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CSR Guide

Implementation Document AWDB15

Aliaswire Proprietary and Confidential

Version 2.00

Date: 3/10/2017

Status: FINAL

Description:

This document describes the customer support functions of the DirectBiller admin console.

The intended audience includes biller customer service representatives.

DirectBiller CSR Guide

Aliaswire Proprietary and Confidential AWDB15 DirectBiller CSR Guide v2.0AWDB15 DirectBiller CSR Guide 2.0.docx –2

Table of Contents

1. Getting Started with DirectBiller .................................................................................................................................... 3

1.1 Logging In ............................................................................................................................................................................................ 3

1.2 Changing Your Password .............................................................................................................................................................. 4

1.3 Choosing a Division ......................................................................................................................................................................... 5

1.4 Accessing the Support Page ......................................................................................................................................................... 5

2. Searching and Reviewing Payer Information .............................................................................................................. 6

2.1 Searching for Payers, Payments, and Bills/Invoices ............................................................................................................ 6

2.2 Reviewing Enrolled Payer Information .................................................................................................................................... 8

2.3 Reviewing Payer Account Information .................................................................................................................................... 8

2.4 Reviewing Bill/Invoice Information ........................................................................................................................................... 9

2.5 Reviewing Payment Information ............................................................................................................................................. 10

3. Making Payments and Other Actions ..........................................................................................................................12

3.1 Creating an Account ..................................................................................................................................................................... 12

3.2 Unlocking Accounts and Resetting Passwords................................................................................................................... 13

3.3 Making One-Time Payments ..................................................................................................................................................... 14

3.3.1 Blind Payments .......................................................................................................................................................................... 14

3.3.2 Bill/Invoice Payments ............................................................................................................................................................. 14

3.3.3 Selecting Authorization Method ........................................................................................................................................ 14

3.3.4 ACH Payments .......................................................................................................................................................................... 15

3.3.5 Card Payments .......................................................................................................................................................................... 17

3.3.6 Swiped Card Payments .......................................................................................................................................................... 18

3.3.7 Walk-In Payments .................................................................................................................................................................... 19

3.2 Cancelling and Refunding Payments ...................................................................................................................................... 21

3.2.1 Cancelling a Card or ACH Payment ................................................................................................................................... 21

3.2.2 Voiding an ACH Payment ...................................................................................................................................................... 22

3.2.3 Refunding a Card Payment ................................................................................................................................................... 23

3.3 Setting Up Auto Payments ......................................................................................................................................................... 25

3.3.1 Adding, Editing, and Deleting Payment Methods ......................................................................................................... 26

3.3.2 Bill-Triggered Payments ........................................................................................................................................................ 28

3.3.3 Recurring Payments ................................................................................................................................................................ 30

3.4 Editing Payer Information .......................................................................................................................................................... 31

3.5 Editing Bill/Invoice Information ............................................................................................................................................... 32



1. Getting Started with DirectBiller

DirectBiller is an electronic bill payment and presentment service designed for organizations that want to present bills and receive payments in a secure, convenient manner.

The DirectBiller admin console allows an organization’s customer service representatives (CSRs) to provide first-line support to their clients who use electronic bill payment and presentment services (payers). Common CSR tasks include:

• Resetting a payer’s password

• Answering a payer’s questions about the status of a bill or payment

• Making a payment or setting up an automatic payment plan on behalf of a payer

• Cancelling a payment that has not been processed

• Reversing a payment after it has been processed to refund money to the payer

This guide explains how to perform these tasks.

Not all DirectBiller configurations or users will have access to every feature detailed in this document.

Please contact your administrator if you believe a specific function is incorrectly disabled, or if your user access level is insufficient.

1.1 Logging In

Each DirectBiller setup has a set of back-office pages that support the specific features of the system and tasks required of the CSR. Access to these pages requires a unique username and password, which can be created by a DirectBiller administrator.

To access DirectBiller’s CSR pages:

• Open a new browser window and go to the Admin URL.

• Enter the username and password at the top right-corner of the page.

• Click Login.

Figure 1 - DirectBiller CSR Login Page

https://secure.directbiller.com/dbprod/directBiller.do



1.2 Changing Your Password

When a CSR uses an expired password to login, an alert is displayed. A password automatically expires either:

• After 90 days, or

• upon first use, when

o the username and password are brand new, or

o the password was just reset by an administrator.

