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𝐅𝐈 𝐃𝐢𝐬𝐩𝐮𝐭𝐞𝐬
Fl disputes resolve by creation of an FI Credit Memo without any impact to material, quantity, rate, or tax. These disputes approve in dispute management, 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
𝐒𝐃 𝐃𝐢𝐬𝐩𝐮𝐭𝐞𝐬
SD Disputes are resolved by creating a Dispute and an SD Credit Memo as they do have impact to 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
*SD-Cylinder / Tank Rate - Amount Dispute
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
Reversal is tank rate Partial is tank rent
𝐈𝐦𝐩𝐚𝐜𝐭 𝐭𝐨 𝐭𝐡𝐞 𝐂𝐮𝐬𝐭𝐨𝐦𝐞𝐫
Once a dispute is created, it needs to be processed in a timely manner It is important that disputes are created correctly
Dispute and Credit Memo Thresholds
Thresholds are set for each job title. Here is a list showing each role and their approval limits.
【Ｃｒｅｄｉｔ Ｍｅｍｏ Ａｐｐｒｏｖａｌ Ｌｅｖｅｌｓ】
Job Role Upper Limit
CXA I/CXA II $ 100.00
Senior CXA $ 200.00
Supervisor, Central
Billing, Team Lead $ 499.99
CX Supervisor/Del OS
Supervisor/Service OS
Supervisor/ Business
Services Supervisor $ 500.00
CX Manager/Del OS
Manager/Service OS
Manager / CES
Manager - Business
Services $ 3,000.00
FSC Supervisor $ 3,000.99
CES Assistant Director $ 5,000.00
FSC Manager $ 10,000.00
FSC Director
(including CES Director) $ 49,999.00
𝐂𝐨𝐫𝐩𝐨𝐫𝐚𝐭𝐞 𝐕𝐏𝐬 $ 𝟐𝟓𝟎,𝟎𝟎𝟎.𝟎𝟎
Creating the Dispute Case
Verify Customer (Account #, Address, Name, Phone #, Email Address)
Research the account to determine if the dispute is valid
Confirm Customer needs, and look for an existing case before creating a new one
Create the dispute in Account Receivable Cockpit, include detailed notes
Closing the Dispute Case
After creating the dispute, go to CRM Billing A/R Tab and enter the dispute number, reason for dispute and credit amount
Go to the Notes and Activities tab and enter in notes on the case
On the Summary tab, set the flag for Dispute Processing
Add the case to the Billing Queue
𝐑𝐞𝐛𝐢𝐥𝐥 𝐯𝐬. 𝐃𝐢𝐬𝐩𝐮𝐭𝐞
Rebill: Customer wanting a new bill with proposed dispute changes included.
Dispute: 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 is 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. Applications
Rebill Request - Rebill an existing invoice for a customer with a billing issue.
❖ There are multiple types of rebill requests, you will select the correct type once in the Rebill Request form.
A payment plan cannot exceed 3 months after the initial installment
After creating an FI dispute, you must go to dispute management, to complete the dispute process.
There are two types of disputes, which one is used to dispute Late Fees FI
There are 3 main reasons that a rebill would need to be done, select all that apply
Customer requests a new invoice with the correct balance due
Any time there are tax implications / corrections
Delivery was made to the wrong customer
A new invoice reflecting the correction is not needed. Which type of dispute would you use to complete the request
SD – Price Dispute
Pricing Case Sub Types
Community Code
Contract
Discounts
GGP
Pricing inquiry/Quote
Discount Eligibility Qualifications
➤ Only residential market-based customers on Customer Specific Pricing (CSP) are eligible for a military, a senior citizen or a farm bureau discount.
➤ Customers receiving a military, senior citizen or farm bureau discount are not eligible for any other discounts or incentives.
➤ The military, senior citizen or farm bureau discount do NOT apply to the customer's first fill.
The discount becomes active for the second fill and going forward.
