A charge is the amount of money we ask a customer to pay in exchange of using a service. It may also refer to any processing fees or penalties related to the transactions involved in paying for the acquired service.
These are charges that re-occur at a specific time in the month or at the beginning of an invoice cycle. In the case of SpinTel, these are the monthly service fees such as the charge for the phone or broadband plan, or any associated features.
These are charges that only occurs one time in the invoice of the customer or will not periodically recur. These charges include but not limited to hardware fees, activation fees, postage fess, etc..
Miscellaneous or Administrative Charges
These are various charges related to processing fees or penalties such as credit card processing fees, payment extension fees, late payment fees, dishonour fees, chargeback fees, and the likes.
A credit or adjustment pertains to the amount of money we issue to the account of the customer for future use.
This includes but not limited to the rewards we give to the customer such as a refer-a-friend reward, a compensation for a service downtime, and an amount given back to the customer due to a previous error.
Credit is usually used to offset future invoice, unless otherwise, there are no longer active services in which the credit may be refunded to the customer.
Tip: A charge is shown as a positive amount in the Charges section while a credit is shown A charge is shown as a positive amount in the Charges section while a credit is shown as a negative amount e.g. -$50.00 as a negative amount e.g. -$50.00
Click the info icon in the charges screen as shown below:
When a charge has ended, it means that there will be no more further charges to be made. If the invoice of the customer has already been generated e.g. the invoice run is 1st to 30th then the service charges will end on the 20th, the system will automatically issue a prorata adjustment or credit to the account in the next or the final invoice. Therefore, there is no need for manual adjustment as it will duplicate the entry. In some scenarios, the end date of the charge can be changed from the nominated end date to the end of the invoice cycle. This is to remove the pending system credit so that a manual adjustment can be done.
How does it work?
Customer applied for a bundled phone and ADSL service. However, during the provisioning of the ADSL there was no port available. The customer decided to cancel the phone service on the 7th of May and disputed all the phone charges. To avoid complaint escalation, we agreed to waive the phone charges for the customer. The agent submitted immediate closure which would end the service and the charges on the 10th of May.
In the invoice of the customer, there is a recent charge that covers until the end of the cycle or the 31st of May.
The agent then thought that the total of the phone charges needs to be adjusted so that the customer will not pay anything. Therefore, the $42.39 was submitted as an adjustment. The Team Leader also did not have a clue, so the adjustment was approved.
This resulted to duplication of adjustment from the 11th to the 31st of May equivalent to $16.90 as the system
had automatically issued the adjustment for the same period. The agent should have only issued the adjustment until 10th of May which is equivalent to $25.49 instead of issuing the adjustment for the whole period.
The $25.49 adjustment could have been issued as shown below.
When issuing dispute adjustments, please make sure that you select the correct adjustment start date and end date.
In the first snip below, the $16.90 is the adjustment from 11th of May to 31st of May.
In the first snip below, the $8.05 is the adjustment from 1st of May to 10th of May.
In rare cases, there are old charges that might need to be credited back to the customer. These includes but not limited to phone feature charges that were continue to be billed to the customer after it was ceased and service charges that were continue to be billed after it was already ended at the end of the wholesaler.
The normal process for the agent is to issue a manual adjustment for the covered period. However, it is the discretion of Team Leader whether to approve the adjustment issued by the agent or to request from Credit to change the end date of the charge to the date that it was supposed to be ended so that the system will automatically reflect the credit in the next invoice.
Things you need to do includes:
Adjustment errors may create unnecessary additional workloads and may affect the company financially or cause customer disputes. Therefore, understanding how to check charge coverage and how to check future adjustments or pending system credits and matching them to the invoice of the customer is extremely important.
In scenarios wherein you are confused on how to apply correct adjustments, it is best to ask and get real time education rather than assuming that you are doing the right thing. This will help you avoid committing the same error over and over again.
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