SphereMail Operators

General Questions 47

• What activities are charged right away and what activities get charged at the end of the month→
• When we attempt to sign up a user for our location, we receive an error message indicating that the email is already taken?
• Why are our customers charged for any services or activity we provide? →
• How often are we expected to ship mail? Is there a SphereMail policy around that? →
• How do we add additional business names to a customer's account? →

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Manage Mail 40

• Can you confirm when do storage fees go into effect? (is it 30 days?) →
• How do we handle cancelled customers' mail?
• How do we charge for the forwarding of the package? Do we charge a handling fee as well?
• For forwarding mail, is the price that I can set for each plan just the fee that our business takes (not including the cost of postage)? Or should it include that postage cost? →
• Is there a way to have the tracking number of forwarded mail included on the customer side? I saw that there's a "message" field- is the easy solution to just copy and paste the tracking number there for them to view it? →

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Operator General Settings 21

• Do we have access to a detailed history report of all customer transactions? →
• What are the requirements to operate as a virtual office provider in Ireland? →
• How is tax handled on the platform in the U.S. and/or other countries? →
• Where can I download CA 17583.5 document?
• Is there a way for you to modify the hourly conference room access to a dollar credit amount that can be used towards our meeting rooms and workstation rentals? →

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The Virtual Phone Number and Live Answering Services 22

• Do you charge the operator for voice message setup or personal recording? →
• Do I have to offer all the services on the platform? What if I am already offering live answering services or notary services and I don’t want to offer them through the SphereMail platform? →
• What is the difference between a virtual phone number and a land line/cell phone number? →
• What are the differences among all the live receptionist plans? →
• A customer signed up for virtual phone service, is there anything we need to do as an operator? →

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Manage Customers 21

• Is there a way for a customer to add an additional recipient and for me to mark it free of charge after they add it? Or do I need to add the recipient? →
• How can we re-assign a mailbox number? →
• What to do if one of my customers is unable to log in to the SphereMail's portal?→
• How does canceling or deactivating a customer affect billing or their box number?→
• Is there a way to delete a mailbox number from an inactive customer's account so it can be reused by a new customer? →

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Billing 18

• We have a customer who is on monthly subscription but wants to switch to the 6 months or yearly plan. Will their new rate be pro-rated with what he has already paid?
• Is there any way to apply a credit to a client's account? (In the event they prepay)
• Can a customer add their credit card now for the future start date of their plan?→
• Our customer just entered their Credit Card, why were they charged on all pending invoices since the date they were activated?→
• How do we handle a customer's deactivated account that's been locked out due to non-payment? →

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