๐…๐ˆ ๐ƒ๐ข๐ฌ๐ฉ๐ฎ๐ญ๐ž๐ฌ 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 ๐’๐ƒ ๐ƒ๐ข๐ฌ๐ฉ๐ฎ๐ญ๐ž๐ฌ 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 ๐ˆ๐ฆ๐ฉ๐š๐œ๐ญ ๐ญ๐จ ๐ญ๐ก๐ž ๐‚๐ฎ๐ฌ๐ญ๐จ๐ฆ๐ž๐ซ 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. ใ€๏ปฟ๏ผฃ๏ฝ’๏ฝ…๏ฝ„๏ฝ‰๏ฝ”ใ€€๏ผญ๏ฝ…๏ฝ๏ฝใ€€๏ผก๏ฝ๏ฝ๏ฝ’๏ฝ๏ฝ–๏ฝ๏ฝŒใ€€๏ผฌ๏ฝ…๏ฝ–๏ฝ…๏ฝŒ๏ฝ“ใ€‘ 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 ๐‚๐จ๐ซ๐ฉ๐จ๐ซ๐š๐ญ๐ž ๐•๐๐ฌ $ ๐Ÿ๐Ÿ“๐ŸŽ,๐ŸŽ๐ŸŽ๐ŸŽ.๐ŸŽ๐ŸŽ 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 ๐‘๐ž๐›๐ข๐ฅ๐ฅ ๐ฏ๐ฌ. ๐ƒ๐ข๐ฌ๐ฉ๐ฎ๐ญ๐ž 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: โžค Customer wants a new invoice with the correct information on it. โžค Delivered to the wrong customer โžค 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. โ– 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 โ€“ Price Dispute Pricing Case Sub Types Community Code Contract Discounts GGP Pricing inquiry/Quote Discount Eligibility Qualifications โžค Only residential market-based customers on Customer Specific Pricing (CSP) are eligible for a military, a senior citizen or a farm bureau discount. โžค Customers receiving a military, senior citizen or farm bureau discount are not eligible for any other discounts or incentives. โžค 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 โžคOnly active duty and veteran military personnel may receive the military discount โžคThe discount is $0.10 off per gallon โžค Only residential market-based customers on CSP pricing are eligible โžค One owned or rented residence that the customer resides at (full time or seasonal) โžคThe customer's spouse is eligible for the discount if they reside together, and the spouse is added to the account โžคPrior to a CXA applying the military discount to an eligible customer's account, the CXA must obtain and record in the CRM case: โ– Enlistment year (if active military) โ– Discharge year (if a veteran) Senior Citizen Discounts โžค Only customers 62 years old and older may receive the senior citizen discount (this is based on Federal government guidelines) โžค The discount is $0.02 off per gallon โžค Only residential market-based customers on CSP pricing are eligible โžค One owned or rented residence that the customer resides at (full time or seasonal) โžค The customer's spouse is eligible for the discount if they reside together, and the spouse is added to the account โžค 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: โ– Customer's year of birth Farm Bureau Discounts โžค Only active Farm Bureau (FB) members may receive the farm bureau discount โžค The discount is $0.05 off per gallon โžค Only residential market-based customers on CSP pricing are eligible โžค One owned or rented residence that the customer resides at (full time or seasonal) โžค The customer's spouse is eligible for the discount if they reside together, and the spouse is added to the account. โžค 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: โ– 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: โžค When new customers are created in SAP, the system automatically assigns the first-year price code based on their primary usage. โžค Customers are moved to a Y2 (2nd year) scale price on their first annual anniversary date. โžค Customers are moved to a Y3 (3rd year) scale price on their second annual anniversary date. โžค 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: โžค Tenure โžค History โžค Usage โžค Attributes โžค Cost Community Pricing AmeriGas uses community pricing to provide a common selling price to a similar group of customers. โžค Homeowners' associations โžค Tight-knit communities, such as cul-de-sacs โžค Firefighters, police or other civil servant groups โžค Shopping centers or strip malls โžค Employees of a commercial customer that have unspecified "discount pricing" โžค Customers in remote areas that are difficult to provide deliveries โžค Meter systems โžค Buyer groups Contracts Overview ๏ผจ๏ฝ‰๏ฝ‡๏ฝˆ๏ผ๏ฝŒ๏ฝ…๏ฝ–๏ฝ…๏ฝŒ ๏ผณ๏ฝ•๏ฝ๏ฝ๏ฝ๏ฝ’๏ฝ™ ๏ฝ๏ฝ† ๏ผฅ๏ฝ๏ฝƒ๏ฝˆ ๏ผฃ๏ฝ๏ฝŽ๏ฝ”๏ฝ’๏ฝ๏ฝƒ๏ฝ” 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