Figure 2 - Password expiration message and change password button

To change a password:

• Click “Change Password” to show the change password page:

Figure 2 – Change Password Page

• Enter the old (expired) password

• Enter the new password

o Passwords must have a minimum length of 8, and contain at least 1 lowercase letter, 1 uppercase letter, and 1 number

• Enter the new password again to confirm

• Click the “Change Password” button to apply the change

A confirmation message will appear stating the password has been changed, and the CSR will be prompted to log back in with the new password.



1.3 Choosing a Division

Note: This feature may not be enabled for all users or DirectBiller configurations. Please contact your administrator if you believe a specific function is incorrectly disabled, or if your user access level is insufficient.

If DirectBiller has been configured to support multiple divisions, one must be chosen prior to accessing support functionality.

To choose a division:

• Go to the dropdown box above the menu bar.

• Select the division.

The name of the division will appear near the top of the page and in the dropdown selector.

Figure 4 – Division Selection

1.4 Accessing the Support Page

The support page is where a CSR can search for payer, bill/invoice, and payment information, as well as perform most common support-related tasks. The remainder of this guide will focus on the support page.

For documentation related to the other pages/tabs available in the DirectBiller admin console, please consult Implementation Document AWDB16, “Administration Guide”.

To access the support page, click the “Support” tab

Figure 5 – Support Page



2. Searching and Reviewing Payer Information

Section 2 of this guide will cover the read-only features of the support page – searching for and reviewing payer information. For tasks such as unlocking payer accounts/resetting passwords, and initiating/cancelling/voiding/refunding payments, please refer to section 3.

2.1 Searching for Payers, Payments, and Bills/Invoices

The dropdown list on the main support page offers a variety of search options:

• Account

Search for a payer by their customer account ID. Your company might refer to this by a different name, but it should be a unique value for every payer.

• User ID

Search for a payer by the user ID they selected when setting up their profile (only for billers with enrollment features enabled).

• Invoice Number

Search for a specific invoice (only for billers with bill presentment features enabled).

• Reference Number

Search for a payment by its unique reference number (begins with a “B”).

• Phone Number

Search for a payer by their phone number (only for billers that upload or capture payer phone numbers).

• Last Name, First Name

Search for a payer by their last name and (optionally) first name. Not case sensitive, supports partial matches. When searching for a last name only, enter the last name. When searching for last name and first name, enter the last name, followed by a comma, followed by the first name.

Example: Search for “PIN”, “Pin”, or “pin” would return ESPINOSA, CARA PINA, LISA PINA, LUCINDA PINELAND, ARTHUR

Search for “PINA, L”, “pina, l” or “Pina, L” would return PINA, LISA PINA, LUCINDA

• Company Name

Search for a payer by a company name. Not case-sensitive, supports partial matches.



After selecting a search option from the dropdown:

• Enter the information required for the selected search type.

• Click “Submit” to run the search and display results.

Figure 6 – Searching by Account ID

A successful search will return information related to one or multiple payers, bills/invoices, and/or payments, depending on the search parameters. The remainder of this section will break down the results of the following example search:

Figure 7 – Search Results



2.2 Reviewing Enrolled Payer Information

Note: This feature may not be enabled for all DirectBiller configurations. Please contact your administrator if you believe a specific function is incorrectly disabled.

Figure 8 – Enrolled User Information Search Results

Enrolled User Information – For DirectBiller configurations that have enrollment features enabled, the top section of the search results will display the payer’s profile information, including:

• The User ID created by the payer when they enrolled

• Email address

• The Status of the profile (if a payer chooses to delete their profile, status will change to “inactive”)

• A Locked indicator, which will display “true” if the payer has too many failed login attempts (for further information on locked accounts and resetting passwords, refer to section 3)

Clicking the “View Activity” or “View Alerts” links in the header will respectively display audit and email/text message logs associated with the profile.

2.3 Reviewing Payer Account Information

Figure 9 – Payer Account Information Search Results

Accounts Found – This section will display one or more Account IDs and associated information, including (when applicable):

• The payer’s Contact Name (individual or business)

• Email address

• The Status of the account (inactive accounts cannot run payments)

• A Locked indicator, which will display “true” if they payer has too many failed login attempts

For information on changing account information, making on-behalf one-time or automatic payments, or unlocking accounts, refer to section 3.



2.4 Reviewing Bill/Invoice Information

Note: This feature may not be enabled for all DirectBiller configurations. Please contact your administrator if you believe a specific function is incorrectly disabled.

