[Poppy Design]

Hi

If anyone could advise on this I would appreciate ...

I have done an ecommerce site for a client - they do not have much technical or even basic PC skills so I really had to help them out and gave them many extras such as adding in all their shop products even though I only quoted for 10 added (no thanks from them!).

After 4 months the site was finally complete apart from the payment processor - finally they decided to use Protx. They set up the account but could not provide me with the correct password needed - I told them it was incorrect but they just kept coming back to me saying it was what protx gave them and they seemed to be getting annoyed "with all the hassle".
I emailed and called them and even wrote out a simple email they could forward to Protx to explain what I needed (it was one password that was all! but it had to be correct!) but still they could not do this.

So eventually I called Protx myself explained the problem. Protx were really helpful and pointed me in the right direct.
I managed to get their account set up properly, did the test orders etc and got my correct password.

The site then went live (about 8 days ago) but I am not getting any response from my emails and have not been paid.

In my original quotation which they accepted and my written order confirmation and terms and conditions, which again they accepted, it clearly states my payment terms - 20% deposit on order and 80% balance due on completion and prior to going live.

The clients are quote old and traditional and semi-local so I did not feel the need to push for the money.

However I would have expected prompt payment as I kindly did not push the payment (more full me!).

I am now unsure what action to take - as a small business I cannot afford to lose this money (it is £1200) - especially since I have done all the hardwork!

When the site was complete apart from the payment processor set up I went to their home to give them 2 hours on site training (as part of the brief) and they were perfectly happy with the site then.
Nothing apart from the payment processing has changed since then.

Has anyone any ideas how to proceed?

I hate the thought of nasty calls etc - it's really not me! but I am starting to really dislike this client!

Thanks
Joanne

[Carbon Neutral Copy]

Wow, you really have gone over and above on this one.

You have a right to get paid, Joanne and you shouldn't feel that you are being pushy because your client hasn't kept to the terms and conditions they agreed to before you started work.

One thing I'm confused about, though - how come the site is live if your Ts and Cs say that final payment needs to be made before the site is live?

Why not give them a quick call to check they have received the final invoice and there are not any issues with it.

Good luck.

Vicky

[PremierPDS]

I'm not into webdesign so don't know if you can do this but if you set up their hosting etc can't you threaten to pull the plug on it if they don't pay. I hate unpleasantness too but sometimes you have got to be heavy handed- I'm not suggesting you do that just yet but I would certainly write them a letter and send it via recorded delivery explaining that they agreed to your terms and conditions and should therefore pay the remaining balance within X amount of days. Also make it clear that if you don't hear from them or the outstanding balance isn't received you will refer the matter on to your company solicitor.

[Poppy Design]

Originally Posted by Carbon Neutral Copy

Wow, you really have gone over and above on this one.

Hi Vicky!
Yes I guess I have a lot to say here!
I am lucky to have been in a position to have had to date pretty good clients that pay very promptly.

Originally Posted by Carbon Neutral Copy

One thing I'm confused about, though - how come the site is live if your Ts and Cs say that final payment needs to be made before the site is live?.

Normally yes I wait for full payment for putting the site live but sometimes you need a little give or take - since they are local and I have met them 3 times in person (and they seemed a bit like my mum!)

Probably the cheque will arrive tomorrow and my rant will have been for nothing! but I feel better getting my thoughts off my chest so to speak! £1200 is a lot of money to me - which is used to pay my mortgage, pay my food etc!

Joanne

[Indizine]

I would ask, what have you got to lose by taking the next stern step? Nothing really! You would hardly take another order for more work without payment in full anyway (I hope).

£1200 is a lot to do on 20/80 basis anyway, so perhaps revise this for unknown customers. And maybe they think it is also the traditonal 30 days payment too, so I would call them direct yourself, and dont ask if they received the invoice or other indirect words, just simply say "Hi, I am calling to find out what date the payment will be made this week as it is now overdue". You could, depending on the answer, also say your accounts are automated and will thus automatically start acruuing interest from the overdue date and if it's an oversight and payment arrives this week, they can avoid this.

Hey, if you want your 'accounts dept (me) to call them and do this for you, just let me know!

[Poppy Design]

Originally Posted by Indizine

£1200 is a lot to do on 20/80 basis anyway, so perhaps revise this for unknown customers.
Hey, if you want your 'accounts dept (me) to call them and do this for you, just let me know!

Hi
Thanks for the tips and your offer to phone for me! That is so cool of you but I will pick the phone up after lunch and do the deed!

What do you do for your design jobs payment wise?
To date the 20/80 has worked but would be interesting to hear what other designers do?

Thanks
Joanne

[Carbon Neutral Copy]

Originally Posted by Poppy Design

Hi Vicky!
Yes I guess I have a lot to say here!

Eek. I didn't mean it like that - I was referring to how generous you'd been with your help to this client.

Vicky

[Dotwhack]

Did you issue an invoice on completion of the job?
Did it state payment within x number of days?

You're well within your rights to chase payment - make the call and let us know what happens.

I ask for payment within 7 days of job completion. I then give my clients 4 working days 'grace' before I contact them just saying that as yet I haven't received payment and can they confirm when the payment was made. I don't do it in a nasty way and I've received payment for all my jobs with 14 working days.

[Poppy Design]

Originally Posted by Carbon Neutral Copy

Eek. I didn't mean it like that - I was referring to how generous you'd been with your help to this client.

Vicky

Oh I see - no problem Vicky!! I thought I had been v.helpful on this project - otherwise it may have been 2010 until it got finished the rate they were supplying copy!

This is pretty much the level of service all my clients get!

Joanne

[Poppy Design]

yeepee!

I just phoned and they were really nice! The payment is on it's way!

So sorry guys for the rant and your time spent - much appreciated - it is always good to share your thoughts with people that are not involved with your business or personally!

Joanne