5738- Business Area 9002- Cash Journal Number 390- new os 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 Ratings Available Term 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 Plan Code AIT1 AIT2 AIT3 Initial Pay Plan Installment* 50% 33% 25% Month 1 Pay Plan Installment 50% 33% 25% Month 2 Pay Plan Installment N/A 33% 25% Month 3 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 Payment Plans PAYMENT DUE 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 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 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