Figure 10 – Bill/Invoice Information Search Results

Bills Found – For billers that have bill presentment features enabled, this section will display a summary of all active (by default) bills/invoices associated with the payer account(s) found, including:

• The unique Bill Number for each bill/invoice

• The associated Account ID and Contact Name (individual or business)

• Total Bill Amount and – if applicable – Minimum Amount Due

• Due Date of the amount billed

• Status of the bill

o Unpaid – Default status, the bill has not yet been paid using DirectBiller

o Inactive – A more recent version of the bill is available

o Externally Paid – The bill was paid outside of DirectBiller

o In Mail – A payment for the bill is in the mail

• State (Active, Inactive)

To review all bills (active and inactive), uncheck the “Show only active bills” box near the top of the page when performing a search.

Clicking a Bill Number will reveal additional details about that bill.

Figure 11 - Bill Details



For information on manually editing bill/invoice information, refer to section 3.5.

For making on-behalf, one-time payments against specific bills/invoices, refer to section 3.3.2

2.5 Reviewing Payment Information

Figure 12 – Payment Information Search Results

Payments Found – This section will display a summary of all prior and future-dated payments associated with the payer account(s) found, including:

• A unique Reference Number for every payment

• A Recurring Indicator next to the Reference Number, which indicates that the payment is part of a recurring payment plan

• The Bill Number against which the payment was made or scheduled (N/A if the payment is not associated with a bill)

• The unique Account ID of the payer associated with the payment

• The exact Payment Date and time the payment was or will be initiated

• The full Payment Amount (including any convenience/surcharge fees)

• Status – See below for further details

Clicking a Reference Number will reveal additional details about that payment.

Figure 13 - Payment Details



The Status of a payment indicates where exactly it is in the processing cycle.

For card payments:

• Scheduled The payment is scheduled for processing at a date in the future as either a single, future-dated payment, or part of a recurring payment plan. Since the payment has not actually begun processing, the payer or a CSR can cancel it before authorization without any funds being held or transferred.

• Pending The payment has been authorized successfully, and will settle at the end of the day (settlement/cutoff times vary by bank).

• Processed A payment becomes “Processed” after it is batched out with the rest of the day’s card payments at the settlement/cutoff time.

• Processed** Red asterisks indicate that the payment was either partially or fully refunded/reversed. This is a final status.

• Failed The card payment authorization was declined (for a variety of possible reasons, e.g., insufficient funds/line of credit; account closed; invalid account number; etc.). This is a final status.

• Cancelled** A scheduled payment that was cancelled prior to authorization. This is a final status.

For ACH payments:

• Scheduled – The payment is scheduled for processing at a date in the future as either a single, future-dated payment, or part of a recurring payment plan. Since the payment has not actually begun processing, the payer or a CSR can cancel it before initiation without any funds being held or transferred.

• Pending – The payment has been initiated, and – unless voided – will batch out with the rest of the day’s ACH payments at the cutoff time (cutoff times vary by bank).

• Pending** – The payment was initiated, but then cancelled/voided before the cutoff time. Once the cutoff time passes, status will change to Cancelled**.

• Processed – The payment has completed processing, and no further actions can be taken.

• Failed – An ACH payment might be returned for a period of up to two months (for a variety of possible reasons, e.g., insufficient funds; account closed; invalid account number; dispute; etc.). If a return record is received, the status will change to “Failed”. This is a final status.

• Cancelled** – A scheduled payment that was cancelled prior to initiation or cutoff. This is a final status.



3. Making Payments and Other Actions

After searching for an account/payment/invoice/etc., a CSR can perform a number of actions, including:

• Resetting a payer’s password

• Making a payment or setting up an automatic payment plan on behalf of a payer

• Cancelling or reversing payments

• Editing payer or bill/invoice information

This section will detail how to perform these tasks.

3.1 Creating an Account

Note: This feature may not be enabled for all users or DirectBiller configurations. Please contact your administrator if you believe a specific function is incorrectly disabled, or if your user access level is insufficient.

If a search by Account does not return any results, some configurations might allow for creating a new payer account “on the fly”.

Figure 14 – “On the Fly” Account Creation

To create an account for an individual:

• Enter the First Name and Last Name.

• Click the “Create Account” button.

To create an account for a business:

• Check the box labeled “Check if this is a Business Account”.

• Enter the Company Name.

