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Payment Plans (PAYMENT DUE)
Payment Plans are available for past-due customers who struggle to pay their balance in full on time. A Payment Plan will stop the Dunning process, so the customer does not occur any additional late fees.
➤ Payment Plans can be requested by the customer ➤ You can suggest a payment plan to the customer if they say they only want to make a partial payment on the amount due
Payment Plans
There are three types of payment installment plans
➤ Initial payment, plus one monthly payment ➤ Initial payment, plus two monthly payments ➤ Initial payment, plus three monthly payments
❖❖❖❖A payment plan cannot exceed 3 months after the initial❖❖❖❖❖
Sap Payment Initial Pay Plan Month 1 Pay Plan Month 2 Pay Plan Plan Code Installment* Installment Installment
AIT1 50% 50% N/A
AIT2 33% 33% N/A
AIT3 25% 25 % 25%
Month 2 Pay Plan Installment N/A N/A 25%
*Initial Payment Plan Installment is due at the time of the Payment Plan being set up.
+++++++++++SPECAIL GL IS CAPITAL A++++++++++++++++++++
AMERIGAS ADVANTAGES
while I am pulling up your account, I would like to give you a heads up regarding the Amerigas Advantage where you can keep track of your propane usage, check delivery status, and manage your account like paying your bills online and placing an order at www.amerigas.com
ACCOUNT NUMBER: PHONE NUMBER: CALLED IN BY: NOTES: RESOLUTION:
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(Payment Plan Agreement)
Here is an example of an AIT3 Payment Plan Agreement.
➤ Initial payment, plus three monthly payments ➤ Remember to have the customer go to AmeriGasinfo.com to electronically sign the Payment Plan Agreement
+Payment Plans+
Important items to remember about Payment Plans:
❖ Any deliveries needed while the customer is on the installment plan are treated as APIA regardless of the customer payment terms. ❖ Accounts should be switched to will call if they are set up for auto-delivery. ❖ The customer must make the initial first payment at the time the payment installment plan is set up. ❖ Customers in any Dunning level qualify to be set up on a Payment Plan. ❖ No invoice is mailed to the customer during the Payment Plan, payments are due every 30 days for a maximum of 90 days. ❖ Any payment not posted by the due date or received for less than the minimum payment amount causes the account to go into the normal dunning process.
(Reverse a Payment Installment Plan)
If a Payment Plan is created in error or the customer wishes to be removed from the Payment Plan:
➤ Submit an ESS Portal-SAP Support request to reverse a Payment Plan ➤ This process is not needed if the customer pays the remaining amount due in full or pays earlier than the due date on the Payment Plan
(Disputes Overview)
Creating a dispute on the customer's account will credit their account the amount of the dispute. A new invoice will not be sent to the customer, they will see the account credit on their next invoice.
There are two types of Disputes: ➤ FI Disputes or Finance ➤ SD Disputes or Sales and Distribution
Dispute Type Description & Examples
FI Dispute ➤ Disputes that will be resolved by creating an FI Credit Memo (without any impact to material, quantity, rate, tax, etc.) ➤ Require one approval in Dispute Management ➤ Example: A customer calls and asks for a waiver of a late fee
SD Dispute ➤ Disputes that will be resolved by creating an SD Credit Memo (with an impact to material, quantity, rate, tax, etc.) ➤ Require one approval in Dispute Management ➤ Require a credit memo request after approving the dispute ➤ Example: A customer calls to dispute the rate per gallon
FI Disputes
Fl disputes are resolved by the creation of an FI Credit Memo without any impact to material, quantity, rate, or tax. These disputes approve in dispute management, and once approved the credit will post automatically to the customer's account.
OTHER
FI- Refund - Request (Credit Bal & Sec Dep) FI - Refund - Security deposit FI-State of Illinois - ILMPC Sales & Use Tax Refund FI- Retention discount FI-Late fees FI- NSF fee FI-Gas Leak FI-Out of Gas Credit
++++++HOW MANY DAYS DO WE CLEAR OUR CHECKS? 3 DAYS+++++++
SD Disputes
SD Disputes are resolved by creating a Dispute and an SD Credit Memo as they do have an impact on material, quality, rate, or tax. There is a single workflow approval process for both the Dispute and Credit Memo.
