On the Complete package, Hemlane provides accounting services to manage and initiate payments to service professionals via credit card or PayPal. This service is called Repair Billing and is required on the Complete package. It offers a more convenient and hands-off approach to coordinating tenant repair requests.
What Does Repair Billing Include?
- Sourcing new service professionals
- Following your thresholds for payments
- Invoice upload and management
- Secure payments — your bank account or card information is never shared
- Recording payments on your Financials tab
Is There a Fee Associated With Repair Billing?
There is no fee for this service when paying with a bank account. A 3% fee applies if you have selected a debit or credit card for your Repair Billing account, as we are charged a fee when processing payments through these methods.
Please note that some service professionals may also charge their own fee to accept a credit card as payment. Their fee is completely independent of ours.
To check whether you have a debit card, credit card, or bank account on file for repair coordination, visit the Maintenance and Repair Instructions tab and look at the Billing Contact section.
How Does Repair Billing Work?
Here is the step-by-step process:
- The coordinator receives an estimate of the work to be performed.
- The coordinator confirms the amount is reasonable and below your threshold.
- The coordinator creates a one-time use credit card or PayPal payment, up to the approved estimate, which links back to your account. This keeps your actual credit card and bank account information secure.
- The service professional is required to call the coordinator for any additional approval beyond the estimate.
- The coordinator handles all invoicing, payment, and accounting within Hemlane.
- The owner and manager receive updates on estimates and invoices throughout the process for full transparency.
How Do I Connect a Team Member and Payment Account to Repair Billing?
Step 1: Select the Maintenance and Repair tab on the left-hand main menu.
Step 2: Click the Instructions section at the top of the page.
Step 3: Click anywhere on the desired property box to open the detailed page.
Step 4: Select the Billing Contact subcategory and choose a team member from the Assign Billing Contact dropdown menu.
Step 5: If you have assigned yourself as the Billing Contact, choose your payment account by clicking “Select a Payment Account” and selecting one from the dropdown menu
Please note that if you are assigning a team member as the Billing Contact, they will need to confirm the maintenance bill-to payment account within their own Hemlane account before the process is complete.
Why Do I Have to Opt Into Repair Billing to Use the Third Party Network?
Our Third Party Network requested that Hemlane manage the payment process directly. With multiple parties involved, including the coordinator, owners, managers, and tenants, service professionals felt more comfortable knowing Hemlane’s coordinator would handle the entire process including payment. Many service professionals also now require a credit card on file before scheduling work with a tenant.
What Is Included in the Essential Package Alone?
- Handling phone calls and online maintenance requests from tenants, including after-hours emergencies
- Troubleshooting with the tenant to avoid unnecessary dispatch charges
- Dispatching your preferred service professional if the issue cannot be resolved remotely
- Taking calls for approvals while service professionals are onsite. If a threshold has been set, we will auto-approve up to that amount. If the cost exceeds your threshold or no threshold has been set, we will call you for approval.
- Following up with the tenant to confirm the job was completed successfully
How Do I Add My Preferred Service Professionals?
Step 1: Select Maintenance and Repair on the left-hand main menu.
Step 2: Click Service Pros at the top of the page.
Step 3: Click [New Service Pro].
Step 4: Complete the form including:
- General information: name, company, address, email, phone, service categories, and notes
- Pricing details and credentials: minimum fee, credentials, and hours
- Properties: choose which properties this service professional will be attached to
Please note that fields marked with an asterisk (*) are required. Two asterisks (**) indicate that either an email or phone number is required.
What Are the Benefits of Repair Billing?
- Faster assignment of service professionals: Most plumbers, electricians, and other service professionals want a credit card on file before scheduling work. Since you have already provided maintenance thresholds, Hemlane’s team can authorize during scheduling without disrupting you.
- Security around all payments: Our team never shares your bank account or credit card information with service professionals. We use one-time use credit cards with set limits to keep your information protected.
- Eliminating check payments: Checks can get lost or cause delays. Hemlane ensures service professionals receive payment in a timely and reliable manner.
- A more hands-off experience: By removing the need for you to interact directly with service professionals on administrative matters, you can take a more passive role in managing your rentals.
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Better accounting: All invoices and maintenance payments are recorded in Hemlane, making tax season much easier for you and your accountant.
Does Hemlane Provide My Credit Card Number to Service Professionals?
No. Hemlane uses a one-time use credit card to pay service professionals, not your actual card. Since most credit card authorization happens over the phone rather than through a secure online system, sharing your real card details with third parties carries too much security risk. The one-time use card links back to your bank account or credit card without ever exposing your actual information.
Are There Any Limitations or Exclusions to Payments?
Repair Billing only works with service professionals who accept credit cards or PayPal. If your service professional does not accept either of these, you will need to arrange payment directly.
Hemlane also only processes payments up to $2,000 per invoice. Invoices exceeding $2,000 are considered large repairs and must be paid directly to the service professional by the owner or manager.
How Can I Be Sure I Am Not Overcharged?
The repair coordinator reviews all prices and estimates to ensure they are within reason. A second estimate can also be provided in certain situations, and you can read more here.
payments, service pros, vendors, invoices,