Why is a client allowed to make payments on a smart file that has been updated without first approving those updates???
A customer asked to add another service to her invoice after making the first payment. I updated her invoice and contract in her smart file and emailed it to her for approval. She never approved the changes. However, she did make the other two payments in the payment schedule. Now she wants to cancel her booking and says she never signed the contract because the latest version visible to her does not include her signature. The previous version does include her signature but that version is a different amount than she paid. I know this is going to lead to a chargeback of at least $2,000.
Why would HoneyBook allow customers to pay the unapproved amount? The system should force the client to approve changes before additional payments can be made. Now the customer has made payments on the unapproved amount and I don’t have a contract proving she agreed to the changes. The HB representative says the system is “working as intended” so this must be submitted as a feature request.
In my opinion, this is not a feature request. This is a fatal flaw in the system that will lead to chargebacks which not only affects me. It affects HoneyBook as well. I process hundreds of thousands of dollars in smart files in HB every year so I don’t have time to click on every smart file to see which ones have unapproved changes. What can be done to correct this?
