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Residential (Confirming)
Commercial (Verifying)
when pulling up the payment ask for acct number or phone number
after that verify the information.
If the information doesn't match don't proceed the transaction
click application and click SAP
tell them if you don't see any active invoice in their account
Company code - olpr
Business Area - 5738
Cash Journal Number - 9002
ask them what they'll use for the payment
if its E-check put amount and routing number
Country always in the US
Bank account number provide 6 digit number
then ask for account holder and ask if personal bank
A stands for down payment
After asking Customer payment information's
Always pull up Ekoh
If they're paying thru Credit Card
Ask customer to type their account number followed
by the pound sign.
(Ex. 1234567890123456#) 16 digit numbers
After processing payment click accept after that
ALWAYS confirm the payment details to the customer.
If they said yes proceed an then you'll receive a Auth Code
and Transaction Control Number thru email if they want to
or if they want to write it down.
after that tell them where they want to see our other services
(Ex. if you want to place an order or check or our other services you can just
go to our website at www.AmeriGas.com
ask them if they are satisfied with the services you provide
after that you my now do your closing
Create notes and put the notes what service you provide to
this customer put the amount Auth Code and Transac Control
Number.
ALWAYS CLEAR THE DETAILS IF YOUR DONE SO YOU CAN
EASILY TYPE INFORMATION TO ANOTHER INCOMING
CUSTOMER
If the customer where are you came from tell the location you can provide
and acceptable to them and always know the weather and if they ask any
further information tell them that you are not allowed to provide any
personal information
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
he 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 on AmeriGas.com
NON-APIA customers should utilize their online account to manage their AutoPay settings and payment methods.
Which tab of the payment cockpit displays if an account is set up on Auto Pay? Additional Data
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 Month 1 Pay Month 2 Pay Month 2 Pay
Plan Code Plan Installment*
AIT1 50% 50% N/A N/A
AIT2 33% 33% 33% N/A
AIT3 25% 25% 25% 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
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