• Click the “Create Account” button.



3.2 Unlocking Accounts and Resetting Passwords

If a payer fails four consecutive login attempts with either their Account ID or enrolled profile User ID, their account will be locked for 30 minutes, and the Locked indicator under their enrolled user or account information will display as “true”.

Figure 15 – Locked User ID

Figure 16 – Locked Account ID

To unlock and reset the password for a User ID (enrolled payer):

• Click the “Change Password” button.

• A dialog box will ask you to confirm the reset – click OK.

An email with the new, temporary password will automatically be sent to the email address on record, and the temporary password will appear in a confirmation message at the top of the page.

Figure 17 – Reset Password Confirmation

The password associated with a payer’s Account ID cannot be changed or retrieved via the support page. To unlock the account, simply press the “Unlock Account/User” button (see figure 16).



3.3 Making One-Time Payments

Note: These features may not be enabled for all users or DirectBiller configurations. Please contact your administrator if you believe a specific function is incorrectly disabled, or if your user access level is insufficient.

Certain users and DirectBiller configurations might be enabled for making payments on behalf of a payer. This section will break down the different types, and methods for making one-time payments.

3.3.1 Blind Payments

A “blind” payment is not made against any specific bill or invoice, and can be for any amount. To make a one-time, blind payment:

• Click the “Make Payment” button to the right of the appropriate Account ID.

Figure 18 - “Make Payment” Button for Blind Payments

• Follow the steps in section 3.3.4 or 3.3.5 for making an ACH or card payment.

3.3.2 Bill/Invoice Payments

To make a payment against a specific bill or invoice on a balance due:

• Click the “Pay On-Behalf” button to the right of the appropriate bill or invoice number.

Figure 19 - “Pay On-Behalf” Buttons for Bill/Invoice Payments

• Follow the steps in section 3.3.4 or 3.3.5 for making an ACH or card payment.

3.3.3 Selecting Authorization Method

Some DirectBiller configurations might require the user to select how payment authorization was obtained before making an on-behalf payment. If so, an “Authorization Obtained Via” column will appear next to the “Make Payment” and “Pay On-Behalf” buttons, offering the options of either “Telephone and Recording”, or “Written” authorization. Be sure to select the appropriate authorization method before proceeding.



Figure 20 - Selecting Authorization Method

• Telephone and Recording

Payment was authorized via the phone and a recording was made.

• Written Authorization

Payment was authorized in writing.

3.3.4 ACH Payments

To make a payment with a payer’s bank account information:

Figure 21 - ACH Payment Page



• Enter an email address. A payment confirmation/receipt will automatically be sent to this address once the payment is completed, and the address will be saved against the payer’s account for future payments (this step may or may not be optional).

• Enter the payment amount. If there is a convenience/service fee, it will automatically be added to the total.

• In the Pay By dropdown field, select “Bank Account” (this should be the default selection).

• In the Type dropdown field, select the type of bank account: Checking, Savings, or Business Checking.

• Enter the bank Routing Transit Number (RTN). This will always be nine digits in length, and will be verified before the payment is submitted.

• Enter and confirm the bank account number. Be sure to enter the bank account number correctly, as this cannot be verified by the system at time of payment. If digits are accidentally transposed or omitted, the payment will ultimately fail within several business days.

• For Name on Account, enter the bank account holder name.

• Click the “Confirm” button.

If the information passes the initial validation, a confirmation page will appear. Review and confirm the payment information displayed onscreen, and click the “Make Payment” button to initiate the payment.

Figure 22 - ACH Payment Confirmation Page

After clicking the “Make Payment” button, the receipt page will appear with the payment details, a unique reference number, and a message confirming that the payment has been initiated. A paper receipt can be printed by clicking the printer icon in the upper-right corner. To return to the support page, click “Back to Admin – Logout” in the menu bar.



3.3.5 Card Payments

To make a payment with a payer’s credit or debit card information:

Figure 23 - Card Payment Page

• Enter an email address. A payment confirmation/receipt will automatically be sent to this address once the payment is completed, and the address will be saved against the payer’s account for future payments (this step may or may not be optional).

• Enter the payment amount. If there is a service fee, it will automatically be added to the total.

• In the Pay By dropdown field, select “Credit Card”.

• In the Account Type dropdown field, select the card brand (some cards might not be accepted depending on the DirectBiller configuration).

• Enter the card number.

