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Added CTA to ask customer directly about bill.com #16681

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Added CTA to ask customer directly about bill.com #16681

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43e089f
Added instructions for how to determine which accounts use bill.com
concernedsebster Apr 30, 2026
76df097
Update billing instructions for Bill.com payments
concernedsebster May 1, 2026
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1 change: 1 addition & 0 deletions contents/handbook/growth/sales/billing.md
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Expand Up @@ -42,6 +42,7 @@ If this is a new contract for an existing customer, you will need to add their e
**Do not proceed to the next steps until invoice is finalized.** Any credits added to an account gets automatically applied to outstanding invoices. If you add credits before payment is completed, the credits will settle any existing debts, and customer will not be able to make a payment.

> For customers using Bill.com for payment, when they submit the invoice to the Bill platform it strips out the Stripe virtual account details. You'll need to ask them to follow the instructions in this [help article](https://help.bill.com/direct/s/article/360000009246) to set the correct bank details for us in the Bill.com platform. The account details is provided in the invoice sent over. They'll need to make sure they use the original contact information and not your email if you're set as signer on the contract so we can process payments in the right account. In case they don't do this, we have a default customer account on [Stripe](https://dashboard.stripe.com/customers/cus_Rqm805zKTuxdqU) which the money will go to. If this happens, mark their invoice as paid manually and then generate a new one against our default customer account to use the funds.
> **How do I know if a customer is using Bill.com for payment?** You should try and get ahead of this by asking your customer whether they use Bill.com or ask to be connected to their finance team if unsure. Bill.com invoice notifications are sent to sales@posthog.com from account-services@inform.bill.com. The [sales Google group](https://groups.google.com/a/posthog.com/g/sales) archives them, so you can search the archive directly for subject lines like "Acme Inc sent you a payment" or "A payment from Acme Inc should arrive shortly". Note any that match accounts in your book.

###### Step 4: Apply credits
- Make sure that the payment is fully processed to avoid any automatic deductions.
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