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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
routing number contains 9 DIGITSSS
Credit/Debit Card Payments 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:
- You enter in the call ID number
- The customer enters their credit card number into their phone
- Once the customer selects the pound button a token appears
If... Then... The customer is using their speaker phone • 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. The customer is flustered or makes a mistake 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. The customer takes more than 15 seconds between digits, or takes more than 15 seconds to hit pound Instruct the caller to press star and re-enter their card number followed by the pound key You hear "PAN Length Error" • 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
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
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.
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