Payments 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 Payments (credit-own savings/debit-bank lending you money) 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. AmeriGas Agent Web Panel Call ID: #47902 PLEASE ENTER CALL ID BEFORE REQUESTING CARD DETAILS Eckoh Troubleshooting ------------------------------------------------------------------------------------------------ If... The customer is using their speaker phone Then.... Politely ask the customer to come off their speaker as the Eckoh application will be unable to recognize the numbers which can prevent the payment from processing. ------------------------------------------------------------------------------------------------ If... The customer is flustered or makes a mistake Then.... Reset their entry by entering pound (#) 1 on your telephone keypad. Alternately, you can instruct the caller to press star (*) and re enter their card number followed by the pound key. ------------------------------------------------------------------------------------------------ If... The customer takes more than 15 seconds between digits, or takes more than 15 seconds to hit pound Then.... Instruct the caller to press star and re-enter their card number followed by the pound key ------------------------------------------------------------------------------------------------ If... You hear "PAN Length Error" Then.... This indicated that a caller did not enter 15 or 16 digits before pressing pound. Instruct the caller to press star and re-enter their card number followed by the pound key ------------------------------------------------------------------------------------------------ Demo - How to Email a Payment Receipt After Exiting the Payment Screen AmeriGas Payment Reversals The processes will vary based on factors including: - The type of payment (Credit/Debit card or E-check) - The payment date (Same day or in the past) - The system used to process the payment (Online or Agent) ------------------------------------------------------------------------------------------------ Payment Type Can Be Reversed... ------------------------------------------------------------------------------------------------ Credit card Any time, unless the credit card has expired from the time the initial payment was made. Note: If the credit card payment was taken as a down payment and then manually applied to an invoice/invoices, you will need to contact Support to de-link the payment before proceeding with this process. ------------------------------------------------------------------------------------------------ E-check The same day the initial payment was processed. Note: If the reversal is requested on a different day, Support must be contacted. ------------------------------------------------------------------------------------------------Online If the payment shows online as "scheduled," the customer can access their online payment history and cancel it before it processes. If the payment shows online as "completed," create a Billing AR case add detailed notes for the payment on the Notes and Activities tab and send an email to RCC to process the refund at RCC.SAPSUPPORT@AmeriGas.COM ------------------------------------------------------------------------------------------------ Online Payment Reversal Online payments need to be handled by the customer if the payment has not yet processed, and by the Agent if it has already been processed. ➤ Scheduled: The customer can access their online payment history and cancel it before it processes. ➤ Complete: Create a Billing AR case add detailed notes for the payment on the Notes and Activities tab and send an email to RCC to process the refund at RCC.SAPSUPPORT@AmeriGas.COM The RCC team will not resolve the case, the agent who started the case ALWAYS is responsible to resolve the case upon refund completion. Secondary Credit Checks When a customer does not have credit terms on their account but would like to establish terms use the secondary credit check process. ------------------------------------------------------------------------------------------------ Credit Rating Available Terms Credit Term Definitions 1 to 3 A030 - Standard 30 days Customer has 30 days to pay their balance after being invoiced ------------------------------------------------------------------------------------------------ 4+ APIA Payment in Advance Customer must make payment before any propane or services are provided ------------------------------------------------------------------------------------------------ 4+ A001 - AutoPay with Credit Card Customer's credit card is automatically charged the day delivery is made once the invoice hits their account ------------------------------------------------------------------------------------------------ 99 Fraud Alert The customer will not be offered credit options ------------------------------------------------------------------------------------------------ XX Error Alert A credit check with the same social security number was ran more then once for the day. DO NOT run credit check again. ------------------------------------------------------------------------------------------------ AutoPay AutoPay, or Automatic Payment, uses a saved bank account, credit/debit card or eWallet account to automatically pay invoices without having to log in or schedule a payment. If a customer chooses to enroll in AutoPay, their bank account, credit/debit card or eWallet account will be charged on the day their invoice is due. Where to see if an account is set up on AutoPay: ➤ AR Cockpit in Cview ➤ Additional Data tab ➤ AutoPay = Yes or No AutoPay for APIA Customers When a customer no longer wants to be a Pay In Advance account but did not pass or refused a credit check, you can offer to set up AutoPay to give the customer one day payment terms or A001 terms. ➤ This process should only be used for APIA customers that will be changed to A001 terms after AutoPay set up ➤ An email address must be on file for a customer to be set up on AutoPay ➤ NON-APIA customers should utilize their online account to manage their AutoPay settings and payment methods AutoPay on AmeriGas.com NON-APIA customers should utilize their online account to manage their AutoPay settings and payment methods. Payment Plans 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 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% 33% 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. 