Billing for Vendor-financed Accounts

If your account is financed through a third-party vendor, your billing may be handled by that financing provider instead of Motive. This article explains what vendor-financed billing means, which billing questions should go to your financing provider, and when Motive Support can still help.

Overview

This article helps fleets:

• Understand vendor-financed billing: Learn how vendor-financed accounts differ from standard Motive billing.
• Route billing questions correctly: Know when to contact your financing provider instead of Motive.
• Set support expectations: Understand what Motive Support can and cannot review for vendor-financed accounts.
• Take the next step quickly: Review what information to gather before reaching out for help.

What is a vendor-financed account?

A vendor-financed account uses a third-party financing provider for payment and billing instead of a standard direct-billing flow with Motive.

With vendor financing, eligible customers may finance Motive purchases through a lending partner and pay on a scheduled billing plan.

Who handles billing for vendor-financed accounts?

For vendor-financed accounts, billing details are handled by the financing provider. Motive does not have the billing details needed to review those billing questions directly.

This means you should contact your financing provider for questions such as:

• Invoice amounts
• Payment status
• Due dates
• Billing statements
• Financing agreement details

When Motive Support can still help

Motive Support can still help with general questions about your Motive products and can help clarify whether your billing is handled through a financing provider.

Support may also help direct you to the right next step if you are not sure who manages your billing.

What to do if you have a billing question

If you have a billing question and your account is vendor-financed:

1. Review any invoice, statement, or financing communication you received from your financing provider.
2. Identify the financing provider listed on that document.
3. Contact the financing provider for billing-related questions.
4. Contact Motive Support if you need help confirming whether your account is vendor-financed or if your question is not related to billing.

What Motive may not be able to review

For vendor-financed accounts, Motive may not be able to review or confirm:

• Billing balances
• Payment due dates
• Payment status
• Financing terms
• Billing document requests tied to the financing provider

What to have ready before contacting Support or your financing provider

To help resolve your question faster, have the following ready:

• Your company name
• The email address associated with the account
• Any invoice or statement number, if available
• The name of the financing provider, if known
• A short description of your question

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