To Our Valued Partners

To Our Valued Partners,

We want to begin by expressing our sincerest gratitude for your continued trust and partnership. Your relationship with us is something we do not take lightly, and it is precisely because of that importance that we are reaching out today.

We owe you straightforward acknowledgment regarding recent changes: we fell short of the communication standard you deserve.

Changes to our software platform and updates to our payment deposit processes were not communicated to you in a timely manner. We understand that these are areas that directly affect your operations and planning, and the lack of advance notice was unacceptable. We take full responsibility for this gap.

To shed light on the payment setting update that caused delays to payouts. In an attempt to optimize payouts, we enabled a setting in our payment processor that sets an end of day time for paying out transfers so that a single day's transactions are batched together in a single payout.

However, this caused a one day payment delay for partners. Based on the feedback received, we decided to revert the change. The payout cadence should return to what it was before within the next 24 hrs. We'll continue to keep an eye on this over the next few days as the schedule recalibrates itself.

We recognize that being informed is not simply a courtesy — it is a necessity for you to manage your business effectively. Changes to software functionality and payment terms require advance notice so you can plan, adjust, and avoid unnecessary disruption. We did not provide that, and we are committed to doing better.

Our Commitment to You Going Forward

We are working on implementing consistent and proactive communication practices that honor and respect your time as well as your business.

You can expect the following:

Advance notice of any software updates, changes, or planned downtime striving our best to provide no less than 3-5 business days before implementation, with the exception of system wide emergencies that require immediate response (i.e outages, payments issues, reporting and reconilation problems, etc.)

Clear, written communication of any changes to payment deposit terms, timelines, policies, or reporting with sufficient lead time to allow you to adjust accordingly.

Regular communications to ensure you are always informed and that our partnership continues to function smoothly. This will potentially look like a monthly or quarterly newsletter or bulletin.

We would also like to introduce you to Rachel Ancheta, who is joining Joe as our Director of Partner Experience. She will be managing support flows, and providing additional oversight and infrastructure to these processes to ensure better and more frequent communication and support to our partners. You can reach her at [email protected]

We genuinely appreciate the partnership we have built with you, and we understand that trust is earned through consistent action, not words alone. This is our Community and we are committed to doing right by you.

Thank you for your patience, your continued partnership, and for giving us the opportunity to learn as we grow. Please do not hesitate to reach out directly if you have any questions or would like to discuss anything further.

[Linked below are additional FAQs about some of the recent changes to provide additional information and trouble shooting support for you and your team - if you have any questions please feel free to reach out at [email protected]]

Reporting FAQs All Transaction Report vs Order Item Report - https://support.joe.coffee/hc/en-us/articles/48100353687316-Understanding-the-discrepancy-between-All-Transaction-report-vs-Order-Item-Report

Understanding Your Sales Tax Value - https://support.joe.coffee/hc/en-us/articles/48069684166548-Support-Article-Understanding-Your-Sales-Tax-Value

Accounting Guide Sales Tax on Patron Rewards - https://support.joe.coffee/hc/en-us/articles/48077733173396-Accounting-Guide-Sales-Tax-on-Patron-Rewards