Payment Information

Payment Information

A Pando Navigation and Procedure Guide

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Overview

Payment Information

• Information we can see
• Direct Invoice vs. Auto Pays
• Billing Cycle
• Past Due Vs. Credit
• Changing the RMR

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Payment Information

• Payment Type
• Direct Invoice
• Auto Pay
• CC
• ACH
• Billing Cycles
• Past dues
• One-Time Payments
• Creating Invoice

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Payment Type

• Direct Invoice - Customers get their monthly invoice and send their payments through checks and their payments are due every 1st of the Month.
• Auto-pay - Customers are charged automatically with their modes of payment.
• CC -Credit Card or Debit Card
• ACH - Automated Clearing House Network

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What if customers want to change their payment method?

If their mode of payment is Direct Invoice and they want to opt for Autopay. Yes they can.But! If they're on Automatic Pay and want to change it to Direct Invoice, we'll just have to explain that we are a paperless company and that if they insist, they must add $5 on top of their RMR for the additional Invoice Fee.

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Billing Cycles

Customers call in at times to change their billing dates. This is only for customers under Auto-pay. As for D.I customers billing frequency is automatically set to the first of every month. In changing the billing cycles. customers have two options namely:

• Temporary billing cycle change
• Permanent billing cycle change

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Changing the Billing cycle

Quick Tutorial

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Temporary Cycle Change – Pushes payment forward to a different day but just temporarily (payment should be made not before 2 days of the due date) and should be no longer than a month. Permanent Cycle Change - Pushes the payment to a different day depending on customers request.

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Click first the pencil icon

For temporary Cycle Change, hit Add Temp Billing Cycle then just choose the date when the customer would like to choose.

For Permanent requests, tap "Change", go and try

Just choose the date that the customer requested then click Next.

Try it.

Great, now hit Next again.

If the customer just want's to change the date, click next. The dropdown on this part is just for these billing frequency:

• Monthly
• Yearly
• Quarterly
• Semi-Annual

Go ahead and click Next.

Then choose the dropdown on Revenue Item

Make sure to choose RMR.

Then click "Reason For Change" dropdown,

Choose "Customer is changing frequency"

Add some notes about the customers request. Then Click "Review"

Then to finish, click "Save"

You've got it!

Go over it again

GO Back

Taking payments (RMR)

Things to know:

• If the customer is paying with a new card, ask for it to be set on Auto-pay for their convenience.
• - We never create Invoice for monthly payments.

We also need to know the times when we transfer calls to billing for payments:- If customers want to pay partial (RMR)- If customers want to be put on a payment plan.- If the account status is Active/Service Terminated.-If customers have Family Assistance Program questions.

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When to take a one time payment

Any caller (verified or non-verified) can call in to make a payment. Non-verified callers can pay under the following conditions:

• If they wish to pay using the default card on file, they need to verify the last four (4) digits of that card on file.

• If they wish to pay using another card of their own, we can proceed with the payment but cannot save that card as default payment.

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Let's have a quick tutorial on how to take a One Time Payment.

First, on Pando, Hit "One Time Payment" Try it...

Click which payment method that the customer would like to pay

We can help customers with only two methods,

• Credit Card
• Bank Account

Hit the empty dropdown, if it has cards, just ask the customers the last four of the card we will be using. If the customer will just give you the card details, hit "Add New Card"

Fill in the following by asking the customer:

• Card Holder
• Card Number
• Expiry Date
• CVV or Pin

Then Click "Add Billing Address"

No need to fill this in for One Time Payments, unless you will have errors, no need to update this.

Just click Payment Amount.

Type in the space for Amount the exact amount that the customer would like to pay.

Then hit "Review Payment Information"

Before submitting always ask the caller for "Authorization" for the payment. "Are you allowing Alder to charge your card ending in 1234 for the amount $49.99?"

After getting a yes, Click "Submit Payment"

You've got it!

Try the Bank Account

Proceed

For Checking Accounts, its the same procedure. If there are accounts listed, ask the customer the last four digits of the account that we're going to use. Just hit Add New Account if its empty.

Ask the customer and fill in the following details:

• Account Holder name
• Routing Number
• Account Number

Then hit "Add Billing Address"

Put the amount that the customer would like to pay.

Then hit "Review Payment Information"

Ask the customer for authorization about the payment. "Are you allowing Alder to charge your checking account ending in 1234 for the amount $49.99"

After customer said yes, Submit Payment.

Ask the customer and fill in the following details:

• Account Holder name
• Routing Number
• Account Number

Then hit "Add Billing Address"

You've got it!

That's all