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Billing Process Repository

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This course provides a comprehensive understanding of the GetFriday Billing Process, covering client invoicing, subscription plans, payment collection, billing compliance, refunds, chargebacks, plan modifications, vendor invoicing, on-account purchases, and credit management. Participants will learn how billing operations support revenue management, client satisfaction, financial compliance, and operational efficiency.

The course is designed to help employees understand the complete billing lifecycle, including monthly plan billing, task-based plans (TBP), pro-rata invoicing, payment processing, invoice holds, waivers, discounts, rollovers, vendor payments, and audit requirements. Learners will also gain knowledge of billing trace management, approval workflows, compliance controls, and documentation standards required for accurate billing operations

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1. A client on Plus 60 requests a move to Plus 40 effective immediately. What should be communicated first?
The downgrade will happen immediately 30-day notice period applies and effective date must be shared No trace is required Finance approval is not required
2. A new client is assigned a VA on May 10 under Basic 20. How should billing be calculated?
Full monthly charge No charge for first month Pro-rata charge from May 10 to May 31 Charge from next month
3. A client has not paid after the 15th of the month. What happens?
Account automatically upgraded Account placed on hold and work stops Refund issued Vendor payment stopped
4. A Team Lead requests an invoice waiver for a client. Which is mandatory before Billing can process it?
Client verbal approval Manager approval and billing trace Auditor approval Vendor approval
5. A client disputes a credit card transaction claiming it was unauthorized. What process should Billing initiate?
Refund Process Escalation Process Chargeback Process Cancellation Process
6. Which document would be strongest evidence during a chargeback investigation?
Internal notes only Invoice, payment record, usage history, and signup confirmation Assistant feedback Task screenshot only
7. A client requests a $200 paid software purchase using GetFriday's company card. What must happen first?
Purchase immediately Charge client first ( explicit client's documented approval must be there before charging) Ask assistant to pay Raise refund request
8. Who is required to approve an on-account purchase before such a high-value amount is processed?
Team Lead QA Manager TL-Manager- Elihash
9. A client wants to cancel services next month. Which process is mandatory?
Billing note only Plan change trace and 30-day notice Vendor approval
10. A vendor completed outsourced work. Before paying the vendor, Billing must verify:
Client payment receipt Assistant attendance Audit score SLA compliance
11. A client requests additional hours beyond their subscribed plan. What should occur?
Hours can be worked freely Team must be informed for additional charge processing No payment required Refund existing hours
12. Which plan allows credit rollover?
Basic Plans Pay As You Go Plus Plans only All Plans
13. A client requests a partial discount. What should Billing expect before processing?
WhatsApp approval Approved billing trace Assistant request Audit approval
14. A client invoice is kept on hold because a plan change request is pending. What must Billing maintain?
Refund tracker CAPA tracker On-hold invoice tracker Escalation tracker
15. For outsourced vendor work, who approves the vendor payment after Billing verification?
Shashi Elihash Josh Team Lead
16. A client is on Basic 20 ($220) and wants to upgrade to Plus 40. Which type of plan change is this?
Cancellation Downgrade Upgrade Refund Request
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