Thank you for calling Amerigas This is __ how may I assist you today? Alright, thank you for using your time to call us. I know that it is very important to be updated regarding your account status. Rest assured that you are in right hands. I'd be happy help to you would you please help me pull up your details here? can you tell me your account number or phone number? Great. May I know who am I speaking to? Alright I already pull up your account details. _____________________________________________________ ~payment Kathy kathleen G Robert 550.74 224 >set expectation >insert number followed by # sign. 0018443906--> transaction number email receipt? _____________________________________________________ "I wasn't able to catch that would it be fine if you could repeat it for me" "a bit of system error when you speak could you speak a little bit slower" -be transparent -speak slower may I please or is it fine for you if you could speak slower so I could catch up all the information _____________________________________________________ Card Tokenized code: 40-2ZkVjWeC-4103 Card Type: VISA Expiry date: 12+31+2023 _____________________________________________________ E-check Info Bank Key: 011+200+022 Account #: any 6 digit number _____________________________________________________ Set up a Payment Plan/Payment Arrangement • It can be set up even if the customer is on a dunning level 1. Pull up the account and click the plus sign 2. Create a case under Sold To 3. Case type: Billing/AR 4. Case sub type: Payment Arrangement 5. Who called in by 6. Add description 7. Save 8. Load SAP • payment term should be billable A030 but not pia ; if pia we can offer soft credit check 9. Click invoices 10. Click payment plan dropdown 11. Click Invoice tab 12. Click Payment Plan tab 13. Explain and tick the radio button of the chosen payment terms 14. Inform that Initial payment is due today 15. Click confirm 16. Process initial payment that shows APIA (make sure that you tell the customer of the next payments because they will not get any invoice nor notification) * Tick the box that shows APIA * Click the right arrow on the upper right corner then select simulate and it will auto populate the amount to be paid or key in shift+F8. (no need to type in) * Click make a payment * Proceed with the payment process * Copy Transaction Control number * Can send payment confirmation via email 17. Ask customer to sign paperwork: www.amerigasinfo.com (use: sold to number and their zip code to login 18. Verify in capture if it's done 19. Go back to USD 20. Under Billing AR tab in USD add the monthly payment amount and no of payment installments 21. If customer did not sign paper work; go to Summary > find Flags > Pending Status: To sign paperwork 22. Add notes & Activities 23. Resolve case if it was signed if not; Add to billing queue 24. Save or save & close • There will be accounts that is not eligible for payment arrangement; it is because it's tied up with Dispute and waiting for a change in the invoice. (check in the upper right screen of sap) • Customer cannot get a delivery until they pay the installment plan in full unless, they pay the entire balance. Payment Process 1. Pull up the account using Account Number or Phone number 2. Verify the account and click the magnifying glass 3. Click "Applications" then open "SAP" 4. Click "Invoices" 5. Ask for the Invoice number then select the right invoice that the customer is looking to pay. 6. Click "Make Payment" 7. Put the company code "OLPR" 8. Put the Cash Journal Number: "9002" 9. Put the Business Area: "5738" 10. Ask the customer the amount they will pay 11. Click "Execute" 12. Click the name of the customer then click "check mark" 13. Select the invoice number to be paid using the checkbox 14. Click ">>" then choose "Simulate" or "Shift + F8" 15. Click ">>" again the choose "Make Payment" or "Shift + F1": A pop up will show asking if you want to proceed then click "check mark" if yes 16. Apply amount to be paid. 17. Select for the Payment Method the click "check mark" 18. Always choose "New Credit Card" 19. Get the "Card Type" and "Expiration Date" from the customer 20. Then go back to USD, hit applications then open Eckoh NOTE: •In ECKOH, type Screen Phone ID # to Finesse. While the customer is typing in their card number, you will see on your screen that there will be a moving # in the card connect token box. •IF THERE IS AN ERROR AND THE CUSTOMER FAILED TO KEY IN THEIR CARD NUMBER WITHIN 15 SECONDS, press the #1 on Finesse to reset it again and advise the customer to key in their card information within 15 seconds. •Once the customer successfully key in their card information, it will generate a tokenize ID number that you will copy/paste to your notepad. •For additional information, we can also use the same tokenized ID in paying for multiple invoices. AS LONG AS YOU WILL USE THE SAME CREDIT CARD NUMBER. •If a customer will have to use a different card, we will have to refresh the Finesse and they have to enter their other card number within 15 seconds. •TO REFRESH, put #1 on Finesse Tool to refresh it and key in their card number. REMEMBER: •IF INVALID OR CUSTOMER IS UNABLE TO KEYIN THEIR CARD INFO/WRONG CARD INFO: **On our end: #1 on Finesse or #885 to refresh/set expectation **On customers end: they can type in (asterisk) * to refresh ECKOH •IF THERE IS AN ERROR IN ECKOH, we will hear “PAN ERROR” then politely ask the customer to press "*" on their keypad and key-in their card information. 