help
Most answers are below. If yours isn't, ask us at the bottom of the page.
We'd love to hear from you. Really.
buying and billing
What do I need to give you when I subscribe?
Your NetSuite account ID and an email address for the “your bundle is ready” message. That’s all. We never need your NetSuite login.
How long until I can install easyDun?
Usually 1 to 2 business days after you subscribe. We email you when the bundle has been shared with your account.
Does the price include GST?
No, pivotworks is currently below the revenue threshold for reporting GST in Australia. If this ever changes, the price will not be increased, however if pivotworks does get to this point, our invoices will start to show GST reportable.
installing
How do I install easyDun?
In NetSuite, go to Customisation > SuiteBundler > Search & Install Bundles and search for “easyDun”. Agree to the Terms & Conditions when prompted. (More detail on page 3 of the User Manual)
It will only appear once we've have confirmed that you have access.
NetSuite asked me to enable some features. Is that normal?
Yes. The installer checks your account for the features easyDun needs and may ask you to switch some on.
using easyDun
Will easyDun email out previous existing invoices?
No. It only emails transactions dated after the day you installed it, and each transaction is emailed once. (More detail on page 17 of the User Manual)
Will easyDun start sending emails as soon as I install it?
No. It arrives switched off, and nothing goes out until you turn Bundle Mode on. Set it up first, then switch it on when you’re ready. (More detail on page 5 of the User Manual)
How do I stop easyDun chasing a customer who has promised to pay?
Enter a date in the “[eD] Pause Followups Until” field on their Customer record. easyDun leaves them alone until that date has passed. (More detail on page 13 of the User Manual)
Why aren’t any emails going out?
Check the Bundle Mode first. When it’s off, nothing is sent, regardless of whatever else is switched on. If it’s on, look in the Error Logs under the easyDun menu. (More detail on page 17 of the User Manual)
cancelling and refunds
How do I cancel?
Use the Manage subscription link on this website. easyDun keeps working until the end of the month you’ve paid for.
Can I get a refund?
We don’t refund part-months if you simply change your mind. You will get a refund if:
we can’t make the bundle available to your NetSuite account within 10 business days of your first payment (a full refund)
we stop offering a bundle (a refund for any paid time after it stops)
we charged you by mistake, for example after you cancelled, or twice for the same month.
your data and security
Do you ask for my NetSuite password?
No. We only need your NetSuite account ID to share the bundle, and we’ll never ask for your password by email. Please don’t send passwords, logins or card details by email.
Do you store my card details?
No. Your card details go straight to Stripe, our payment provider. We only see the card type, the last four digits and the expiry date.
Can pivotworks see my NetSuite data?
No. easyDun runs entirely inside your NetSuite account and doesn’t send your NetSuite data, or your customers’ details, to us. If you ever give us access to help with an install or support request, we use it only for that job, keep anything we see confidential, and end the access when the job is done.
Where is my information stored?
Some of our providers store information outside Australia, including in the United States. Zoho, which holds our customer records and email, stores ours in Australia.
How do I see or correct what you hold about me?
Email grow@pivotworks.au. We’ll respond within 30 days, at no charge.
ask us
Tell us what's going on and we'll reply within 1 business day.
We're in Brisbane, so replies come during Queensland business hours.
Please don't send passwords or NetSuite logins.
Is there a NetSuite job you're still doing by hand?
Tell us about it. It might be our next bundle.