City Hive Support

Payments & Billing

Payments

City Hive Billing

Overview of City Hive's billing processes and explains where to find relevant information within your dashboard.

Begin on the Billing section of the dashboard, you can review your subscription information, upcoming charges, past invoices, previous charges, and account balance history. Account Owners can view pricing within your Merchant Dashboard here.

Billing Overview

City Hive collects payment from our Merchant clients through transaction-based fees, immediate charges, and invoices.

Transaction-based fees are deducted from the total order amount prior to the disbursement of funds from your sales. Transaction-based fees include credit card fees, City Hive fees, and (if applicable) insurance fees. Additional details on transaction reports are outlined here: Transaction Reports and Bank Reconciliations.

Immediate charges are charges that are charged immediately as they are incurred. These are primarily for the collection of refunds and chargebacks.

Invoices are billed once a month and include fees such as:

1. Subscription plan base price
2. Additional service fees (such as add-ons, SMS fees)
3. Delivery fees and tips for third parties
4. Refund and chargeback collection fees (that we were not able to collect through immediate charges or were less than $10)
5. Rebates for split-coupons, discounts, refunds, or any other account adjustments

Refund collections often occur when an order is edited after approval, which may require reprocessing the transaction with the customer. When a refund or chargeback occurs, City Hive refunds the customer on behalf of our merchants and then we collect these refunded or disputed amounts through immediate charges or the invoice.

When we collect for refunds or chargebacks, the refunds are deducted from the disbursements. This information can be viewed in the Payment section of your dashboard. Learn more about refunding orders or editing orders here.

City Hive invoices are generated on a monthly basis and emailed to your users that are opted into billing emails.

Payment Method

Your payment method for invoices and immediate charges is stored separately from the banking information used for disbursements. Both can be viewed and updated here.

For additional details on configuring your preferred payment method, please visit: Add or Update Payment Information.

If for payment method, you see 'DYNAMIC [NOT SET]' or ' ****oobp' that means that you need to add a payment method to process payments.

Invoices

To review your invoice details visit the invoice section of the dashboard here. Here, you can easily download PDFs or CSV versions of your invoices, export details of all of your invoices together, and issue payment.

If you have multiple branches connected to an HQ account, you can access the invoices for ALL branches by navigating to the invoice page directly in the HQ dashboard.

You can download a report of ALL invoices by clicking Bulk Actions next to the filter

From there, choose the option to Export Invoices

You can also hover over a specific invoice and Fetch Data that way via CSV form

or download a PDF version

To download invoices for a specific date, use the filter on the left-hand side and choose your preferred time or day

Once you download the report, you can pivot to review the breakdown of invoice line items by invoice. Please reference the following definitions and recommendations for the report:

Invoice Number is the Invoice ID
Invoice State indicates whether the invoice is paid, pending, or failed
Invoice Date indicates the date the invoice was generated
Billing Period indicates the billing period covered by the invoice
Payment Method indicates the payment method used on the invoice
Payment Sender Name and Payment Sender ID indicate the entity paying for the invoice - for entities with multiple subscriptions across locations, you can use this value to review by location
Item Description includes a description of the item on the invoice
Item Type identifies the type of item on the invoice
Item Amount identifies the amount charged for the item on the invoice, including any applicable sales tax - for the pivot table, you will want to use the sum of this value

Sample pivot set up below:

For any invoices marked as open, you can issue payment by clicking the "Pay Now" button next to the invoice and selecting your preferred payment method.

To issue payment for multiple invoices, follow the steps above to use the Bulk Action feature. This will result in only one charge (rather than separate charges) for multiple invoice payments.

Select the invoices that you would like to pay by checking the box
Select Bulk Actions
Select Pay Invoices

4. Review the selected invoices and payment method

5. Proceed to pay by clicking "Place Charge"

Subscription

Your subscription information is found here.

Your subscription information will outline when your subscription started, your next bill date, your monthly subscription price, and the current default payment method. You will see the default payment method on file that is used for your invoices. Additionally, you can find the details of your next invoice as it accumulates throughout the month in the "Next Charge" section of this page.

Account Balance

The account balance report can be found on the Subscription page and allows you to review all of the deliveries, refunds, and chargebacks as they are processed for your account (i.e., you can review the details prior to receiving an invoice for the period). You can also review full details of prior months.

To download the report, select the cloud next to the account balance report and input the date range that you would like to review. Our invoices run from 12AM ET on the first of the month through 12AM ET on the last day of the month (e.g., 1/1/24 12AM - 1/30/24 11:59PM).

Once you download the report, you can create a pivot table in Excel and review fees by location, item type, or invoice. For example, if you have multiple locations and want to see each charge by location and type, you would set up your pivot table as follows:

You can also use the "billed through" and "billed at" columns to help identify which balance items were billed through which of your invoices. This is helpful for reviewing multiple months at a time.

Charges

Charges represent all transactions processed on your account. For instance, if you issue refunds immediately, each refund will appear as a separate charge. Similarly, when you pay your monthly invoice, it will show up as an individual charge.

Any amounts for less than $10 will not be charged and will instead be added to your account balance and included in your next invoice. For example, if you issue a refund for $8 then that will not be immediately charged, and will instead be included in your next invoice.

If a charge fails for a refund, chargeback, or merchant product order then the amount will be added to your account balance and included in your next invoice.

If a charge fails for an invoice, you will see it reflected up to three times, as we will automatically retry your payment method up to three times. If the charge fails once, but is successful on the second attempt, you will see this reflected as one "failed" attempt and one "charged" attempt for the same item.

Orders

Past orders for physical marketing materials, such as postcards or stickers, are reflected in the Orders section of billing.

Access the following sections within the dashboard for more account-specific details related to your billing:

Transaction Reports - reports detailing your sales activity and transaction-based fees
Subscription and Invoices - subscription, invoice, and charge-related details
Payment Information - payment information for disbursements and payments

If you have any questions/concerns, please reach out to support@cityhive.net.