Order Processing Delay or Suspension

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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.

Non-Payment or Untimely Payment

The term of payment is 30 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 90 day column or greater: All pending or new orders should be assumed to be halted.
  • Unpaid in the 60-90 day column, the matter has been brought to senior management attention (Kevin Schoen, CEO, Steve Schoen, President & COO, Kirk Shewchuck, CFO) and one of the three senior managers has review the payment matter, and may institute a temporary suspension, pending the customer getting their bills caught up.
  • 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 further orders, if the issue of timely payment is chronic.

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

Incomplete orders will generally not be processed. orders should be sent to orders@acd.net

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