Second customer notice The Good Box Co Labs Limited – In Administration (“the Company”)
To our Customers:
This is the second circular to customers of the Good Box co Lab Limited (in Administration)
We can now report that over £.5m of donations have been processed since the appointment of Administrators on 28 June 2022 and the company has received numerous messages of support from customers which is gratefully received at such a difficult time.
We can further report that for the vast majority of our clients the customer journey has seen little or no disruption since 28 June 2022. Of the problems we have seen the most disruptive resulted in the loss of a day due to an administrative error at our paying bank.
A more minor issue was the failure of one of our sub-contractors to provide their service for a period of 24 hours. The result here was that a number of donations were not processed and the Administrators will be raising this issue with the sub-contractor in due course. We remain hopeful that going forward further donation runs will proceed in an uneventful manner as we begin to get to grips with a change in process to allow Charities to receive donations more regularly than once a week.
Since the Appointment of Administrators we have received numerous questions. A number of Frequently Asked Questions (FAQ’s) and the answers were published earlier in the week we attach a further set below which is based on the concerns actually voiced by Charities in their contact with us.
If you do have a question and it is not answered in either set of FAQ’s then please do get in touch.
Thank you
Frequently Asked Questions (2):
1 – Who are GoodBox?
Goodbox are the provider of the contactless devices you have to fundraise for your organisation / chosen charity – see more here https://www.goodbox.com/
For the detail, we are The Good Box co Labs Limited (In Administration) . The Company number is: 10272838.
If you need to contact us then us then you need to speak to the Joint Administrators:
By post: Frost Group Limited, Regus, One Elmfield Park, Bromley BR1 1LU
By email: goodboxcustomer@frostbr.co.uk.
By phone: 020 3747 7004
2 – Will my devices still work?
YES – with the exception of the minor issues reported above, we continue to trade and all devices remain operational with no disruption to service.
3 – Will I receive donations taken?
As far as we are concerned the answer is yes: The whole purpose of the Administrators’ appointment is to allow the Company to be returned to its Board of Directors and so allow it to continue its development; so far things seem to be working well. All donations continue to be placed in a segregated account for client funds whose purpose is to settle the funds as usual (presently on a Wednesday for the previous Monday to Sunday). You can download your settlement report from the Portal – https://portal.goodbox.com/.
3.5- So is my payment guaranteed?
Like most things in life, nothing is guaranteed. All we can aim to do is act to minimise the risks and can confirm that any donations that are processed and received by Goodbox are held in a segregated account.
4 – Can I get a refund for goods not received / leases or fees paid up front?
Please contact the Administrators directly using the contact details below –
By post: Frost Group Limited, Regus, One Elmfield Park, Bromley BR1 1LU
By email: goodboxcustomer@frostbr.co.uk.
By phone: 020 3747 7004
5 – Can I cancel my order / current contract?
Please contact the Administrators directly using the contact details below –
By post: Frost Group Limited, Regus, One Elmfield Park, Bromley BR1 1LU
By email: goodboxcustomer@frostbr.co.uk.
By phone: 020 3747 7004
6 – Can I still receive my order?
The current situation has caused an unfortunate delay with shipping new / replacement devices and accessories but we are working very closely with the Administrators, our Suppliers and Partners to resume normal shipping as soon as possible.
7 – Do I still have to pay my invoice for goods received / ongoing leases and monthly service fees?
YES – your agreement with GoodBox remains intact therefore all monies due should be paid within the agreed time period.
8 – Can I purchase new devices / extend existing leases?
YES – as an existing customer, we are able to supply you with new devices (stock permitting) or extend your existing lease – please email sales@goodbox.com if you wish to proceed. Customers are of course reminded that, for the moment, we are in Administration. We are grateful for your support which adds to our ability and view that saving the Company is achievable. However only time will tell whether we will finally be successful.
9 – I have not yet completed the sign up process – can I continue?
We cannot onboard any new clients at this time but we can continue the set up process such that when this is resolved, we are able to fully onboard you, please continue to liaise with customercare@goodbox.com
10 – When will this be resolved?
It is still early days and it is an ever changing situation, however we are working on a timetable based around a few months. The Administrators have to produce proposals within six weeks which give all stakeholders a good stear on the likely outcomes. In the meantime we plan to provide customer updates on a fortnightly basis where possible.
