Some questions/concerns customers:

• Why am I now being charged a 2.5 % surcharge now when I pay with my credit card?
  • When a customer pays up front via credit card, we do not charge a fee. However, when a customer orders on 30 day terms and then pays via credit card, the company has to both, wait for payment and incur credit card fees. Our 2.5% surcharge simply offsets the charge we receive from the credit card companies,effective May 29, 2023, orders placed on an open account and paid afterward via a credit card will incur a 2.5 percent service fee.
  • The best way to avoid this 2.5 % surcharge is to set up ACH payments using "Complete Order History."

• If I pay for my purchases at the time of order with a credit card, will I be charged an additional 2.5% surcharge?
  • No, you will not be charged the 2.5 % credit card fee if you pay for your purchases with a credit card at the time of purchase.  This will ONLY be charged for INVOICE payments with a credit card.

• Can I get a waiver for this 2.5 % surcharge?
  • Unfortunately, we cannot wave this charge when making credit card payments for your outstanding invoices.
  • ***If customer is adamant that they do not want to pay the surcharge, escalate the call to Debra Wirbelauer.***

• I do not want to pay this…
  • Payment of invoices in full is required to maintain a company’s open account status and avoid potential credit holds on future orders. This fee cannot be waived. If you want to avoid this charge, you can set up ACH payments using Complete Order History.

• Is it hard to set up ACH?
  • No, it is easy to set up your ACH payment. You must have a Carolina account online and link your account to the proper bill to account.
  • I will be happy to walk you thru the steps to get this set up.

• Who do I contact to confirm that my payment has been received?
  • Whomever they contact today…customer service and/or AR. AR will handle any payment cancellations or adjustments as they do today.

• How long does it take for a paid invoice or a credit to show up in my  account?
  • Immediately if they “Pay Now” or on the date they schedule their future payment. The little calendar icon below shows beside invoices with future scheduled payments. It is also available using the menu button on the right-side of each invoice.

• Will I receive a payment confirmation?
  • Yes.

• How long does the ACH take to debit my account?
  • 2-3 days

• We currently do not image credit card surcharge fee invoices. The helpdesk is working with our CC partner to determine what we can do longer term. Meanwhile, the two options I can think of... 1. Email customer_service@carolina.com to request for a prebill to mock up a copy of the invoice or (surcharge fee). 2. They can access invoice detail online via Orders Plus but it does NOT show the detail since we haven't imaged the invoice. Again, the helpdesk is working with our partner to do an online mock up version of an invoice for these type invoices.