About service fees for SaH and NDIS orders
If you're servicing government-funded customers (SaH and/or NDIS), you can enable a Service Fee of 1%, 2%, 3%, or 5% to automatically apply to these orders.
Service Fees are designed to help cover the operational costs involved in supporting SaH and NDIS customers, including:
- Creating and managing customer profiles
- Handling SaH or NDIS applications
- Generating compliant split-payment invoices
- Managing reconciliations
- Providing ongoing support to Customers, Care Providers and Plan Managers
If you’re accepting manual (phone) orders, you can also apply an Assisted Order Fee, which is automatically added to the Service Fee on the invoice.
Importantly, Service Fees are not paid upfront by the customer. They appear as a separate line item on the invoice and are included in the portion billed to the Care Provider or Plan Manager (paid from the customer's funding package).
How to enable service fees for SaH and NDIS orders
How to respond to queries about service fees
You may occasionally get questions about service fees. To help you respond, we've included a clear explanation below.
Our Service Fees help cover the additional operational costs involved in supporting government programs. This includes things like setting up and managing customer profiles, handling applications, generating compliant split-payment invoices, reconciling payments, placing manual or phone orders on a customer's behalf, and providing ongoing support to customers, Care Providers, and Plan Managers. The fee ensures we can continue delivering a high level of service to everyone involved.
Additional Information
Need more information? Contact Cookaborough Support:
✉️ [email protected]