Process a Gap Payment

Process a Gap Payment

Open Contract in TIMX SCM

  1. Open TIMX SCM, click Enrollment > 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, 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 Version number (the .x at the end of the Contract number.
  2. You can also click the Search icon in the toolbar or select the All radio button next to the Hs Status line below the search criteria fields. Any of these will also populate the results table.

Process a Gap Payment in TIMX SCM

  1. Verify the Effective Date (in the Eff Date field in the contract). The effective date is usually 30 days past the enrollment date.
  2. Select Menu Options > Billing to open the Billing screen.
  3. Verify the Bill Date (the Bill Date is the date the payment is collected) and click Exit to close the screen.
  4. Locate the Billing Status field in the Enrollment Form screen, ensure either "Current" or "Past Due" are displayed as status.
  5. Click Payment to launch the Make a Selection pop-up.
  6.  Click the drop-down arrow and select View Payment Plan/Billing Mechanism or Update Payment Plan/Billing Mechanism. Click OK to launch the Payment View screen. 
  7. Click Payment History to launch the Payments View screen. 
  8. Click Payment Preview to launch the Payment History pop-up and view the full history of the payments across the life of the contract.
    1. If the contract is older than 12 months, ensure all payments were made over that period. Look for missing or partial payments.
    2. If payment is received from the title company it could be delayed up to 90 days from the Effective date.
  9. Is the contract billed through ACH, DDA or Credit/Debit Card, or is it billed through a Mortgage or Title company?
    1. If the contract is billed through ACH, DDA or Credit/Debit Card:
      1. Calculate the time between the Effective date and the current date; this is used to determine the gap payment owed.
      2. Ensure the total number of payments is equal to what would be 12 equal payments up to that point.
    2. If the contract is billed through a Mortgage or Title company:
      1. Calculate the time between the first Bill date and the current date; this is used to determine the gap payment owed.
      2. Ensure the total number of payments is equal to what would be 12 equal payments up to that point.
      3. Take into account mortgage payments are in arrears and may be delayed; this delay must also be factored into the calculation.
  10. Process a one-time payment (see Process a One-Time Payment).
Processing a One-Time Payment includes entering comments in the Communication History Log in TIMX SCM. The process is also listed below. Ensure Reason Details specifies the one-time payment is being made for a gap payment.

Enter Comments in the Communication History Log in TIMX SCM

  1. Click the Menu Options > Comm Hist Log to launch the Communication History Log screen.
  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 check boxes 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 is being processed for a gap payment
    4. Action Taken: Take 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.

Log the Call in Zoho Desk

There is a separate article for associating and logging a call: Logging a Call in Zoho Desk.

Overview

Gap payments are calculated when there is a pending cancellation or renewal. The payment is used to collect funds when payments are missed due to:
  1. Refinance
  2. Home Paid Off
  3. Service Transfer/Client Change
  4. Billing Mechanism Changed
  5. Upsell/Downsell
  6. Credit Card/ACH/DDA Rejection
  7. Billing Date Change (Customer Request)
  8. Renewal
  9. Re-instatement
  10. Non-Payment Balance Due
  11. Billing Vehicle No Longer Available
  1. If there is no gap but there’s a pending cancellation, there may be billing issues. Transfer customer to Membership or Retention.
  2. If there is no gap and the customer wants to renew their contract, proceed with processing the renewal.
  3. If there is a gap and the customer wants to renew their contract, calculate the gap payment, process a one-time payment and proceed with processing the renewal.
  4. If there is a gap and the customer wants to cancel their contract, transfer the customer to Retention.

    Helpful Links

    i-Knowledge Help System - Partner Teams
    i-Knowledge Help System - Internal Teams

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