• Enter the CVV security code (three digits on the back of Visa, MasterCard, and Discover cards, four digits on the front of American Express cards).

• Enter the expiration date.

• For Name on Account, enter the cardholder name.

• Depending on the DirectBiller configuration, it might be necessary to enter the billing zip code or the entire billing address.

• Click “Confirm”.



Figure 24 - Card Payment Confirmation Page

If the information passes the initial validation, a confirmation page will appear. Review and confirm the payment information displayed onscreen, and click the “Make Payment” button to authorize the payment.


3.3.6 Swiped Card Payments

Some DirectBiller configurations will allow for swiping cards using an attached USB card reader. If this option is available, a “Card Swipe Switch” selector will appear on the card payment page.

Figure 25 - Card Swipe Switch Selector

To use the USB card reader:

• Leave the selector on “Swipe”.



• Select the appropriate card brand from the Account Type dropdown list.

• Swipe the card through the reader. The card number, expiration date, and cardholder name should automatically populate.


If the information passes the initial validation, a confirmation page will appear. Review and confirm the payment information displayed onscreen, and click the “Make Payment” button to authorize the payment.


3.3.7 Walk-In Payments

In spite of the convenience and advantages offered by taking payments electronically through DirectBiller, it might still be necessary on occasion to accept payments the old-fashioned way: cash. Fortunately, DirectBiller can be configured to track these payments using the “Walk-In” option, which appears as a checkbox next to the on-behalf payment buttons:

Figure 26 - Walk-In Checkboxes

To log a cash transaction as a “walk-in” payment:

• Make sure the box under “Walk-In” is checked.

• Click the “Make Payment” or “Pay On-Behalf” button to make either a blind payment or bill/invoice payment respectively (see sections 3.3.1 or 3.3.2).



Figure 27 - Walk-In Payment Page

• Enter the amount of the cash payment.


A confirmation page will appear. Review and confirm the payment information displayed onscreen, and click the “Make Payment” button to log the payment.

After clicking the “Make Payment” button, the receipt page will appear with the payment details, a unique reference number, and a message confirming that the payment has been logged. A paper receipt can be printed by clicking the printer icon in the upper-right corner. To return to the support page, click “Back to Admin – Logout” in the menu bar.



3.2 Cancelling and Refunding Payments


Depending on the status and method of a payment, and the DirectBiller configuration and user access level, it might be possible to void or cancel a payment before completion, or refund/reverse a payment after it has been processed. The following table summarizes all the possible payment methods and statuses, and the actions available for each (refer to section 2.5 for details on each payment status):

Payment Method

Status Available

Actions

Card Scheduled Cancel

Card Pending Reverse

Card Processed Reverse

Card Processed** None

Card Failed None

Card Cancelled** None

ACH Scheduled Cancel

ACH Pending Void

ACH Pending** None

ACH Processed None

ACH Failed None

ACH Cancelled** None

3.2.1 Cancelling a Card or ACH Payment

Any payment that is scheduled to initiate on a future date – whether as a single instance or part of a recurring payment plan – can be cancelled before it processes. To do so:

• Find the payment on the support page, either by looking up the account or payer that the payment is associated with, or by searching for the payment directly using the reference number (see section 2.1). The status should be “Scheduled”.

• Click the “Cancel/Reverse” button under the Action column.

Figure 28 - Cancel/Reverse Button for a Scheduled Payment

• On the following page, confirm the cancellation by clicking the “Cancel” button.



Figure 29 - Cancelling a Scheduled Payment

The page will refresh, showing the updated status of the payment as “Cancelled”. The payment will never be initiated, and the payer will not see any activity against their bank account or card.

If the cancelled payment was part of a recurring payment plan (as is the case in this example), the next installment will immediately appear as a new scheduled payment in the search results.

Figure 30 - Cancelled Recurring Payment & Next Installment

3.2.2 Voiding an ACH Payment

Even after initiating an ACH payment, cancelling it might still be possible if the next batch cutoff time has not yet passed. This is called “voiding” a payment.

Voiding is only available for ACH payments, not card. Once a card payment is initiated/authorized, the hold on the funds cannot be released via DirectBiller, and they will eventually be transferred. It is possible to refund the transaction (refer to section 3.2.3), but this will be reflected as a separate credit on the cardholder’s account.

To void an ACH payment before cutoff:



• Find the payment on the support page, either by looking up the account or payer that the payment is associated with, or by searching for the payment directly using the reference number (see section 2.1). The status should be “Pending”.


