1. IVR Payment Capture cannot be used if the warranty is in cancelled status. Collect payment manually.
   
2. DO NOT use IVR Payment Capture in any of the following scenarios:
   
1. Outbound calls
   
2. Renewal and Enrollment calls (includes adding the auto-renewal feature, HMS ONLY)
   
3. One-time payments
   
4. Account is in pending cancellation status and customer needs to request service the same day
   
5. First time payments, such as optional or additional coverage payments, paid call, and lessor of cancel fee payment
   
3. Record On Demand (ROD) is NOT required for billing transactions that are transferred to the IVR.
   
4. TS&R Team: You can choose to collect payment manually if the customer initially called to cancel but decides to keep their warranty active.
   

Eligible Billing Mechanism

1. Customer is on credit card billing, pending cancellation, and applying payment.
   
1. If pending cancellation and the customer needs to request service same day, agents should update billing mechanism and collect payment manually. The warranty must be reinstated prior to transferring to Customer Service. 
   
2. Customer is on ACH Billing and changing to Credit Card.
   
3. Customer is on Invoice and changing to Credit Card.
   
4. Customer is on Client/Mortgage Billing and changing to Credit Card.
   

Processes

Customer is making a payment

1. Determine the mode of payment. Use the below suggested scripting.
   "<Customer Name>, the total payment due is <Amount>, are you paying with credit card or a checking/savings account (ACH)?"
1. If Credit Card: Validate and review the billing and payment information with the customer.
   
2. If ACH (Checking/Savings Account): Read the ACH and CC Verbal Agreement Script.
   
2. Ask if this is the same payment method they will be using for monthly recurring payments. Use the below suggested scripting.
   "Is this the payment method you'd like to use for your monthly payments of <Monthly Amount>?"
1. If Yes: Proceed to Step 3
   
2. If No: Manually collect a one-time payment
   
3. Obtain agreement from the customer to capture the payment and/or payment method and frequency via the IVR system.
   
4. Transfer the customer to the IVR Payment Capture system. The CTI screen will remain visible on your desktop during the transaction.
   
1. Click the Pay by Phone icon on the CTI pop-up screen to display the Pay by Phone dialogue box.
   
2. Enter the customer's Contract Number and Amount of Pay.
   
3. Click Transfer to transfer the customer to the IVR.
   
   
5. Enter the notes into TIMX SCM Comm Hist Log, to include the payment dollar amount, future billing method setup and payment frequency.
   

   Sample Note Template
   Caller	John Smith
   Reason for Call	Payment
   Reason Details	H/O C/I to make a payment of $49.99 on CC. Future payments on CC monthly.
   Action(s) Taken	Transferred to IVR
   Sales Details	N/A
   PYMT Details	$49.99
   Sales Scripting Completed	N/A
   CC/ACH Scripting Completed	N/A
   ROD	N/A

Customer is updating payment method only

1. Determine the mode of payment. Use the below suggested scripting.
   "Are you paying with a credit card, or a checking/savings accoung (ACH)?"
1. If Credit Card: Validate and review the billing and payment information with the customer.
   
2. If ACH (Checking/Savings Account): Read the ACH & CC Verbal Agreement Script.
   
2. Obtain agreement from the customer to capture the payment method and frequency via the IVR.
   
3. Transfer the customer to the IVR:
   
1. Click the Pay by Phone icon on the CTI pop-up screen and enter the information.
   
1. Enter the customer's contract number in the Contract Number field.
2. Enter 0 in the Amount to Pay field (since the customer is updating payment method only and no payment is being collected).
   
2. Click Transfer to transfer the customer to the IVR.
   
4. Enter the notes into the TIMX SCM Comm Hist Log, to include the future billing method setup and payment frequency.
   

IVR Payment Capture failed

1. Review the Call Flow field on the CTI pop-up to determine if the Verbal Agreement needs to be read to the customer. The Call Flow field indicates why the call was transferred back to the queue.
   
1. If Call Flow displays "Customer Declines Payment" or "Failed IVR Secure Payment":
   
1. Read the ACH & CC Verbal Agreement Script​
   
2. Proceed to Step 2
   
2. If Call Flow displays "Caller Difficulty", "System Technical Difficulty", or "$ Amount Due":
   
1. Proceed to Step 2
   
2. Confirm the reason for the CTI transfer and proceed with next steps to assist the customer. Do not re-verify the customer's information. Use the below suggested scripting.
   "Hello, this is <Agent Name> with <Department/Program Name>, I see you were attempting to <Update Payment Method/Make A Payment>, is that correct? I am happy to assist you!"
3. Apply the manual payment capture procedures to complete the transaction.
   
4. Enter the note into the TIMX SCM Comm Hist Log, to include the future billing method setup and payment frequency.
   

Customer not identified by IVR