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 amerigasinfo.com 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 then the due date on the Payment Plan Set up a Payment Plan/Payment Arrangement • It can be set up even if the customer is on a dunning level 1. Pull up the account and click the plus sign 2. Create a case under Sold To 3. Case type: Billing/AR 4. Case sub type: Payment Arrangement 5. Who called in by 6. Add description 7. Save 8. Load SAP • payment term should be billable A030 but not pia ; if pia we can offer soft credit check 9. Click invoices 10. Click payment plan dropdown 11. Click Invoice tab 12. Click Payment Plan tab 13. Explain and tick the radio button of the chosen payment terms 14. Inform that Initial payment is due today 15. Click confirm 16. Process initial payment that shows APIA (make sure that you tell the customer of the next payments because they will not get any invoice nor notification) * Tick the box that shows APIA * Click the right arrow on the upper right corner then select simulate and it will auto populate the amount to be paid or key in shift+F8. (no need to type in) * Click make a payment * Proceed with the payment process * Copy Transaction Control number * Can send payment confirmation via email 17. Ask customer to sign paperwork: www.amerigasinfo.com (use: sold to number and their zip code to login 18. Verify in capture if it's done 19. Go back to USD 20. Under Billing AR tab in USD add the monthly payment amount and no of payment installments 21. If customer did not sign paper work; go to Summary > find Flags > Pending Status: To sign paperwork 22. Add notes & Activities 23. Resolve case if it was signed if not; Add to billing queue 24. Save or save & close • There will be accounts that is not eligible for payment arrangement; it is because it's tied up with Dispute and waiting for a change in the invoice. (check in the upper right screen of sap) • Customer cannot get a delivery until they pay the installment plan in full unless, they pay the entire balance. Payment Process 1. Pull up the account using Account Number or Phone number 2. Verify the account and click the magnifying glass 3. Click "Applications" then open "SAP" 4. Click "Invoices" 5. Ask for the Invoice number then select the right invoice that the customer is looking to pay. 6. Click "Make Payment" 7. Put the company code "OLPR" 8. Put the Cash Journal Number: "9002" 9. Put the Business Area: "5738" 10. Ask the customer the amount they will pay 11. Click "Execute" 12. Click the name of the customer then click "check mark" 13. Select the invoice number to be paid using the checkbox 14. Click ">>" then choose "Simulate" or "Shift + F8" 15. Click ">>" again the choose "Make Payment" or "Shift + F1": A pop up will show asking if you want to proceed then click "check mark" if yes 16. Apply amount to be paid. 17. Select for the Payment Method the click "check mark" 18. Always choose "New Credit Card" 19. Get the "Card Type" and "Expiration Date" from the customer 20. Then go back to USD, hit applications then open Eckoh NOTE: •In ECKOH, type Screen Phone ID # to Finesse. While the customer is typing in their card number, you will see on your screen that there will be a moving # in the card connect token box. •IF THERE IS AN ERROR AND THE CUSTOMER FAILED TO KEY IN THEIR CARD NUMBER WITHIN 15 SECONDS, press the #1 on Finesse to reset it again and advise the customer to key in their card information within 15 seconds. •Once the customer successfully key in their card information, it will generate a tokenize ID number that you will copy/paste to your notepad. •For additional information, we can also use the same tokenized ID in paying for multiple invoices. AS LONG AS YOU WILL USE THE SAME CREDIT CARD NUMBER. •If a customer will have to use a different card, we will have to refresh the Finesse and they have to enter their other card number within 15 seconds. •TO REFRESH, put #1 on Finesse Tool to refresh it and key in their card number. REMEMBER: •IF INVALID OR CUSTOMER IS UNABLE TO KEYIN THEIR CARD INFO/WRONG CARD INFO: **On our end: #1 on Finesse or #885 to refresh/set expectation **On customers end: they can type in (asterisk) * to refresh ECKOH •IF THERE IS AN ERROR IN ECKOH, we will hear “PAN ERROR” then politely ask the customer to press "*" on their keypad and key-in their card information. 21. Copy the screen phone ID number (ex. #15727). 22. Paste the code on finesse 40-2ZkVjWeC-4103 NOTE: the x mark will turn into a green checkmark and you will hear the whisper. That’s the time that you advise your customer to key in their card number followed by the pound “#” sign. 23. Once you hear the whisper, advise the customer to type in their card number in there phone screen. NOTE: advise the customer that they have 15 seconds to key in the Credit Card information, after they key in the Credit Card information make them select the pound sign. "I will pull up a tool to capture your account number, when the tool is ready I will give you a signal then you can put your card number in your phone keypad. You have 15 seconds to put the card number then press pound when your done." When The Red "X" mark turned on Green "check" mark give the signal to the customer. "Mr customer you can now put the credit card number in your phone keypad" •When you are about to process the payment, VERIFY WITH THE CUSTOMER: VERBATIM: Mr./Ms. (customer), we are now going to process the payment on the card ending in XXXX. 24. A tokenized ID will generate, copy and paste it on the card number section on the PPS, back on the payment cockpit. NOTE: •If there is an error because the customer failed to follow instruction on how to key in their card number, we will have to set proper expectation again with the customer that they should key-in their card number once we hear a whisper (on our end), we will give a go signal to customer to enter their card number + pound (#) sign. •IF THERE IS AN ERROR AND THE CUSTOMER FAILED TO KEYIN THEIR CARD NUMBER WITHIN 15 SECONDS, press the #1 on Finesse to reset it again and advise the customer to key in their card information within 15 seconds. 25. Hit the "check mark" and an authorization code will auto populate and transaction number will also be generated NOTE: you may provide the authorization code to the customer and ask customer if they want to receive a copy of the receipt 26. Go back to USD then add a note (click enter a note and use payment as title.) ex. Customer called in to make a payment of $10.00. Authorization code 04531. Transaction Control Number ######## 27. Then click add notes. 28. Save and close. Issue: Customer called in to set up account to payment plan. Resolution: Assisted the customer in setting up the account to 4 partial payment arrangement. Advised customer that they would need to sign the Payment Plan agreement via www.AmeriGasinfo.com and customer understood. Monthly payment will be $285.25 Success 2001787410 was posted in company code. Please take the first payment. Information Information Message Authorization Successful. Auth Code: PPS750 Transaction Control Number 0018787061 generated. issue: called in to have his bills paid resolution: assisted the customer in processing hte payment amounting 1148.98 203997706 203997867 203997967 203998167 203998267 203998367 Account # Invoice # Account # 203999699 3136828995 203999699 203999799 3136834404 203999799 203999899 3136835204 203999899 203999999 3136835304 203999999 204000099 3136835404 204000099 204000399 204000499 204000599 204003403 204003509 204003615