Secure Invoicing
I have a few concerns about the new Secure Invoicing upgrade we are being basically forced to do. We don't have online payments from our customers and probably never will. So now instead of emailing...
Forum Discussion
Hi Mike_MYOB ..for a secure payment feature????? How exactly does the business turnover have anything what so ever, valid or reasonable, to do with secure payments, I think we would all love to know how and why... No explanation so far from the standard party line script from MYOB gives any legitimate reason for needing those details.. a direct debit authority has also been given to have a subscription. MYOB is being challenged for asking for details that don’t make any sense within the secure invoicing platform and as consumers we have that right.. MYOB have taken away an important function we are already paying for.. give people the option to make it “secure” and if they don’t want that option, let them continue using their software the way they have been and have been paying for.. MYOB don’t care about their loyal customers that genuinely question the validity of these questions and requirements.
Hi CJST
Apologies if I was not clear in my previous posts, I will attempt again
MYOB has combined two key invoicing features into what we are calling 'secure invoicing'
The two features are:
- Secure distribution (of invoices)
- This includes sending invoices through the MYOB software via email, SMS or copylink
- Secure payments
- This is the ability for customers to accept payment of their invoices via multiple secure online payment methods such as Visa/Mastercard
I have previously explained 'why' MYOB wants to make this change, so I wont go over this again.
But the verification requirements are linked to each feature
Secure/Online payments requires KYC (Know your customer) verification, this is where business identification, and turnover are required.
And although most customers already have a direct debit agreement with MYOB, these are typically a 'fixed amount' agreement for the monthly subscription. Whereas (if used) the Online payments is a variable amount each month and therefore we are requesting an updated direct debit agreement.
Secure distribution of invoices, due to MYOB wanting this feature only for verified businesses to assist in reducing invoice fraud, this also requires business identification.
The business identification is rigorous, and some are concerned about providing director IDs etc, but I will also re-write here, that the verification is not whether a business is real or not, but that the people who have opened an account with MYOB under that business name, are legitimately associated with that business.
For example, business names, addresses, ABNs are all publicly available information, even owner/director names in a lot of cases. So an account with MYOB could potentially be opened by someone who is not actually associated with that business.
They could then begin sending invoices, leading to invoice fraud. By verifying the people using MYOB software to send invoices are genuinely associated with the business, we help to reduce invoice fraud, while also providing additional securities and features to our customers.
Hello Mike_MYOB Community Manager
Interesting you only touch briefly on my question of "Turnover" and reference as your response
"Secure/Online payments requires KYC (Know your customer) verification, this is where business identification, and turnover are required.
And although most customers already have a direct debit agreement with MYOB, these are typically a 'fixed amount' agreement for the monthly subscription. Whereas (if used) the Online payments is a variable amount each month and therefore we are requesting an updated direct debit agreement"My response to this would be for MYOB to actually read the AUSTRAC Customer identification: Know your customer (KYC) which you yourself reference.. I have posted a link to help with this. https://www.austrac.gov.au/business/core-guidance/customer-identification-and-verification/customer-identification-know-your-customer-kyc
I have also contacted AUSTRAC for clarification. They said that there is nowhere under the ACT that require the gaining of turnover figures to identify a customer. So, the KYC reference does not legitimize the gaining of that information. MYOB gaining that information is for your internal practice only and nothing at all to do with KYC. AUSTRAC also outlined the use of the external validation practice MYOB are using with the third party.. We as customers have not agreed to our information being used by a third party, and many MYOB responses have been that they don't retain the information just validate it, how do they validate the turnover? And why ask for it if MYOB don't retain that information.?.
"Whereas (if used) the Online payments is a variable amount each month and therefore we are requesting an updated direct debit agreement"... for the users that don't ever intend to use that option the requirement should not be FORCED on them to continue to email an invoice, and MYOB should not hold those updated direct debit agreement as a result.
MYOB has shown their "Take it or leave it" attitude with these changes and as such I feel I have no options and have been directed towards OAIC and AFCA to put in formal complaints against MYOB for the practice they are pursuing and forcing businesses to comply with. I will continue to help all my clients to fight these forced changes, none of them are happy and I some have already moved away from MYOB after more than 20 years.
Dear Mike,
Would you be so kind as to advise how many of your customers you have exempted from being "verified" and re-instated their ability to email invoices, after they lodged a complaint with AFCA?
If MYOB is willing to forgo this requirement for some customers, why not all customers?
This provides further evidence that your above arguments are flawed and have no legal basis.
Lisa, I don't think they will provide you that information. It is my opinion that MYOB are aware that they are breaching financial regulations but that the potential gain from skimming a percentage off of every invoice through their payment facility is worth the potential for litigation stemming from data insecurity or penalties. I won't be surprised if this comment is removed by the moderator, as have some of my previous comments that cut a bit close to the bone.
Agree CJST with everything you have said. What if I say I have only 1 employee with a turnover of $300k? Is MYOB want to need proof? You could put any figures you want which does not prove anything.
A very simple solution to this HUGE issue, that is causing such ANGST (including negative publicity) amongst your customers, would be to separate the two features, so that your customers can CHOOSE which feature they would like to use. Using the second feature may well be dependant upon signing up for the first, but it is not at all necessary to sign up for the second and then opt out of the second, just to get access to the first.
That I certainly will, and I'll lodge a complaint with AFCA, as it is apparent that MYOB will only take sensible action when forced to by the external regulator. Such a waste of your resources and ACFA's.
If only MYOB would remember the old adage "the customer is always right".
I'm not holding my breath in anticipation.... (insert laughing emoji here!)
Hi LisaL2 ,
I don't have that information available, but exemptions are certainly rare, even if there is formal complaint.
I note that you have been using Facebook messenger and also posted to our facebook page as well.
If you do want to take this further with MYOB and/or make a formal complaint, I would please encourage you to follow the appropriate complaints process outlines on our website (myob.com/contactus)Hi Mike_MYOB - Just 21 hours later and I have an exemption from MYOB. Maybe they're not that rare after all. The lovely lady I spoke to confirmed what I have seen on this forum - there has been plenty of push-back from customers and as a result, recommendations have been made to management to change the process.
LisaL2 are you able to send me the information on how to contact AFCA to gain that exemption please?
Hi PLButchers you can contact our complaints team by emailing feedback@myob.com or you can visit myob.com/contactus and scroll down for the full details.
"Contacting AFCA" is not the process for obtaining an exemption from MYOB. AFCA also require that you have attempted to resolve any concerns with your provider directly first, so you will need to work with us directly on your concerns firstI went through their website:
https://www.afca.org.au/make-a-complaint
Strangely enough, after contacting AFCA I got a super-prompt response from MYOB. Furthermore, the "customer complaints" team at MYOB is singing from a different song sheet than the team monitoring these chats are.
