General Questions:
Q: When was the last major billing update?
A: The latest change to our media billing was rolled out to clients in Q1 2020 to simplify the billing process. Rather than see a reference to “Google” or “Bing” on your credit card statement, you should now see “Keyword Connects”. This allows us as your performance lead generation platform to source qualified leads from additional media outlets and maximizing your lead funnel with more high-quality leads.
Q: When did this new process take effect?
A: The billing transition was rolled out in three phases. In August of 2019, we implemented a 4-month pilot program with 20 clients to test the new billing process; since then, we have migrated a second phase of clients to the new process. In all cases, the feedback has been overwhelmingly positive. The third phase went into effect on February 1, 2020, with the first charge for media fees posting to your credit card on Monday, February 10, 2020.
Q: When will this new process be in place?
A: The billing process is being rolled out in 3 phases. In August of 2019, we implemented a 4-month pilot program with 20 clients to test the new billing process; since that time, we have migrated the 2nd phase of clients to the new process. In all cases, feedback has been overwhelmingly positive. The 3rd phase will start effective on February 1, 2020 with the first charge for media billing to your credit card posted on or about Monday, February 3, 2020.
Q: Will this change cost me more money?
A: No. In fact, these changes allow us to maximize the performance of your campaign by driving more high-quality leads and reducing your acquisition cost.
Q: Who do I contact with questions?
A: For any questions, please send an email to clientcare@keywordconnects.com.
Q: What should I do if I find a general error?
A: Send an email to clientcare@keywordconnects.com with a detailed description of the error.
Q: How do I request changes to my account if I am not the primary contact?
A: Send an email to clientcare@keywordconnects.com detailing the requested changes.
Billing Questions:
Q: How do I change my billing information?
A: Please send an email to billing@keywordconects.com with a detailed description of the information you would like to be updated.
Q: How am I notified when you charge my credit card?
A: Our primary billing contact will receive an email with a receipt every time the card is charged. If you would like additional contacts to receive this email, please reach out to our finance department at billing@keywordconnects.com.
Q: If I wish to change the credit card I have on file with KC, what should I do?
A: Send an email to our finance department at billing@keywordconnects.com indicating your desire to have a new card on file. Within 24 hours a member of our team will send a new credit card authorization form.
Media Questions:
Q: How will my media charges appear on my credit card?
A: All charges will show as being from “Keyword Connects”.
Q: How can I reconcile credit card charges for media fees?
A: The client portal has been updated to include the media spend. To view, click on the “Media” tab and you will see monthly media charges up to and including the prior week’s media spend.
Q: Will my credit card be charged by account or campaign?
A: Your credit card will be charged on the account level. Additional details on charges by campaign are available in the client portal.
Q: How will charges appear on my credit card?
A: All lead fees will continue to be charged to your credit card in the middle and end of the month. All media fees will be charged to your credit card on a weekly basis. The amount charged for media fees can vary by week depending on the actual media spend.
Q: How do I reconcile monthly expenses if I am charged on a weekly basis for media fees?
A: The “Media” tab in the client portal provides a monthly summary of charges by the campaign.
Need more information? Or access to the client portal? Send an email to clientcare@keywordconnects.com.