Figure 31 - Cancel/Reverse Button for a Pending Payment

• On the following page, confirm the void by clicking the “Void” button.

Figure 32 - Voiding an ACH Payment

The page will refresh, showing the updated status of the payment as “Cancelled”. The payment will never be processed, and the payer will not see any activity against their bank account.

3.2.3 Refunding a Card Payment

A card payment that has already been initiated/authorized cannot be cancelled through DirectBiller. However, a full or partial refund of the original payment can be credited back to the account.



To refund/reverse a card payment:

• Find the payment on the support page, either by looking up the account or payer that the payment is associated with, or by searching for the payment directly using the reference number (see section 2.1). The status can either be “Pending” or “Processed” (without asterisks).


Figure 33 - Cancel/Reverse Button for a Card Payment

• The following page will offer two options: a full reversal, or partial refund. To refund the entire payment, click the “Reverse” button under the “Full Reversal” heading (see example below). For a partial refund, enter the amount up to the original transaction total and click “Refund”.

Figure 34 - Reversing/Refunding a Card Payment



The cardholder will see a separate credit to their account within several business days.

3.3 Setting Up Auto Payments


DirectBiller supports two types of automatic payment methods:

• Bill-Triggered Payments

are initiated whenever a new bill is loaded for the payer. Since bills can be loaded at any time and for any amount, the frequency and amount for each bill-triggered payment can vary.

• Recurring Payments

are fixed-amount, fixed-frequency payments. They run on a set schedule, independently of any bills that are loaded.


To add or edit auto payments, search for a payer (see section 2.1) and click the “Set-Up” button to the right of the appropriate account ID.

Figure 35 - Accessing the Recurring/Bill-Triggered Payments Page



Figure 36 - Recurring/Bill-Triggered Payment Page

3.3.1 Adding, Editing, and Deleting Payment Methods

Both types of auto payments require a saved payment method. If a payer has already saved a bank account or card under their profile, it will appear in the “Payment Method” dropdown lists in both the Recurring Payment and Bill-triggered Payments sections. If not, it will be necessary to add a payment method.

To add a payment method:

• Click the “Add” button to the right of the Payment Method dropdown.

Figure 37 - Adding a Payment Method



Figure 38 - Add Payment Method Page

• To add a bank account:

o In the Account Type dropdown field, select the type of bank account: Checking, Savings, or Business Checking.

o For Name on Bank Account, enter the accountholder name.

o Enter the bank Routing Transit Number (RTN). This will always be nine digits in length, and will be verified before the bank account can be saved.

o Enter and confirm the bank account number. Be sure to enter the bank account number correctly, as this cannot be verified by the system. If digits are accidentally transposed or omitted, the payment will ultimately fail within several business days.

o Click the “Add Bank Account” button.

• To add a card:

o In the Card Network dropdown field, select the card brand (some cards might not be accepted depending on the DirectBiller configuration).

o Enter the card number

o For Name on Card, enter the cardholder name.

o Enter the Expiration Date

o Depending on the DirectBiller configuration, it might be necessary to enter the billing zip code or the entire billing address.

o Click the “Add Credit Card” button



After adding the bank account or card, you will be returned to the main auto payment page, and the payment method will now appear in the dropdown lists.

The expiration date and billing zip/address of a card can be edited by selecting the card from the dropdown and clicking the “Edit” button. Bank accounts cannot be edited.

Any payment method can be deleted by selecting it from the dropdown and clicking “Delete”.

Use this feature with caution! Deleting a payment method will also delete any associated auto-payments.

3.3.2 Bill-Triggered Payments

To set up payments that will automatically process whenever a bill is loaded for the payer, use the bill-triggered payment method.

Figure 39 - Setting up a Bill-Triggered Payment

• Select a payment method from the dropdown list (if no payment methods are available, refer to section 3.3.1 for info on how to add a payment method).

• Select the number of days prior to the due date the payment should automatically run. Note that if a due date falls on a non-business day, the payment might process earlier than the number of days selected to ensure on-time payment.

• Select whether to pay the full, or minimum billed amount.

• If the bill-triggered payment needs to be capped at a certain amount, check the box next to “Do not automatically pay…” and enter the maximum payment limit. If not, leave the box unchecked.

• Click the “Setup Bill-triggered Payment” button.

• Continue through the following confirmation page.

