Understanding the Ship-No-Capture (SNC) process for brands

Introduction

At ExpertVoice, payment is captured only after an item is marked as shipped and tracking information has been added. In rare cases where payment fails at this stage, we follow the Ship-No-Capture (SNC) Process to recover payment.

This guide outlines what the SNC process is, what actions ExpertVoice’s Orders Team and Expert Success Team take, and how brands can help prevent payment issues. 

Note: The SNC process is a courtesy provided by ExpertVoice. Brands are ultimately responsible for ensuring orders are processed correctly and payment is captured.

What is the Ship-No-Capture (SNC) process?

The SNC process is triggered when an order is shipped, but payment isn’t successfully captured. The order is escalated in the system as  "Escalated to Finance - Shipped No Capture" (ETF/SNC) and moved into recovery efforts. 

How the SNC process works:

The recovery actions taken depend on two key factors:

1. Order amount – Higher-value orders may require additional outreach.
2. Order age – Older orders are handled differently than recent ones.

Steps in the SNC Process:

1. Automated payment failure notifications
   • Experts are notified by email after the first failed payment attempt. 
   • Follow-up emails are sent after each additional failed attempt. 
2. Payment attempts & outreach
   • ExpertVoice makes: 
     • Up to 3 attempts to capture payment.
     • Up to 4 outreach efforts (including direct messages).
     • A warning that ExpertVoice access may be revoked for unpaid balances. 
3. Additional measures
   • Orders over $500: The Expert Success Team may call the expert to request updated payment info. 
   • Orders over 1 year old: One outreach attempt is made. If no response or payment is received within 30 days of contact, the order is written off.

Note: Experts can call the Expert Success Team at any time to update their payment information and trigger a new payment attempt.

If payment can't be recovered

If outreach efforts are unsuccessful: 

1. The order is written off in the ExpertVoice system.
2. The brand’s Accounts Receivable team is notified to complete the write-off. 
3. The expert’s access to ExpertVoice may be revoked. 

Tips to prevent SNC issues

To help avoid payment issues: 

✔ Ship orders within the 7-day payment authorization window.
✔ Monitor your Daily Order Summary email.
✔ Ensure payment is authorized before shipping.
✔ Mark items as shipped and add tracking information promptly.
✔ Escalate failed payments to Finance as soon as possible.

Need help? 

For questions or support, reach out to the  Orders Team at orders@expertvoice.com.