dunning levels

Dunning Level AmeriGas has a collection process for when customers do not pay invoices on time. This includes: ➤ An Automated Dunning System in SAP ➤ Phone calls to customers from third-party collection agencies ➤ Imposing delivery restrictions or order blocks on customers via system automation and manual entries ➤ Sending collection letters to customers via third-party collection agencies

Dunning Levels - Overview Past due accounts enter the Automated Dunning System (ADS) in SAP after a seven-day grace period. Credit and Collections decides which third-party collection agency will make calls to customers when an account becomes one day past due. If the amount remains unpaid, the account moves through the Dunning system.

Account Type Dunning Level 1 Dunning Level 2 Dunning Level 3 Days in Arrears / Past Due Bulk Customers 1-30 31-45* 46-60 Budget Pay Customers 1-14 15-45 46-60*
Meter Customers 1-15 16-30* 31-45

Account Type Dunning Level 4 Dunning Level 5 Dunning Level 6 Days in Arrears / Past Due Bulk Customers 61-75* 76-90 91-120* Budget Pay Customers 61-75 76-90* 91-120 Meter Customers 46-60* 61-75 76-90

Account Type Dunning Level 7 Days in Arrears / Past Due Bulk Customers 121+
Budget Pay Customers 121+
Meter Customers 91+

Dunning Levels – 1,2 and 3 Starting at Dunning level 2, an account with a balance of $36 or more is placed with one of the third-party collection agencies AmeriGas uses.

The third-party collection agencies are: = Account Recovery Management Solutions (ARM) = Contract Callers Inc. (CCI)

Dunning Levels - 4, 5 and 6 If a customer's account goes to dunning level 4, a delivery block is automatically applied to the account. The block remains until the account is brought to a status below dunning level 4. *A late fee is charged at this Dunning Level

Dunning Level - 7 For accounts in Dunning level 7, system automation changes the account to Payment in Advance (APIA). APIA payment terms will remain on the account unless a review is requested. A second collection agency, ARM Solutions pursues the account after 300 days past due.

Billtrust/Bill Pay CCP - Customer Care Portal (CCP) Bill Pay CCP or Customer Care Portal (CCP), allows you to view customer invoices so you can see what the customer sees. This will help you better explain customer invoice questions or send copies of customer invoices upon request.

Log into Billtrust, by selecting the Bill Pay CCP option from the Applications menu in CRM or from the Open Billtrust button on the AR Cockpit. ➤ Company Name = AmeriGas ➤ Username = Your AmeriGas network username ➤ Password = Your AmeriGas network password

CCP - Search for an Account Select an option from the "Search By" drop-down field

Search Option ➤ Description Client Name➤ Type the customer's first name Account Number➤ Type the Sold-To number Email Address➤ Type the customer's email address Invoice Number➤ Type the invoice number Global Search➤ Search by any value (Example: Customer's last name)

CCP Document Details Tab From the Document Details Tab, you can perform the following tasks:

➤Review Billing Address ➤Review invoices ➤Confirm how bill was sent ➤View copy of customer invoice ➤Download customer invoices ➤Email or Mail ➤View SmartTrak details

CCP - View/Download Invoices To View an Invoice ➤ Click View PDF in the PDF Link column. A copy of the invoice will open in a new tab or window

To Download a Copy of an Invoice ➤ Click the download button in the View Invoice screen ➤ OR check the box next to the invoice(s) you wish to download ► Click "Download Checked Bills" button

CCP Email Invoices To Email an Invoice: ➤ Check the box next to the invoice(s) you wish to email ➤ Click the Email Checked Bills button

Fill out the Email Information pop up box: ➤ Recipient Email ➤ Name and Notes fields are not mandatory. ➤ Multiple invoices can be sent in the same email. ➤ Click the Send Bill Via Email button

What are invoices meaning? An invoice is an itemized commercial document that records the products or services delivered to the customer, the total amount due, and the preferred payment method. The seller can send either paper or electronic invoices to the customer.

Business Services Overview Business Services is the portal you use to create a Business Services Service Now request. This team supports you by completing requests related to customer master data. Once Business Services is selected in the Applications drop-down menu you will get a list of available requests.

➤ Pricing Contract - Add/update a contract or community code on a customer's account. ➤ Existing Customer - Update an existing customer's account billing information, pricing, delivery details, storage object, equipment record or master data. ➤ Credit and Collections - Attach a bankruptcy notice for a customer, adjust a - budget, convenience pay agreement or payment plan and credit/dunning adjustments or updates. ➤ Rebill Request - Rebill an existing invoice for a customer with a billing issue.

Applications ← Back New Customer Pricing Contract Existing Customer Close Single Ship To Credit & Collections Central Pricing Rebill Request Account Setup (Batch Proc... National Account Update