Billing and Autopay with Lockstep

How to Access and Manage Invoices with Lockstep

AutoPay enrollment is required starting Monday November 25th, 2024. 

Dispensaries can easily access, review, and pay their invoices through a portal called Lockstep. For added convenience, you will enroll in AutoPay to simplify the payment process.

Steps to Setup Lockstep

Access to Lockstep is sent via email directly to the point of contact Dutchie has on file; that point of contact can access the portal by clicking the ‘View Statement’ button in the email. To learn more about the Lockstep portal, click here for a three minute overview.

Steps to Enroll in AutoPay

1. Confirm a single ACH payment method to be used for all invoices.
2. Look out for an email from GoCardless, our AutoPay processor. This email will contain a secure sign-up link.
3. Follow the link and complete the enrollment process.
4. Enrolling in AutoPay ensures timely payments and helps maintain uninterrupted service, giving you peace of mind.

How to Pay an Invoice in Lockstep

If you are not enrolled in autopay:

1. Click the invoice in the 'Invoice Number' column.
2. The invoice will be downloaded to your computer -> click the invoice once downloaded.
3. If the invoice is from prior to July 31st, 2024, you will need to either EFT or wire the balance to Dutchie following the instructions outlined on the invoice. Alternatively, the original invoice with links to pay was sent to your billing contact’s email.
4. If the invoice is from August 1st, 2024 or later, you will click the 'Pay Now' button on the invoice to process the payment.

If you are enrolled in autopay:

For all invoices generated after autopay enrollment, the invoice balance will be automatically pulled from your account on the invoice due date or on the date you scheduled payment. No additional action is needed within Lockstep to process payment.

If you have open invoices prior to your enrollment, please send an email to askbilling@dutchie.com with the subject "Past Due Balances: Enrolled in AutoPay" noting confirmed, and we will process your open invoices using the payment method we have on file

Can I provide a partial payment to an outstanding invoice?

No, the balance must be paid in full. If a historical invoice is marked as Partially Paid, payment through the portal is not available. An EFT/Wire will need to be submitted for payment of the invoice. If payment instructions are not on the partially paid invoice, they can be found on invoices generated after August 1st, 2024.

Lockstep Portal FAQs

How do I access my Lockstep portal?

Access to Lockstep is sent via invoice emails and reminders to the Billing point of contact Dutchie has on file. If you are the Billing point of contact for Dutchie, navigate to your inbox and search for the most recent invoice email from Dutchie. Please note there is not a specific login or password to access Lockstep - access is via the invoice.

I can’t find the email from Lockstep to access my portal. What should I do?

Please reach out to askbilling@dutchie.com and Dutchie’s Billing department can resend the Lockstep portal email.

Invoice FAQs:

How do I find my invoices?

If the invoice in question was generated on or before July 31st, 2024, the detailed invoice can be found in your inbox on or around the date of issuance. I recommend searching by the invoice number. 

If the invoice was generated on or after August 1st, 2024, you can find the itemized invoice within the Lockstep portal.

If you are still unable to find your invoice, please reach out to Dutchie Support.

Why am I receiving multiple emails from Lockstep about my invoices?

Lockstep will send automated emails until an outstanding invoice is paid. This is intentional to remind you of upcoming balances or past due invoices.

What if I have an invoice that has a ‘pay now’ button that doesn’t work?

That invoice was likely generated prior to Dutchie’s transition to Lockstep. For invoices generated prior to July 31st, 2024, you will need to either wire or ACH the invoice amount to Dutchie (Dutchie’s banking details are on the invoice). 

Why am I seeing different billing terms on my invoices?

If the customer is not enrolled in autopay and/or the invoice was generated prior to July 31st, 2024, the invoice will have net 30 payment terms.

If a customer enrolls in autopay, the invoice will have net 15 payment terms.

Invoice Payment FAQs:

Where or how can I pay my invoice?

If the invoice is from prior to July 31st, 2024, you will need to either EFT (electronic fund transfer) or wire the balance to Dutchie following the instructions outlined on the invoice. Alternatively, the original invoice with links to pay was sent to your billing contact’s email. 

You can find the wire/EFT instructions on any invoices generated on or after August 1st, 2024. After payment submission, please send an email to remittance@dutchie.com using the following template:

Subject: Payment for Invoice #

Hi Dutchie Billing,

I submitted the payment amount of $[amount] on [date] via [payment method]. Payment should be applied to invoice number(s): [insert invoice numbers].

Thank you!

If the invoice is from August 1st, 2024 or later and you are billed by Account, you will click the 'Pay Now' button on the invoice to process the payment.

What happens after I submit a payment for an invoice?

Dutchie will process the funds within 4-6 business days. Once processed, the invoice will move from the ‘Open Invoices’ tab to both the ‘Closed Invoices’ and ‘Payments’ tabs in Lockstep. 

In the ‘Closed Invoices’ tab, the customer can view the invoice number, invoice date, amount paid, date paid, and the transaction ID.

In the ‘Payments’ tab, the customer can view the payment date, the payment amount, transaction type, and which invoice the payment was applied to.

Can I pay my invoice by credit card?

Payment by credit card is not available. Payment options (EFT/wire) are outlined on your invoice.

Can I provide a partial payment to an outstanding invoice?

No, the balance must be paid in full.

What if I want to dispute an invoice?

Within the Lockstep portal, customers have the option to send a message; dispute an invoice; promise to pay; download an invoice; or export an invoice. Once an invoice is disputed within Lockstep, Dutchie Billing will be notified and will review your dispute. To learn more about how to navigate the Lockstep portal, click here for a three minute overview.

Autopay FAQs:

Who is eligible for autopay?

Customers who are invoiced on an account level.

Who is not eligible for autopay?

Customers who are invoiced on a location level.

Why am I not eligible for autopay?

Unfortunately, autopay is not currently available for customers who are billed by location. You can become eligible for autopay if you pay invoices for all of your locations through one bank account. If you choose to go this route, please confirm you have consolidated payment through one bank account by reaching out to Dutchie Support.

If you would like to keep your payment terms (billed by location), you are able to pay invoices via the wire or EFT (electronic funds transfer) instructions provided on your invoice. Any invoices generated on or after August 1st, 2024 should include the banking instructions.

How does autopay work?

Once enrolled, payments for any new invoices will be automatically processed 15 days from the invoice date. 

Here’s how the invoicing works:

Dispensaries have the right to dispute an invoice at any time within the 15-day window. However, to ensure sufficient processing time, disputes should be raised no later than 9 days after the invoice is generated.

I’m eligible for autopay and am having trouble enrolling. What should I do?

Please email askbilling@dutchie.com so we can resend the GoCardless enrollment link.

Where can I request an update to my autopay banking details?

Customers can ask to update their autopay banking details by contacting Dutchie Support via email or chat.

How quickly will autopay details be updated?

Adjustments to autopay banking details can take up to 2 weeks to process.