Did you know that Worksuite supports your freelancers throughout the entire payments process? A high-value benefit of your Worksuite Pay subscription is leveraging our Payments Support team. We care about getting your freelancers paid quickly and seamlessly. In the event of a payment rejection/return, our dedicated support team provides hands-on assistance.

Here’s how it works: 

When a payment is sent, the receiving bank utilizes the information entered in our Bank Details Form to credit the payment to the freelancer’s personal bank account. If the information does not match an existing account, the payment is rejected and returned to Worksuite.

Upon return of a payment, our team receives a notification, and we reach out right away to advise the vendor to re-enter their information. 

We support your freelancers step by step through the process of correcting bank information until the funds arrive safely in their account. Depending on how quickly your vendor corrects their information, we can have the payment reissued as early as the same day!

To prevent payment disruption from occurring, we also offer support should your freelancers encounter any difficulty while submitting their bank details for the first time, for example with meeting the country-specific format for which our Bank Details Form performs real-time validation.

Our Help Desk is where we communicate directly with your freelancers regarding their personal and sensitive financial information and maintain a history of contact, with visibility across our whole team to help inform case management.

In the event that a vendor reaches out to you regarding difficulty entering bank details or payments not received as expected, please point them toward our Help Desk. They can use the Support button on any page of Worksuite or submit a request from our Help Center.

Frequently asked questions: 

What happens to the funds we've wired over for invoices that end up getting rejected and not paid out to the freelancer?
We let you know that there are invoices for which payment could not successfully be delivered and the total funding amount, at which point you may opt to contact the freelancer directly in case they may be more responsive. If we then hear from them with updated bank details, we can reissue the funds as planned.

In the event that we are not able to resolve the issue in WorkSuite, how would we go about requesting a refund for the funds we've wired to WorkSuite for his invoices that were not paid out?

 If you make alternate payment arrangements off-platform, you may deduct the amount of unused funding from future pay run transfers.