Military Discounts
➤Only active duty and veteran military personnel may receive the military discount
➤The discount is $0.10 off per gallon
➤ Only residential market-based customers on CSP pricing are eligible
➤ One owned or rented residence that the customer resides at (full time or seasonal)
➤The customer's spouse is eligible for the discount if they reside together, and the spouse is added to the account
➤Prior to a CXA applying the military discount to an eligible customer's account, the CXA must obtain and record in the CRM case:
❖ Enlistment year (if active military)
❖ Discharge year (if a veteran)
Senior Citizen Discounts
➤ Only customers 62 years old and older may receive the senior citizen discount (this is based on Federal government guidelines)
➤ The discount is $0.02 off per gallon
➤ Only residential market-based customers on CSP pricing are eligible
➤ One owned or rented residence that the customer resides at (full time or seasonal)
➤ The customer's spouse is eligible for the discount if they reside together, and the spouse is added to the account
➤ Prior to a CXA applying the senior citizen discount to an eligible customer's account, the CXA must obtain and record in the CRM case:
❖ Customer's year of birth
Farm Bureau Discounts
➤ Only active Farm Bureau (FB) members may receive the farm bureau discount
➤ The discount is $0.05 off per gallon
➤ Only residential market-based customers on CSP pricing are eligible
➤ One owned or rented residence that the customer resides at (full time or seasonal)
➤ The customer's spouse is eligible for the discount if they reside together, and the spouse is added to the account.
➤ Prior to a CXA applying the farm bureau discount to an eligible customer's account, the CXA must obtain and record in the CRM case:
❖ Farm Bureau ID Number
Market Pricing
The annual placement of customers is a process called rescaling. Rescaling takes place in SAP on the annual anniversary based on the equipment start date:
➤ When new customers are created in SAP, the system automatically assigns the first-year price code based on their primary usage.
➤ Customers are moved to a Y2 (2nd year) scale price on their first annual anniversary date.
➤ Customers are moved to a Y3 (3rd year) scale price on their second annual anniversary date.
➤ Customers are moved to volume-based scale after their third-year anniversary date.
Customer Specific Pricing
Customer Specific Pricing (CSP) is for residential and non-residential market-based customers for both propane and cylinder materials.
The Central Pricing Group determines pricing eligibility for customers based on:
➤ Tenure
➤ History
➤ Usage
➤ Attributes
➤ Cost
Community Pricing
AmeriGas uses community pricing to provide a common selling price to a similar group of customers.
➤ Homeowners' associations ➤ Tight-knit communities, such as cul-de-sacs ➤ Firefighters, police or other civil servant groups ➤ Shopping centers or strip malls ➤ Employees of a commercial customer that have unspecified "discount pricing" ➤ Customers in remote areas that are difficult to provide deliveries ➤ Meter systems ➤ Buyer groups
Contracts Overview
Ｈｉｇｈ－ｌｅｖｅｌ Ｓｕｍｍａｒｙ ｏｆ Ｅａｃｈ Ｃｏｎｔｒａｃｔ
Program
AmeriLock
PreBuy
Convenience Pay
Terminal (Floating)
Fixed
.
Price
Fixed
Fixed
Market Rate But AmeriLock can be added to the contract
Terminal plus Markup
Fixed
.
Gallons
Unlimited; 300-gallon minimum
Amount purchased at start of contract; 300- gallon minimum
Unlimited
Unlimited
Unlimited
.
Payment
By delivery
In full
Monthly, minimum monthly payment $30.00
By delivery
By delivery
.
Need Credit
Terms
No
No
Yes
Yes
Yes
.
Fee
$119
Note: Customers opting for paperless billing prior to, or at the start of their contract, receive a reduced fee of $99. Early Termination Fee $150 after grace period.
None
None for market rate
$119 if including AmeriLock Note: Customers opting for paperless billing prior to, or at the start of their contract, receive a reduced fee of $99.
None
No Enrollment Fee
.
Renewal
Automatic, June each year
Manual
Continues for life of account
Note: If including Am eriLock this part will renew automatically yearly
Manual
Manual