BACKGROUND, GOALS & OBJECTIVES Business Issue/Opprtunity In 2013, Lenv initiated a series f prjects t imprve the verall custmer experience fr ur custmers and business partners. The timeliness and accuracy f partner payments was identified as an area f pprtunity fr imprvement. A cre team was selected t identify areas f imprvement pprtunities and design an imprved prcess frm which Lenv wuld nt nly reslve payment issues, but emerge as best in class in payment plicy and imprve the verall partner experience. T achieve ur gal f establishing the cmpany as best in class, the team identified three challenge statements: Make 100% f Prgram Payments at a cmmitted SLA Acknwledge payment disputes within ne business day f receipt Reslve 90% f disputes within 60 days f receipt frm the business partner The team validated these bjectives with ur Business Partner cmmunity t ensure that achievement f these bjectives wuld psitin Lenv as a best in class vendr fr payment and dispute management. Thrugh a series f system, prcess, and cmmunicatin enhancements, Lenv is nw able t deliver n each f the three bjectives. This Plicy Dcument represents: Our Payment and Payment Dispute Management cmmitment t ur Business Partners The prcess implemented t meet the three bjectives The bligatins f ur Business Partners in the Dispute Management Prcess Key cntacts and escalatin pints Business Scpe The Payment and Payment Dispute Plicy applies t the fllwing: Nrth American Business Partners Headquarter Funds (HQF and CON) Prgrams Bid Rebates C-Marketing (CM) Prgrams bullet 1
Expected Outcme The purpse f the Payment and Payment Dispute Plicy Dcument is t ensure that there is transparency between Lenv and ur Business Partners regarding payment cmmitments and ur shared bligatins assciated with payment dispute reslutin. This dcument will detail the payment and payment dispute prcesses, accuntabilities, and timelines assciated with payments within the Business Scpe as identified abve. PROGRAM PAYMENTS General Summary Lenv has established payments cmmitments fr each prgram type (HQF, CON, Bid Rebates, and C-Marketing). Each sectin belw will prvide details fr each. Headquarter Fund (HQF and CON) Prgrams & Rebates HQF Prgrams and Rebates are typically annunced at the beginning f each quarter with a term f ne quarter in duratin. Nte: There are exceptins t the terms f sme prgrams. HQF Prgrams and Rebates are annunced t the partner cmmunity via Prgram Letters and include the Terms and Cnditins f each incentive prgram. Effective n 1/1/14, each HQF Prgram and Rebate Letter will include details n the timing f payments assciated with that specific Prgram/Rebate and the Terms and Cnditins f the specific Prgram/Rebate. Payment terms will be prvided fr each Prgram/Rebate in the Terms and Cnditins sectin f the Prgram/Rebate Letter. Fllwing is an example: Payments Payments will be made after sales data has been prcessed and verified by Lenv. Partners can expect t receive payment n this prgram within 45 days after the inviced calendar mnth has clsed. In the example abve, Lenv will prvide payment t the participating Business Partner within 45 days after the clse f the quarter. The payment will be based n the prcessed and verified sales data received. Bid Rebates Bid Rebates are paid upn claim submissin frm Business Partners. Lenv will prvide t the Business Partner a claim reprt within 30 days f claim submissin detailing amunt paid and rejectin reasns fr the denied units within the claim. 2
C-Marketing (CM) Incentives C-Marketing incentives typically require Prf f Executin (POE) in advance f payments. Like HQF and CON Letters, C-Marketing Letters will include payment terms in the Terms and Cnditins sectin f the C-Marketing Letter. Fllwing is an example: Payments Payments will be made after the prf-f-executin has been verified by Lenv. Prf f Executin requirements are detailed in each C-Marketing Letter and will vary by each incentive letter. Fllwing is an example: Line List f Activities with Lenv POE Requirements Live Desktp Training Phts f event, cpy f deck apprpriate cntent, # f participants, cpy f invite w/ apprpriate messaging and lgs (if applicable) Email Blast Cpy f unique email w/ apprpriate Lenv messaging and lgs, # f sends, click-thrugh rate Seed Unites