❖SERVICE PACKAGE / SERVICE BILLINGS❖ *SD - Reconnect charge *SD - Dispute on Parts/Labor Used
❖SD-PRICE DISPUTES❖ *SD - Price Dispute *SD-BOR error (Delivery error) *SD - Meter Read Correction *SD - Other Delivery Errors
❖OTHER❖ *SD-Cylinder/Tank Rent - Reversal - ALL AMOUNT *SD-Cylinder/Tank Rate - Amount Dispute - PARTIAL AMOUNT
❖SD-FINAL BILL CHARGES❖ *SD - Pick Up - Tank - Service Charges Dispute *SD - Pick Up - Term pump out & pick up fees *SD - Pick Up - Credit fuel in Company Owned tank *SD - Pick Up - Credit fuel in Customer Owned tank *SD-Pump Out Credit
❖SD - ALL FEES❖ *SD - Hazmat *SD-Fuel recovery *SD - Non-propane-related fees *SD-Will-Call Convenience Fee *SD-Early Termination Fee
(Impact on the Customer)
Once a dispute is created, it needs to be processed in a timely manner
❖❖❖❖❖❖❖❖❖❖❖❖$100 FOR PARTICULARLY ONE CUSTOMER IF THE CUSTOMER WAS ALREADY CONSUMED THE $100. THEY CAN NOT APPLY FOR A DISPUTE AGAIN. THE $100 WILL RESUME EVERY YEAR.
Impact on the Customer
Once a dispute is created, it needs to be processed in a timely manner
CREDIT MEMO APPROVAL LEVELS
Job Role
CXA I/CXA II - $100 Senior CXA Supervisor, Central Billing, Team Lead CX Supervisor/Del OS Supervisor/Service OS Supervisor/ Business Services Supervisor CX Manager/Del OS Manager/Service OS Manager / CES Manager - Business Services FSC Supervisor CES Assistant Director FSC Manager FSC Director (including CES Director) Corporate VPS
(Creating the Dispute Case)
REVERSE - Verify Customer (Account #, Address, Name, Phone #, Email Address)
FILES - Confirm Customer needs, and look for an existing case before creating a new one
NOTEPAD - Research the account to determine if the dispute is valid
BOX CHECK - Create the dispute in the Account Receivable Cockpit, including detailed notes
(Closing the Dispute Case)
BOX CHECK - After creating the dispute, go to CRM Billing A/R Tab and enter the dispute number, reason for the dispute, and credit amount
PIN - Go to the Notes and Activities tab and enter notes on the case
BLUE FLAG - On the Summary tab, set the flag for Dispute Processing
DRAFT BOX - Add the case to the Billing Queue
(Rebill vs. Dispute)
Rebill: Customer wants a new bill with proposed dispute changes included.
Dispute: The customer only needs a dispute, which will put the credit on the account; no new invoice is sent.
There are 3 main reasons that a rebill would need to be done: ➤ Customer wants a new invoice with the correct information on it. ➤ Delivered to the wrong customer ➤ Any time there are tax implications
❖ Note: If a National Account customer requests a rebill, you should create the case, do not put the request into business services for the rebill, but rather make your notes on the case and place the case in the National Accounts queue.
❖Rebill Reasons❖
➤ Price Adjustment- If the customer was billed the incorrect price per gallon and is requesting a new invoice. ➤ Wrong Quantity- Incorrect gallons invoiced to the customer. ➤ Wrong Tank/Customer- Incorrect customer is billed for delivery. ➤ Taxes- Correcting taxes on invoices. ➤ Fees- Use if we are disputing hazmat, fuel recovery, will call, and meter fees. ➤ Cancel/Reject Order with No Rebill- Not for general use. ➤ Rebill at No Charge- This is used when a customer is invoiced and should not have been charged. Approval is required! ➤ Remove line item from invoice- Used when removing a single item from a multiple-item invoice. This will be covered during service training.
❖Accessing Business Services❖
To access the available Business Services Requests, select Business Services from the applications menu and click the type of request to submit.
Rebill Request - Rebill an existing invoice for a customer with a billing issue.
❖ Applications (LIST OF CHOICES) ➤ Back New Customer $ Pricing Contract Existing Customer Close Single Ship To Credit & Collections Central Pricing ❖Rebill Request❖ Account Setup (Batch Proc... National Account Update
❖❖❖❖❖❖❖❖❖❖❖❖❖❖❖INVOICE❖❖❖❖❖❖❖❖❖❖❖❖❖❖❖❖
❖ There are multiple types of rebill requests, you will select the correct type once in the Rebill Request form.
LATE FEE IS FI - LATE FEES