Billing FAQ

General

Why am I being charged sales tax on my background checks?

In 2018, the US Supreme Court’s decision in South Dakota v. Wayfair changed a long-standing tax rule that only required companies to collect and remit sales tax in states where they had a physical presence, or, “physical nexus.” As a result of Wayfair, states can now require businesses with economic nexus to collect sales tax on out-of-state sales. This means that we now are required to collect and remit sales tax in locations that previously did not require it.

Read more about Sales Tax and Exemptions

Am I charged for skipped or expired screenings and drug tests?

No. Any screening service which was not initiated (candidate did not provide information, or drug screen was not taken) will not incur a charge. Customers with “on-demand” billing will see a refund to the original credit card used to make the purchase. Invoice customers are either not charged (if return happens in the same month) or credited on the next billing cycle.

What’s the difference between on-demand (pay-as-you-go) billing and monthly invoicing?

On-demand billing is for customers who purchase less than $5000 annually. These customers are required to pay for checks and services at the time of purchase with a credit card on file. Customers with a monthly invoice account, are billed each month for the previous month’s charges and typically have net 15 payment terms.

I want to cancel my subscription.

GoodHire is not a subscription service. All background checks are purchased individually. If you signed up and ordered an initial background check and failed to complete the candidate information, you will be automatically refunded after 30 days and will not incur any recurring charges.

If you have Ongoing Alerts activated for an employee, log in to your account, navigate to “Ongoing Alerts” from the dashboard and click the “Manage” link next to the employee you wish to deactivate. Follow the prompts to complete.

We do offer a few annual platform subscription options for our high-volume sales customers. If this is what you are looking to cancel, please reach out to the Support Contact listed when you log in to your GoodHire account.

Which screening services have pass-through fees?

The following services may have pass-through fees depending on the data provider and jurisdiction. Read more about Pass-Through Fees.

• County Criminal Court Search
• Civil Court Search
• Statewide Records Search
• Motor Vehicle Records Search
• Employment Verification
• Education Verification
• Drug Screening

On-Demand Billing

Which credit cards do you accept?

We accept Visa, Mastercard, American Express, and Discover.

How long does it take to get a refund on my credit card?

Once an order is canceled or expires, customers will typically see a refund on their credit card within 3-7 business days. Orders which do not have the proper information to start processing will automatically expire after 30 days. For example, if your candidate never completes their personal information, the background check will not process and you will receive an automatic refund after 30 days. You may also manually cancel any check before it starts processing for a full refund.

If I’m pay-as-you-go, will I receive an invoice or statement at the end of the month?

No. Customers who pay on demand, will only receive a receipt showing the purchase. To see all purchases, log in to your account and go to Billing > Order History.

I accidentally ordered two checks, I need a refund.

If your candidate’s background check has not yet started processing, you may cancel and receive a refund directly from your GoodHire dashboard.

Why am I seeing a bunch of charges on my credit card when I did not order anything recently?

Please review your credit card or bank statement and confirm if they are charges or refunds. If you ordered a background check and it did not complete, you will be automatically refunded after 30 days. You will receive a refund for each search ordered in the background check. For example, if you ordered a Premium Package, you will see 7 individual refunds sent to your account. Because this amount differs from the original amount charged, many customers confuse them for additional charges.

How can I qualify for monthly billing?

Customers with an annual spend of at least $5000 may apply to be transitioned to monthly invoice billing.

Monthly Invoice Billing

What options do I have for paying my monthly invoice?

There are several different options to pay your invoice, all of which are listed on your invoice statement each month.

• Pay online with a credit card or ACH
• Auto Payment
• ACH/Wire Transfer
• Bill.com
• Check Payment

Users with a GoodHire account can log in and pay online or set up auto-pay with a credit card or ACH account. Learn more about adding a Billing User to your account.

How do I add a Billing User to my account?

Any Administrator user on the account can add an Accounting/Billing user by logging in or calling our support team at (855) 496-1572. Learn more about adding an Accounting/Billing user to your account.

How do I set up automatic payment?

As an Administrator or Accounting/Billing user, log in to your GoodHire account. Click on “Billing” in the left navigation and you’ll be taken to the Payment page. If you do not have a payment method saved, add one first. You will then see a box at the top of the screen to enroll in Automatic Payment. Click the toggle button to “On” to enroll.

Please note, if you have any outstanding invoices, they will not automatically be paid, and you’ll need to pay for them manually. You can do this by clicking on “Invoices” and selecting which invoices you’d like to pay.

When will automatic payments be processed?

Automatic payments are processed on the invoice due date. For example, if an invoice is sent on the 1st and has net 15 terms, it will be due on the 15th of the month. Your automatic payment will be processed on the 15th.

I’m a TriNet customer, why have I not received an invoice?

As a TriNet customer, you may be billed directly by TriNet for your GoodHire background checks. Please do not send payment if you have not received an invoice. If you are unsure, log in to your account as an Administrator or Accounting/Billing user, and click on “Billing” in the left menu. If you do not see an option to view “Invoices” then there are no outstanding invoices due directly to GoodHire for your company and you should await your invoice from TriNet.

Prepaid Billing

How do I reload my balance?

You can reload your balance with as little as $5 or as much as $2000 online in your GoodHire account. Log in to your account and click on “Balance” in the top header. Then click on “Reload Your Balance” from the menu. Enter the amount you wish to deposit, the credit card information, and click “Reload” to process your order.
Please note, all deposits are non-refundable and you have a year to use your funds for any purchases made including background checks, drug screenings, pass-through fees, and sales tax.

Are prepaid accounts reloaded automatically?

No, customers must manually reload their balance by logging into their account or contacting their Success representative.

What happens when my balance runs out?

If your balance runs out completely to $0, your prepaid account will be closed and you will be required to pay at the point of sale going forward with a credit card on file.

You can continue to use your account by reloading the balance anytime before it runs out. You can also create a new prepaid account by clicking the “Get a Discount” link at the top of the account screen and prepaying once again for multiple background checks in advance.