Enterprise Billing >> Invoice Questions
Creating a new Team and Financial Account [Accounting Entity]
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Part I: Creating a New Team
- Access the Team Creation Page: Navigate to 'Settings' and then select 'Teams'. From the options, click on 'Create New Team'.
- Define the Team Name: Enter the preferred name for the team in the designated field.
- Confirm Team Creation: Finalize the creation of the new team by clicking 'Create Team'.
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Part II: Creating a Financial Account
- Access the Financial Account Creation Page: Navigate to 'Settings', then select 'Financial Accounts'. From the options, click on 'New Financial Account'.
- Define the Financial Account Name: Enter the desired name for the financial account in the designated field.
- Confirm Financial Account Creation: Finalize the creation of the new financial account by clicking 'Submit'.
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Part III: Associating a Team with a Financial Account
- When a new team is created, it must be associated with a specific financial account to align billing correctly. If a customer who requests the creation of a new team fails to specify the financial account for association, please ensure you reply to their ticket and ask for this critical information.
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Part IV: Setting Up Billing Recipient for a New Team
- If the customer wants the bills for a newly created team to be delivered to a specific person, you'll need to gather the following information from them:
- Delivery Method: Find out how they would like the bills to be delivered.
- Billing Address: Obtain the specific address where the bills should be sent.
- Escalation Contact: Determine who should be contacted in case there are issues with the billing process.
- If the customer wants the bills for a newly created team to be delivered to a specific person, you'll need to gather the following information from them:
This procedure ensures proper team creation, financial account set-up, and appropriate billing alignment.
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Part V: Informing Enterprise Billing
- Once the internal partner has responded with this information, a new Accounting Entity can be set up. You will also need to send a request to the Enterprise Billing (EB) team to configure this in the Billing and Revenue Management (BRM).
- Sample email, (see snapshot here). Note: when sending email to the EB team, cc yourself, Nicole Souza, (requester - AM or EPS).
- Even if a new financial account hasn’t been created, but a new team was added, you must email the Enterprise billing team so that they can update BRM with this information.
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VI: Updating configuration Workbook:
- The information sent to EB [Enterprise Billing] should be the same on the CWB [Configuration workbook]. Please make sure the CWB is updated. To check the CWB, you can go to the Admin Console. The configuration workbook can usually be found within the Enterprise Company section under “Comments”. You should see a spreadsheet link that when opened, will have a “Teams” tab where you can update to include the new team that has been created and also the financial account.
You will also need to send a request to the Enterprise Billing (EB) team to configure this in the Billing and Revenue Management (BRM).
Sample email, see snapshot here (also below). Note: when sending email to the EB team, cc yourself, Kim Shaw, (requester - AM or EPS). The information sent to the EB should be the same on the CWB. Please make sure the CWB is updated. To check the CWB, you can go to the Admin Console.
Steps for Agents to Make Changes to Teams/Member Permissions via OBO
Agents can follow these instructions to make changes to teams and/or member permissions via OBO (*Internal instructions for Agents only):
1. From the CL OBO account
- Under Own Companies copy the Company Record ID
2. In CSS Note, add your note using the proper CSS format
- ID > wrench > Companies
- In CSS Note, add your note using the proper CSS format
- Go to Join to company section > Enter Company Record ID > select proper company
- Select Role > Buyer Manager
- Click Join Company
Then:
3. Log into your Upwork account
- Select company context
- Select Settings > Members & Permissions
- Select team
- Invite new user > enter email address > enter welcome message > acknowledge confirmation popup
*If no account, the user will be invited to create one. If existing account, the user will be invited to join the team
**If the customer is not receiving the invite, add via OBO
4. Remove yourself from the team
- From OBO companies page
- Click radial next to the company you want to leave
- CSS note in the proper format
OR (best option) Leave the team from Members & Permissions as soon as you are done making adjustments, alternately you can unjoin the team in OBO
**If user has an Upwork account and will have full admin, you can add them by following the same steps you would in order to add yourself. Be sure to sudo in after to check your work.
**If the customer is not receiving the invite, add them through OBO
***For existing users, Invitations must be sent to the email address associated with their current email address on file.
Steps for Agents to Make Changes to Teams/Member Permissions via Account Settings
Agents can follow these instructions to make changes to teams and/or member permissions via Account Settings:
How to Create a New Team
- Go to Settings › Teams › Create New Team
- Enter desired team name
- Select Create Team
To contract freelancers and agencies under the new team, simply select the appropriate team’s drop-down when posting a new job. When a job offer is sent, the team can also be selected.
After creating a new team (or enabling teams), you can assign that team its own financial account (if needed).
How to Create a Financial Account
- Go to Settings › Financial Accounts
- In the team list (on the right side of the menu) find the name of the team
- Each financial account will be listed in the top left of the menu.
- Select the correct radio button that corresponds with the correct financial account and team.
Adding a member and/or setting permissions for members may be needed as well.
How to invite a new user to your team
- Go to Settings › Members & Permissions
- Choose Invite New User
- Fill out the form to assign the appropriate permissions
- Select Invite
How to Set Permissions For Members
- Go to Settings > Members & Permissions
- In the list of members, you’ll see their name, current team and permissions
- Select the “...” options menu and “Edit” from the drop down menu to adjust permissions
Note: For any of the issues below, agent will need to serve as point of contact but escalate requests to the Enterprise Billing Team (enterprisebilling@upwork.com). **Please, CC Charlene Hopkins and your Team Lead on any email communications.
Enterprise Billing >> Invoice Update Requests
- Reroute invoicing requests, and for issues with invoices not being routed to the proper manager
- Update invoice recipients
- Changes to (Invoice Update) billing configuration and/or adding new contact to monthly billing files
Enterprise Billing >> Invoice Questions
- Refunds/PO discrepancies
- Billing questions from internal & external teams
- The customer requests the agent sort through invoices that have charges that shouldn’t be associated with the account, need clarification on who to reach out to and need assistance with being proactive that no further billing issues will incur
Enterprise Billing >> End of Month Tasks
For questions about End of Month tasks (for example: whether billing instructions were met, ensuring Enterprise Billing gets the invoices early where that is the AE instruction)