for each currency. Note that these documents are only available for previous months.

See how to Generating invoices and reports

How Can I View and Understand Charged Transactions from Previous Periods?

To view and understand charged transactions:

Access the "Previous Activity" section in the Billing category of the Borderless360 platform.

Transactions are organised by month and currency. Select a specific month for a detailed breakdown.

A PDF invoice and CSV reports with an itemised list of charges is available by selecting the invoice icon.

For any disputes or issues, contact our support team with the necessary details for investigation.

Learn more about Generating invoices and reports

Can I Dispute an Invoice?

Yes, you can dispute any invoice as long as it is no older than three months. To dispute an invoice:

Identify the invoice in question and gather all relevant transaction details.

Open a ticket in the system by either opening a ticket for a particular order or manifest, or heading to the Tickets page from the sidebar. Here you can create a new ticket. For more information on opening a ticket, read the article here.

Provide details of your dispute, including invoice number, disputed amount, and the reason for dispute.

Allow time for our Accounts team to investigate and respond.

Note: Disputes should be raised within three months of receiving an invoice.

Read more on how to Reconciling bills and resolving disputes

How Do I Manage Outstanding Payments and What are the Consequences of Non-Payment?

To manage outstanding payments:

Use the Running Balance feature in the Billing section of the app to determine which invoices have been paid and which haven’t. You will find an tab “Outstanding Payments” where all overdue invoices will be listed

Ensure sufficient funds are in your wallet and select “Actions”, "Retry Invoice Charge" after topping up.

Failure to clear payments within two business days may result in a temporary halt of fulfilment services. Once payment is made, services will be reactivated within one business day.

Learn more about Settle failed or outstanding payments

How Are Email Notifications for Billing and Invoices Managed?

Email notification settings:

When setting up a new payment method, opt to enable email notifications for all invoices in specified currencies.

Notifications for outstanding payments or changes in fulfilment status are sent to all admin users on your account, regardless of the payment method email.

Read about Read about Email notifications for Invoices and User Account Management and Roles

When Should I Set a Threshold for Auto Top-Up Using Credit Cards?

Set a threshold to ensure your wallet has enough funds to fulfil upcoming invoices. Doing so will allow you to avoid and interruptions in shipping and fulfilment services.

The threshold triggers an automatic wallet top-up when the balance reaches the set minimum amount.