important policy update - client Partners

Account Adjustment Fees
We wanted to take the time to thank all of our customer partners for their patience and diligence in helping us to implement our new web-based payroll and billing systems over the past year. We felt that this investment would allow us to deliver a more robust and efficient service and, with your help, that’s exactly what’s happening.

Timely and accurate timesheet approvals are the most integral part of this process, and we appreciate the efforts being made by so many of you. Now that the transition period to this online system is complete, we’d like to inform you of some important changes to our policy regarding Billing Adjustments. 
The process itself will remain the same:

• If you find a discrepancy on an Arbor invoice, you should notify your Arbor Account Manager and the Arbor Accounting Department immediately.
• You should short-pay the invoice by the amount of the disputed item(s).
• Arbor will research the issue and inform you promptly as to whether an invoice adjustment should be issued.

Any adjustments that need to be made to correct an Arbor oversight will, of course, continue to be made at no charge.  However, we will no longer be able to make complimentary adjustments for items that were billed due to a missed time approval deadline or accidental time approval. Unfortunately, we are experiencing a significant number of adjustments that are being requested due to a failure to meet timekeeping deadlines and/or a lack of quality control in approving timesheets. In order to recover administrative costs for researching and correcting these errors (the cost of which is not included in our standard billing rates);
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Effective 10/1/17, Arbor will be assessing a $35 adjustment fee for any invoice item that needs to be adjusted due to a timekeeping error.

These fees will allow us to charge only those customers for the administrative costs of managing the timekeeping process where errors are high and persistent. We remain committed to any training and communication that may be required to make this process uniformly successful for all our customers. We truly appreciate your business and your partnership in making our payroll and billing process as easy, efficient and streamlined as it can be.  Please contact your Account Manager at any time should you have questions on the timekeeping process or this policy update.