Update Payment Method

Update Payment Method

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.
If you search by Contract ID number remember to leave off the Contract Version number (the .x at the end of the Contract number).
You can also click the Search icon in the toolbar or select the All radio button next to Hs Status line below the search criteria fields. Any of these will also populate the results table.

Update Payment Method

  1. Click Payment to launch the Make a Selection pop-up.
  2. Click the drop-down arrow, select Update Payment Plan/Billing Mechanism and click OK to launch the Payment Maintenance screen.
  3. Click the Payment Method drop-down list and select one of the following:
    1. Bill Me: Customer gets a yearly bill and pays however they want
    2. Financial Institution: This is an automatic withdrawal from the customer's bank account
    3. Credit Card: This is an automatic payment tied to the customer's credit/debit card number
  4. Click the Payment Plan drop-down list and select one of the following:
    1. Full Payment: Customer pays full bill amount
    2. 3 Installments: Customer pays total amount in three consecutive payments over a three month period
    3. Monthly Payment: Customer pays set amount in monthly payments over a 12 month period
  5. Enter the new credit/debit card number or the new bank account information and click OK to return to the Enrollment Form screen.
  6. Select Menu Options > Billing to display the Billing screen.
  7. Inform the customer of their next bill date and the amount due.
If changing Payment Plan, click Calculate Installments to display the Installment Calculator. Select the payment plan to see what the payments will be.

If customer chooses to revert from ACH or CC to payment via client billing (mortgage/utility/etc. companies), transfer the customer to the Retention Department.

Enter Comments in the Communication History Log

  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: Payment Update
    3. Reason Details: Reason for changing payment (customer has a new CC or changed bank account)
    4. Action Taken: Updated payment type and account numbers, informed customer of their next bill date and amount, read CC or ACH script
    5. Sales details: N/A
    6. PYMT details: N/A
    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
  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

Customers have the option of changing their payment method and payment plans. Payment options include paying through a Client company such as a mortgage or utility company, getting a yearly bill or paying in installments using ACH or a credit/debit card. They can also choose the payment plan, to select a one lump sum payment, plans paid over a three month period, or a monthly plan where payments are spread out over a 12 month period. Changes to the payment method and payment plans are completed in TIMX SCM.

    Helpful Links

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

      • Related Articles

      • Update Customer Contact Information-CS

        Customer contact information resides in TIMX SCM and is uploaded to both ServiceBench and Zoho Desk. It may take up to 24 hours before ServiceBench or Zoho Desk reflect changes made in TIMX SCM. Open Customer Record in TIMX Log into TIMX SCM. Click ...

      • Process a Gap Payment

        Open Contract in TIMX SCM Open TIMX SCM, click Enrollment > HS Search Panel. Search for the contract using either the Contract ID number, the Customer's First and Last Name or the Property Address. Enter the search criteria, click Search in the menu. ...

      • 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 Open TIMX SCM, click Enrollment > HS Search ...

      • Chase Payments: Claim Credit

        Cinch has partnered with Chase Bank to give customers the option of using Chase Payments when accepting a Claim Credit to expedite receiving the payment. Scripting When a customer advises of their decision to accept the Claim Credit while on the ...

      • SIBI: Status Updates

        SIBI is a third-party ordering platform currently used to order GE Brand Appliance Replacements. SIBI has been integrated with our systems, meaning that all order information and updates will sync directly into ServiceBench. Status updates are ...