Freeman transitioned our invoicing platform in late February to deliver clearer invoices and facilitate easier payment for you.
Over the past several weeks, we have been made aware of invoicing discrepancies related to our new platform implementation resulting in accidental overcharges or double invoices to some customers. We are aware of this issue and are working diligently to correct it. Processing refunds, reducing wait times for our call center, and reconciling the technical challenges related to our platform transition are top priorities for Freeman. We have set a high standard of service at Freeman and intend to continue to live up to it.
Then (pre February 21, 2022)
Pre-Show Orders, Payments & Invoices:
Any products you order on FOL or through the call center before you are at the event will be invoiced at the time the order is placed. If you have payment info on file with us, you will be charged immediately. If you do not have payment info on file with us, you will receive a balance due invoice that you can pay using Freeman Pay. You will not receive invoices for show site services until you are at the event.
*Add the [email protected] email address to your contacts or tag it as a trusted email address to ensure successful invoice delivery. This can be completed by opening an email from [email protected] when received, right clicking on the email address, selecting your desired option and selecting save.
I have an invoice discrepancy, what should I do?
Please call Freeman’s call center at (888) 508-5054. We are aware of some discrepancies following our invoice platform transition. Correcting these is a top priority for Freeman, and we have a dedicated team that is focused exclusively on this. We expect the longer call center wait times to decrease as a result. We deeply appreciate your patience as we work through this.
I haven’t received my refund. Who do I contact?
Right now, the best course of action is to call Freeman’s call center at (888) 508-5054. We know this is critical for your business and we don’t take this issue lightly. We have added resources to ensure required refunds related to the platform transition are processed quickly. As these actions take effect over the coming weeks, we expect the longer call center wait times to decrease. We deeply appreciate your patience as we work through this.
I have an MSA/SOW/negotiated credit terms, how does that impact this process?
We are following the obligations outlined in your contract. Payment is required within the negotiated timeframe; however, that timeframe begins when you receive your invoice. In the past, Freeman issued full invoices on the day of your event. Now, you receive an invoice each time an order is made. For example, if you order chairs six weeks prior to an event, your invoice payment period will begin the day of your order (not the day of show close).
I am getting multiple invoices, what do I do?
Freeman now sends an invoice after every order is made, so it’s normal to receive multiple invoices in advance of your show. Please note that in the past, Freeman issued full invoices on the day of your event. Now, you receive an invoice each time you place an order.
Why am I getting invoices before my show starts?
In the past, Freeman issued full invoices on the day of your event. Now, you receive an invoice each time an order is placed. This change was made to make it easier for you to match invoices to your orders and payments.
I have a card on file – why haven’t I been charged yet?
Processing may take up to 24 hours. If your invoice indicates that you have a balance due, please click the link on the invoice to validate and/or submit a new method of payment.