Taking a payment does not require a CRM case to be created. You can get to the payment screen one of two ways:

     ➤ The Make Payment button on the customer's account in CRM
     ➤ The Make Payment button in the Accounts 
        Receivable Cockpit of the Customer Overview screen

𝐄-𝐂𝐡𝐞𝐜𝐤 𝐏𝐚𝐲𝐦𝐞𝐧𝐭𝐬

E-Checks are always taken as a Down Payment on the customer's account.

ACH (e-check) is not an instant authorization. The credit will be available on the customer's account in 1-3 days.

Required items for an E-check payment:

     ➤ Bank Key or Routing Number
     ➤ Bank Account Number
     ➤ Account Holder Name

𝐂𝐫𝐞𝐝𝐢𝐭/𝐃𝐞𝐛𝐢𝐭 𝐂𝐚𝐫𝐝 𝐏𝐚𝐲𝐦𝐞𝐧𝐭

Taking a credit/debit card payment can be done as either a down payment or against an existing invoice on the customer's account.

When no invoices exist or if the customer is making a budget payment, the Credit/Debit Card should always be processed as a Down payment.

Required items for a credit/debit card payment:

      ➤ Card Type
      ➤ Tokenized Card Number
      ➤ Valid To Date
      ➤ Cardholders Name
  
𝐄𝐜𝐤𝐨𝐡

Eckoh is a system that generates a tokenized credit card number in order to protect customer's information from the risk of fraud.

Eckoh is access from the Applications menu in CRM:

      1. You enter in the call ID number
      2. The customer enters their credit card number
         into their phone
      3. Once the customer selects the pound button a
         token appears

Eckoh allows us to process payments securely. Customers should never verbally provide their credit card information.

𝐄𝐜𝐤𝐨𝐡 𝐓𝐫𝐨𝐮𝐛𝐥𝐞𝐬𝐡𝐨𝐨𝐭𝐢𝐧𝐠

            If...                                            Then...

      The customer is using their           ➤Politely ask the customer to come off  
       speaker phone                        their speaker as the Eckoh application 
                                            will be unable to recognize the numbers 
                                            which can prevent the payment from 
                                            processing.

      The customer is flustered or          ➤Reset their entry by entering pound (#) 
       1 makes a mistake                    on your telephone keypad.
                                            ➤Alternately, you can instruct the caller 
                                            to press star (*) and re- enter their card 
                                            number followed by the pound key.

      The customer takes more               ➤Instruct the caller to press star and re- 
      15 than seconds between               enter their card number followed by the 
       digits, or takes more than           pound key.

      You hear                              ➤This indicated that a caller did not enter
      "PAN Length Error"                    15 or 16 digits before pressing pound. 
                                            ➤Instruct the caller to press star and re- 
                                            enter their card number