Unified Billing Program

Jessica Barum
Jessica Barum
  • Updated

On this Page:

Overview
Benefits
What will need to be setup?
When are partners invoiced and charged?
What are partners able to see on their invoices?
What is the process for churning customers and getting accounts removed from Unified Billing?
How can a partner request for a past invoice?
How can a partner update their payment method?
Why was the partner charged a few dollars more than the subscription?

Overview:

Unified Billing is used for partners paying Otter directly for the subscription fees of their customers.

Partners may, or may not, recoup the Otter subscription fees from their customers by building Otter into their own product stack offering. A few examples on when this can happen include partners that offer the Otter solution to their end customers as part of a white-label bundle solution of their own product, partners that use Otter as a middleware to provide their products (for example, virtual brand providers) or even partners that resell Otter as an add-on to their customers. 

Benefits:

  • Use capacity to drive down unit cost for your customers
  • Unlock higher levels of support with dedicated CSM
  • Predictable monthly invoices

What will need to be setup?

If ACH (Automated Clearing House)/bank account transfer:

  • Billing entity - to which invoices should be addressed to
  • Billing address - to which invoices should be addressed to 
  • Billing email - to which invoices should be send to
  • Bank account #
  • Routing #
  • Name on account

If credit card:

  • Billing entity - to which invoices should be addressed to
  • Billing address - to which invoices should be addressed to 
  • Billing email - to which invoices should be send to
  • CC Number
  • Date of Expiration
  • Name of CC Holder
  • CVV
  • Zip Code

When are partners invoiced and charged?

A plan might be charged on the first of every month, or on the day of the month that the plan was initially set up (i.e., if a partner program was created on May 3rd, the partner would get billed on the 3rd of each month following).

What are partners able to see on their invoices?

Partners are able to see the product, number of active locations on that product and the price of the products being invoiced. Unfortunately as of today, the invoice does not provide visibility into which locations are on the product.

For more information on the locations being invoiced, the Partner may contact their Otter representative for support or send an email to partnerships@tryotter.com.

What is the process for churning customers and getting accounts removed from Unified Billing?

Partners should reach out to our Customer Support via the channels below to request customers to be removed from the current unified billing program.
_________________________________________
Support Form Request

24/7 Customer support line at (704) 396-8837

How can a partner request for a past invoice?

All invoices will be monthly emailed to the partner billing email provided upon the Unified Billing Program launch. 

Nevertheless, partners are able to view their invoices in Otter Business Manager. See Managing Payments help article.

If you can't see your invoices, please contact your Otter representative for support or send an email to partnerships@tryotter.com.

How can a partner update their payment method?

Partners are able to update their payment method in Otter Business Manager. See Managing Payments help article.

If a partner experiences any issues or is not able to update their payment method via Business Manager, the partner should provide the new payment method to their Otter representative for support or send an email to partnerships@tryotter.com.

Why was the partner charged a few dollars more than the subscription?

Stripe charges a 3% processing fee on all credit card payments, which is passed on to the partner.


If you need additional help or information, you can contact support via the following:

  • Chat - Our live agents are available 24/7 to help you through your Otter device. Tap the chat button on the top right corner of the home screen.
  • Telephone or SMS/text - Call or text us anytime at 1-888-681-8837 for prompt service from our support experts.
  • Email - Fill out this form and our support team will respond via email within 24 hours.

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