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Client final invoice process

PURPOSE AND SCOPE

To define the standardized procedure for generating final client invoices, cross-referencing final pricing, creating the payment link and setting the payment terms in WeTravel, and notifying the client via HubSpot.

Responsible Parties

  • Invoicing Agent / Operations Team
  • Reservations Agent (for rate confirmation)

Prerequisites

  • HubSpot Card is in the 'Create Invoice/Handbook' stage.
  • An Invoice Ticket is active in the Invoice Ticket Pipeline.
  • All trip elements and pricing have been finalized in Ezus.

DEFINITIONS

HS - Hubspot

KTB - Key Travel Builder

PROCEDURE

1. Initial Review and Pricing Confirmation

(This section begins when the HubSpot card is moved to the 'Invoice Request Received' column.)

  • Go to the client's Ezus portal. Check that the Itinerary Review Task has been completed by the Reservations Agent  (Info tab)
  • Review notes and tasks in the Ezus portal to ensure nothing is affecting the invoicing portion.
  • Review all prices to ensure that they have a 'rate confirmed' note from the Reservations Agent.
  • Pull up the Original Pricing Estimate Document and compare it to the finalized pricing in Ezus.
  • Note any differences in pricing.
  • Ensure the client was informed that the original pricing was an estimate (if applicable).
  • Ensure clients are aware (via email, found in HS) of any major pricing changes.

2. Creating and Exporting the Final Pricing Breakdown Document

  • If all looks good, go to the Documents tab and select Add a New Document.
  • Select 'Final Pricing Breakdown' from the drop down option
  • Rename the document: 'Final Pricing Breakdown - Client Name'.
  • Follow the example linked below for changes that need to be made. 
  • Export the document to PDF or Excel if doing separate pricing.

2.1. Document Modification for Variable Pricing (Conditional)

(Follow these sub-steps only IF there are different payment packages/room types.)

  • In the Excel file, unhide Column N (used to calculate qty * nts). Rename this column 'Total QTY'.
  • Update Column N with the necessary amounts. The document should automatically recalculate the total amounts.
  • For each different payment package needed (based on per-person/room type pricing):
    • Download the document as a PDF.
    • Name the PDF with the client names or room types as applicable (e.g., Final Pricing Breakdown - Solo Room or Final Pricing Breakdown - Jane Doe).
    • Save this specific PDF.

2.2. Final Document Upload

  • Go back to the Ezus Documents page and add the Excel file and the necessary PDF versions back so you have both the source and final documents.

3. Generating and Publishing the Final Invoice in WeTravel

  • Go to WeTravel.
  • Find the original deposit invoice for the corresponding trip and verify the amount that they paid in deposits.
  • Duplicate the original deposit in WeTravel and open it to edit.
  • Rename the trip title: "Client Name - Trip (Final)".
  • Go to the Packages Tab.

3.1. Single Package Scenario (Equal Payment)

(Follow this IF all clients pay the same final amount):

  • Rename the single package: "Final Invoice".
  • Fill out the financial details:
    • Subtotal: (amount in Ezus Sales Price)
    • Deposits Received: - $ (amount paid from deposit)
    • Total: (Subtract the deposits from the subtotal)
  • Calculate and input the Total Per Person: (Total divided by number of people).

3.2. Multiple Packages Scenario (Variable Payment)

(Follow this IF clients have different room types or amounts):

  • For each different payment amount/package required:
    • Create a separate package.
    • Rename the package with the client name or room type (e.g., Final Invoice - Solo Rooms, Final Invoice - John Smith).
    • Fill out the financial details for the specific package:
      • Subtotal: (amount from the corresponding Final Price Breakdown Document)
      • Deposits Received: - $ (amount of deposit paid by person/group)
      • Total: (Subtotal minus Deposits Received)
      • Input the Total Per Person amount (which is the calculated Total for that package/person).

3.3. Finalizing WeTravel

  • Set the due date for all packages to 60 days before the trip departure date.
  • Publish the invoice and copy the payment link(s).

4. Sending the Invoice and Updating HubSpot

  • Go back to the HubSpot ticket and navigate to the attached deal.
  • Send an email using the template 'Final Pricing Breakdown'.
  • The email should go to everyone who made a payment on the original deposit.
  • For single package scenario (3.1): Attach the single PDF and the single payment link.
  • For multiple package scenario (3.2): For each client/group, attach their specific PDF and their specific WeTravel payment link (corresponding to their package).
  • Send the email.
  • Move the deal to the column Invoice Sent.

5. Checking for Invoice Payments and Follow-up

  • Set a reminder to check the payment status on or near the original due date (60 days before departure).
  • Verify the payment in WeTravel.
  • If payment is received:
    • Update the HubSpot deal status (e.g., to 'Paid').
  • If payment is NOT received (Late Payment Follow-up - Phase 1):
    • Go to the HubSpot deal and create an email using the template 'late payment'.
    • Go to WeTravel.
    • Extend the invoice due date by 1 week.
    • Copy the new payment link(s) from WeTravel.
    • Send the email to the client, including the new payment link(s).
    • Set a reminder for the new due date.
  • If payment is still NOT received after the 1-week extension (Late Payment Follow-up - Phase 2):
    • Call the client to discuss the outstanding payment and payment options/next steps.
    • Document the call outcome in the HubSpot deal notes.

LINKED DOCUMENTS

Converting Quote to FPB pdf - Converting Quote to FPB.pdf