Pht f purchased items Fllw-Up Call Campaign Cpy f call script w/ apprpriate messaging, # f calls made In the example abve, Lenv will prvide payment upn receipt f each f the Prf f Executin (POE) requirements. Payment Cmmitments and Obligatins Lenv s cmmitment t ur Business Partners is t make 100% f payments due as defined by the specifics f each Prgram/Rebate Letter (HQF, CON, and CM) and Bid Claim as described abve. Each Business Partner is bligated t adhere t the Terms and Cnditins f each incentive as defined in each Prgram/Rebate Letter (HQF, CON, and CM) and Bid Claim prcess. This includes accurate and timely sales reprting, if required. PAYMENT DISPUTES General Summary Lenv recgnizes that there may be instances in which the payments received by ur Business Partners may be incnsistent with their expected payment. It is ur gal t identify, recncile, and reslve any disputes and/r incnsistencies in a timely manner. 3
Lenv has established a Payment Dispute Management Prcess t ensure each f ur Business Partners can effectively raise payment disputes, ensure actin is being taken, and have a cnsistent cmmunicatin channel during the reslutin prcess. The fllwing sectins will prvide details n the Payment Dispute Management Prcess. Dispute Identificatin In instances where there has been either n payment r a discrepancy in the payment amunt, the Business Partner will: Cmmunicate the dispute with their Lenv Sales r Accunt Manager Prvide the fllwing detail fr each dispute: Prgram Identifier (ie. HQFxx-xxx r Bid Claim #) Payment Received Payment Expected Business Partner Cntact (Name, Phne, email) Disputes can als be prvided t Nicle Gledhill at ngledhil@lenv.cm with the apprpriate detail as described abve. IMPORTANT NOTE: Disputes must be identified and cmmunicated t Lenv n later than frty-five (45) days after the date f the cmmitted payment. Lenv reserves the right t refuse dispute reslutin if this requirement is nt met. Dispute Management & Recnciliatin Lenv is cmmitted t timely reslutin f all Payment Disputes and t ensure an effective and cnsistent cmmunicatin channel with ur Business Partners. Within ne business day f receipt f the disputed payment(s), the Business Partner Cntact will be cntacted by Lenv and prvided a Case # fr the dispute. All payment disputes will be captured and lgged int a Dispute Management Tl and assigned t the Lenv department respnsible fr dispute reslutin. Lenv will prvide a weekly reprt t the business partner that will include the current status f the dispute and any needs r requirements frm the business partner. The Lenv Channel Operatins team has als scheduled recurring payment dispute meetings with each f ur Distributin and DRC business partners. These meetings will be used t discuss pen disputes and identify new disputes that need t be captured in the Dispute 4
Management Tl. Nicle Gledhill (ngledhil@lenv.cm) is the Channel Operatins Prime fr Dispute Management. During the recnciliatin and reslutin prcess, the business partner may be asked t prvide specific data and/r infrmatin related t a specific payment dispute. It is the bligatin f the Business Partner t prvide requested infrmatin in a timely and cmplete manner. Failure t d s may result in delays in clsing the disputed item. Dispute Clsure Upn the cmpletin f the recnciliatin prcess, Lenv and the Business Partner will agree n the final payment due t the Business Partner. This will be recrded and prvided t the Business Partner in the weekly reprt generated by the Dispute Management Tl. If the Business Partner des nt recgnize r agree t the final reslutin, they will have 15 days t identify their disagreement. If there is n recgnitin after 15 days, Lenv will cnsider the specific dispute clsed. At the time f clsure, n additinal disputes fr the clsed prgrams will be cnsidered. KEY CONTACTS & RESOURCES Any payment related questins can and shuld be directed t the Lenv Sales and Accunt Teams respnsible fr the Business Partner relatinship. Additinally, the Business Partner can cntact the fllwing individuals fr dispute management and escalatins: Payment Disputes bpdisputes@lenv.cm - Channel Disputes Email Alias Nicle Gledhill - ngledhil@lenv.cm - Channel Operatins Manager Jeff Taylr jtaylr1@lenv.cm Directr, Channel Operatins & Prgrams 5