Process a One-Time Payment

Process a One-Time Payment

Processing a one-time payment can be triggered by a number of different scenarios: processing a gap payment, adding additional items to a contract, or processing a contract renewal. 

Open Contract in TIMX SCM

  1. Open TIMX SCM, click Enrollment, then select HS Search Panel.
  2. Search for the contract using either the Contract ID number, the Customer's First and Last Name, or the Property Address.
  3. Enter the search criteria, and click Search in the menu. This populates the results table.
  4. Double-click anywhere in the row of the contract you want to display to open the contract in the Enrollment Form screen.
  1. If you search by Contract ID number remember to leave off the Contract Year (.x) at the end of the Contract number.
  2. You can also click the Search icon in the toolbar or select All next to the Hs Status line below the search criteria fields. Any of these will also populate the results table.

Process a One-Time Payment in TIMX SCM

  1. Click Payment to launch the Make a Selection pop-up.
  2. Click the drop-down arrow and select Enter a Payment Only. Click OK to launch the Payment Entry screen.
  3. Does the customer want to use an existing payment method?
    1. If yes,
      1. Click Existing CC Info or Existing Bank Info to launch a pop-up displaying the customer's credit/debit card or banking information.
      2. Verify the last four digits of the credit/debit card or bank account number, then click OK to close the pop-up. This returns you to the Payment Entry screen and populates the information in the appropriate fields.
    2. If no, follow the TS&R Payments: Secure Card Capture process to obtain new Card details.
  4. Click the Amount Field to automatically load the amount owed and click Save Payment to launch a pop-up detailing the status of the payment and an authorization code.
  5. Record the Authorization Code and ask the customer if they'd like to record the code for their records.
  6. Click OK to close the Payment Status and Authorization pop-up. Doing so causes the following to occur:
    1. A pop-up launches asking you if you want to send an email confirmation to the email listed on file. Click OK or Cancel depending on the customer's preference. This closes the pop-up.
    2. Another pop-up launches asking if you want to save the new Credit/Debit Card information for future payments. Click OK or Cancel depending on the customer's preference. This closes the pop-up and the Payment Entry screen and returns you to the Enrollment Form screen.
    3. Advise the customer of their next billing date and amount.
 If you're saving the new Credit/Debit Card you must read through the Credit Card Disclosure script and activate Record on Demand (ROD). Credit Card agreement script is here. Saving the new Credit/Debit Card information also replaces the existing information.

Enter Comments in the Communication History Log in TIMX SCM

  1. Click Menu Options, then select Comm Hist Log.
  2. Click the Add icon in the toolbar to add a new row to each column in the log.
  3. Click in the new row of each drop-down field and select the following:
    1. Communication Source  - Customer
    2. Communication Object  - Customer
    3. Correspondence Type  - Leave blank
    4. Communication Type  - Retention Customer Service
    5. Communication Method  - Phone
  4. Selecting Retention Customer Service as the Communication Type displays options below the Comments field. 
    1. Select Phone as Communication Method first.
    2. Click the Disposition Code down arrow and select Billing/Account Update. 
    3. Leave the In/Out Bound Flag and  Renewed Flag checkboxes as-is.
  5.  Enter the following in the Comments field:
    1. Caller:  Customer's full first and last name
    2. Reason for call:  Processing a payment
    3. Reason Details:  Payment may be processed for a gap payment, for a reinstatement payment, etc.
    4. Action Taken:  Took payment, informed customer of next bill date and amount
    5. Sales details:  N/A
    6. PYMT details:  Include the amount of the payment, if it was a full or partial payment, and the authorization number
    7. Sales Scripting completed:  N/A
    8. ROD:  Yes, if there is a new payment method being saved; Down, if the system is not working; N/A if no new payment method is being saved
    9. CC/ACH scripting completed:  Read through script if a new payment method is being saved, otherwise N/A
  6. Click the Save icon in the toolbar. Click Yes to confirm changes and Exit in the pop-ups to close the pop-up.




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