Welcome to the Payment section of the How It Works guide on Palletfly.com. This page outlines the payment process, providing you with detailed instructions and information to ensure your transactions are smooth and efficient.

1. Submit Payment
2. Log Your Payment
3. Payment Clears
4. Payment Confirmation Email
5. Order Released to Shipping

We have a dedicated bookkeeper on staff to handle all payment matters. All payments are sent to our bank account through the various accepted payment methods. We have limited ability to track your payment from our side. Hence, we have a payment information form so that we can retain some visibility and monitor payments that were sent to us.

• Payment Clearing: Once a payment clears into our account, we notify the customer that it cleared via a QuickBooks automation that includes the amount applied to your account. Simultaneously, our staff reviews your account and applies the payment to any outstanding balances.
• Applying Payments: If you have a small balance from a previous invoice, any new funds sent to us will be applied to the old balance first and then to your newer invoice.
• Accounting Hold: If an invoice has an open balance, our bookkeeper generally places an accounting hold on the order until the balance is cleared. Exceptions to this rule are decided on a case-by-case basis.
• Notification of Full Payment: If your invoice is newly paid in full, we notify you along with several pieces of data to ensure you get the latest updates.
• Open Balances: If you have an open balance, it will not be visible to you through our site. You will need to send an email from the account manager on file for your company to our staff to look it up manually.

There are times when invoices must be adjusted or canceled. Any cancellations or adjustments made to invoices may take 1-2 business days to be handled by our staff.

• Automatic Credit Application: Funds for any canceled or adjusted transactions are automatically stored by QuickBooks as a positive balance on your account. The funds are then applied to any open balance on your account within 1-2 business days of the adjustment being made.
• Cancellation Notification: For canceled invoices, QuickBooks will automatically email you a set of instructions detailing that the funds will be applied to new invoices or can be refunded.
• Adjustment Notification: For adjusted invoices, there is no automation set up. You can review a live copy of your invoice by clicking the review or print button on the invoice email thread. The adjustments will also be available to view on our website under the change log for each order.

You may request a refund of your account balance by filling out a short form. Refunds will be processed via ACH or Wire transfer and will not include any fees incurred.

• Request Submission: Once we receive your refund request, our bookkeeper will reach out within 1-2 business days to confirm the available funds in your account along with the banking details you provide.
• Confirmation Email:
  • You must reply to this email to proceed with the refund process.
  • This email is also an opportunity to ask any questions or request that the refund be voided and applied to a new invoice.
• Processing the Refund: Once your details are confirmed, our team will process a refund via ACH or Wire transfer to the account you provided within 1-2 business days.
• Missing information: If there is any information missing or the payment bounces back to us, we will handle communication on the email thread pertaining to your refund only.

Note: Due to security measures, our team is not authorized to accept communication over the phone for refund inquiries. Requests must be submitted via our secure form. All communication must be made over email using the account manager's email address.

• Processor Fees: Be aware of any fees charged by third-party processors. Palletfly does not cover these fees.
• Potential Issues: Be aware of potential issues such as item(s) sold out, product issues, changes in ready dates, and pricing changes. Palletfly is committed to addressing these promptly but cannot assume responsibility for third-party fees.