21. Copy the screen phone ID number (ex. #15727). 22. Paste the code on finesse 40-2ZkVjWeC-4103 NOTE: the x mark will turn into a green checkmark and you will hear the whisper. That’s the time that you advise your customer to key in their card number followed by the pound “#” sign. 23. Once you hear the whisper, advise the customer to type in their card number in there phone screen. NOTE: advise the customer that they have 15 seconds to key in the Credit Card information, after they key in the Credit Card information make them select the pound sign. "I will pull up a tool to capture your account number, when the tool is ready I will give you a signal then you can put your card number in your phone keypad. You have 15 seconds to put the card number then press pound when your done." When The Red "X" mark turned on Green "check" mark give the signal to the customer. "Mr customer you can now put the credit card number in your phone keypad" •When you are about to process the payment, VERIFY WITH THE CUSTOMER: VERBATIM: Mr./Ms. (customer), we are now going to process the payment on the card ending in XXXX. 24. A tokenized ID will generate, copy and paste it on the card number section on the PPS, back on the payment cockpit. NOTE: •If there is an error because the customer failed to follow instruction on how to key in their card number, we will have to set proper expectation again with the customer that they should key-in their card number once we hear a whisper (on our end), we will give a go signal to customer to enter their card number + pound (#) sign. •IF THERE IS AN ERROR AND THE CUSTOMER FAILED TO KEYIN THEIR CARD NUMBER WITHIN 15 SECONDS, press the #1 on Finesse to reset it again and advise the customer to key in their card information within 15 seconds. 25. Hit the "check mark" and an authorization code will auto populate and transaction number will also be generated NOTE: you may provide the authorization code to the customer and ask customer if they want to receive a copy of the receipt 26. Go back to USD then add a note (click enter a note and use payment as title.) ex. Customer called in to make a payment of $10.00. Authorization code 04531. Transaction Control Number ######## 27. Then click add notes. 28. Save and close. Payments Taking a payment does not require a CRM case to be created. You can get to the payment screen one of two ways: ➤ The Make Payment button on the customer's account in CRM ➤ The Make Payment button in the Accounts Receivable Cockpit of the Customer Overview screen E-Check Payments E-Checks are always taken as a Down Payment on the customer's account. ACH (e-check) is not an instant authorization. The credit will be available on the customer's account in 1-3 days. ➤ Required items for an E-check payment: ➤ Bank Key or Routing Number ➤ Bank Account Number ➤ Account Holder Name Credit/Debit Card Payments (credit-own savings/debit-bank lending you money) Taking a credit/debit card payment can be done as either a down payment or against an existing invoice on the customer's account. When no invoices exist or if the customer is making a budget payment, the Credit/Debit Card should always be processed as a Down payment. Required items for a credit/debit card payment: ➤ Card Type ➤ Tokenized Card Number ➤ Valid To Date ➤ Cardholders Name Eckoh Eckoh is a system that generates a tokenized credit card number in order to protect customer's information from the risk of fraud. Eckoh is access from the Applications menu in CRM: 1. You enter in the call ID number 2. The customer enters their credit card number into their phone 3. Once the customer selects the pound button a token appears Eckoh allows us to process payments securely. Customers should never verbally provide their credit card information. AmeriGas Agent Web Panel Call ID: #47902 PLEASE ENTER CALL ID BEFORE REQUESTING CARD DETAILS Eckoh Troubleshooting ------------------------------------------------------------------------------------------------ If... The customer is using their speaker phone Then.... Politely ask the customer to come off their speaker as the Eckoh application will be unable to recognize the numbers which can prevent the payment from processing. ------------------------------------------------------------------------------------------------ If... The customer is flustered or makes a mistake Then.... Reset their entry by entering pound (#) 1 on your telephone keypad. Alternately, you can instruct the caller to press star (*) and re enter their card number followed by the pound key. ------------------------------------------------------------------------------------------------ If... The customer takes more than 15 seconds between digits, or takes more than 15 seconds to hit pound Then.... Instruct the caller to press star and re-enter their card number followed by the pound key ------------------------------------------------------------------------------------------------ If... You hear "PAN Length Error" Then.... This indicated that a caller did not enter 15 or 16 digits before pressing pound. Instruct the caller to press star and re-enter their card number followed by the pound key ------------------------------------------------------------------------------------------------ Demo - How to Email a Payment Receipt After Exiting the Payment Screen AmeriGas 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)