Once completed, the fields in the bill-triggered payment section will display the existing parameters, and several new options will appear for cancelling the payment, or sending notification emails.



Figure 40 - Existing Bill-Triggered Payment Options

To send a confirmation email after setting up the bill-triggered payment:

• Click the “Send Confirmation Email” button.

Figure 41 - Bill-Triggered Payment Confirmation Email

• Enter an email address in the To Email field at the top of the page.

• Optionally, edit the From Email or any part of the Subject or Message contents.

• Click the “Send Email” button.

Similarly, the “Send Cancellation Email” button can be used to notify a payer that their bill-triggered payment is no longer active.

Be sure to send the cancellation email before cancelling a bill-triggered payment; once the payment is cancelled, the button for sending the email will no longer appear.



To cancel a bill-triggered payment, simply click the “Cancel Bill-triggered Payment” button. A confirmation message will appear at the top of the page, and parameters for a new bill-triggered payment can be entered if needed.

3.3.3 Recurring Payments

To set up payments for specific amounts that will process on specific dates, use the recurring payment method.

Figure 42 - Setting up a Recurring Payment

• Select a payment method from the dropdown list (if no payment methods are available, refer to section 3.3.1 for info on how to add a payment method).

• Enter the amount for each payment.

• Select the Payment Frequency from the dropdown list.

• Click the calendar icon to select the First Payment Date.

• If the recurring payment plan should terminate on a specific date, select “Make final payment on” and click the calendar icon to select the date of the last payment. If the plan should continue indefinitely, select “Continue payments until manually cancelled”.

• Click the “Setup Recurring Payment” button.

• Continue through the following confirmation page.

Once completed, a summary of the recurring payment parameters will display below the entry fields, and several new options will appear for cancelling the payment, or sending notification emails.

Figure 43 - Existing Recurring Payment Options

To send a confirmation email after setting up the recurring payment:

• Click the “Send Confirmation Email” button.



Figure 44 - Recurring Payment Confirmation Email

• Enter an email address in the To Email field at the top of the page.

• Optionally, edit the From Email or any part of the Subject or Message contents.

• Click the “Send Email” button.

Similarly, the “Send Cancellation Email” button can be used to notify a payer that their recurring payment is no longer active.

Be sure to send the cancellation email before cancelling a recurring payment; once the payment is cancelled, the button for sending the email will no longer appear.

To cancel a recurring payment, simply click the “Cancel Recurring Payment” button. A confirmation message will appear at the top of the page.

3.4 Editing Payer Information

Sections 2.1 through 2.3 detailed how to search for and review payer information on the support page. Depending on the DirectBiller configuration and user access level, some of this information can be manually edited by either clicking on the User ID or Account ID of the payer.



Figure 45 - Clickable User ID & Account ID Links

After clicking on the User ID, the email address associated with the payer’s profile is available for editing. Overwrite the address in the Email field and click the “Submit” button to save the new email address.

Figure 46 - Edit User ID Email

After clicking on the Account ID, several fields are available for editing.

Figure 47 - Edit Account ID Info

• Account Type can be changed from Individual to Business, and vice-versa. If changed, it will be necessary to enter a new Company Name, or First Name and Last Name.

• Company Name or First Name and Last Name of the payer.

• Email associated with the payer’s account. This is the default email to which confirmation receipts for one-time payments will be sent.

• Status can be switched to “Inactive” to block one-time payments and cancel any auto-payments associated with the account. Use this feature with caution!

3.5 Editing Bill/Invoice Information

Sections 2.1 and 2.4 detailed how to search for and review bill/invoice information on the support page. Depending on the DirectBiller configuration and user access level, some of this information can be manually edited by clicking on the Bill Number.



Figure 48 - Clickable Bill Number Links

After clicking on the Bill Number, the Bill Details Page will appear, with several fields available for editing.

Figure 49 - Bill Details Page

• If the box next to Active is unchecked, the bill/invoice will no longer be available for payment, and the payer will not see it when they log into their account.

• Status can be one of four options:

o Unpaid – Default status, the bill has not yet been paid using DirectBiller

o Inactive – A more recent version of the bill is available

o Externally Paid – The bill was paid outside of DirectBiller

o In Mail – A payment for the bill is in the mail

• Do Not Call can be checked or unchecked for internal support tracking purposes.

After changing any of the above fields, click “Submit” to save the changes.

csr guide - young's market company · 2017-09-19 · directbiller csr guide aliaswire...

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