Order Processing Delay or Suspension
This document explains ACD's policy related to Order Processing Delay or Suspension.
ACD may delay or suspend order processing for the following reasons:
- Non-payment or untimely payment of ACD's Invoices.
- The underlying end-user customer, has other unpaid bills or unresolved disputes with ACD, regardless of whether the order has been processed by an existing or new agent for the end-user customer.
- The order does not have complete documentation associated with the order.
In these scenarios, ACD service processing delays, due the below reasons, are not covered by ACD's time commitment to complete orders.
Non-Payment or Untimely Payment
The term of payment is 20 days on our bills. While we understand that unique circumstances may exist for customer occasionally, ACD's business is to provide telecommunications services, not to provide financing activities for customers. Therefore we need timely payment on bills.
- Unpaid bills in the 30-60 day column If the customer has bills that are unpaid in the 30-60 day column, ACD management at its discretion may suspend pending, in process, or new orders, if the issue of timely payment is chronic.
- Unpaid bills in the 60-90 day column or greater: All pending, in process, or new orders will not continue to be processed. Exceptions may be made only by senior management (Kevin Schoen, CEO, Steve Schoen, President & COO, Kirk Shewchuck, CFO).
- Unpaid in the 90+ day column, All pending or new orders are halted and all services are subject to immediate suspension.
Underlying End-User Unpaid Bills
ACD provides services on a retail and a wholesale basis. Occassionally, and end-user will game between service providers to avoid bills. These usually occur in these scenarios:
- An ACD retail customer will switch to an ACD wholesaler to avoid payment of their bill.
- A wholesale customer will switch between two different ACD wholesalers, or agents, to avoid payment of a bill.
- In some situations a wholesale customer will switch to ACD directly in order to avoid payment.
In general, it is ACD's policy to ensure that the end-user does not innappropriately avoid payment of services that is provided by ACD and ACD may exercise reasonable discretion to address the matter.
Incomplete orders will generally not be processed. Errors in orders will need to be fixed prior to orders being processed. Orders should be sent to firstname.lastname@example.org