Process a One-Time Payment

Process a One-Time Payment

Find and Verify Customers/Contracts/Coverage

There is a separate article for finding and verifying customers and contracts: Finding and Verifying Customers/Contracts/Coverage.

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 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, enter the new credit/debit card payment information (verify the name on the card matches the caller).
  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 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 may be processed for a gap payment, for a reinstatement payment, etc.
    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

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. This process starts in Zoho Desk, transfers to TIMX SCM, then is completed in Zoho Desk.

    Helpful Links

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

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