Adjustments and Credits- Article no. 1630

1. Filter Select Criteria by dropdown to show Active services in BOLT on the Services Tab
   
   
   • Check or uncheck the Service Category boxes as needed
   
   
   • Use the checkboxes on the right-hand side to select the service(s) to credit
2. Click Adjust Selected
3. Select Service Quality Issue or Storm Outage as the Service Adjustment

• Fill in the From / To Dates to credit

• When issuing credit for one day only, enter the same date in the From Date: and To Date: fields

4.Click Calculate Adjustment, then Submit and OK

5.Enter notes to explain the reason for the adjustment

1. Filter Select Criteria by dropdown to show Disconnected services in BOLT on the Services Tab
   
   
   • Check or uncheck the Service Category boxes as needed
   
   
   • Use the checkboxes on the right-hand side to select the service(s) to credit
2. Click Adjust Selected

1. Select an Billing Error as the Adjustment Reason screen
   
   
   • Fill in the From / To Dates to credit
   
   
   • Use the Statement Lookup Tool to find the monthly rate for disconnected/former services or individual outlets
     
     
     • After monthly rate has been identified, enter information into the Mnthly Rt column
     
     
     • Statement Lookup only appears when filtered to adjust disconnected services
2. Click Calculate Adjustment, then Submit and OK

1. Enter notes to explain the reason for the adjustment

• Astound West customers can have overage fees placed on their bill if their data usage exceeds their data allotment

• We are able to credit these fees only when the customer upgrades to an Unlimited service

• We will only credit the current months charges and not credit previous months

1. Click the magnifying glass in BOLT on the General Ledger Tab to display the statement with the charge to credit

1. Select Usage from the Transaction Type dropdown

1. Check the box next to the data usage and click Adjust Selected

1. Select the Credit Type from the dropdown

1. Click Calculate Adjustment, then Submit and OK

1. Enter notes to explain the reason for the adjustment

Not used for Astound Mobile Data

1. Click the magnifying glass in the BOLT on the General Ledger Tab to display the statement with the charge to credit

1. Identify the charge description and the amount

1. Select Financial Activity / One Time Charge from the Transaction Type dropdown

1. Check the box next to the item to credit and click Adjust Selected
   
   
   • If crediting a spread OTC, Post Spread Charges
2. Select the Credit Type from the dropdown

1. Click Calculate Adjustment, then Submit and OK

1. Enter notes to explain the reason for the adjustment

1. On the PPV or VOD Tab in BOLT, check the box next to the PPV or VOD to credit; click Adjust SelectedSelect the Credit Type from the dropdown on the Event Adjustment screen
2. Click Calculate Adjustment, then Submit and OK
3. Enter notes to explain the reason for the adjustment

1. Select PPV Order History from the PPV dropdown
2. Highlight the PPV to credit and click Adjustment
3. Enter the following information on the On-Line Adjustment Entry screen

• Adj Code:                    01159

• Comment Example:    PPV OOS 102517 10.99-    

4.Hit Enter to lock in the adjustment

5.Click to check the Confirm box and submit

6.Enter notes in BOLT to explain the reason for the adjustment

Note: the PPV Purchase History Screen will not remove the amount charged until after the nightly download of ICOMS Adjustments

1. On the BOLT Telephone Tab, click View Calls on the Phone Number line
2. Choose the bill to credit from the Select Statement dropdown
3. Select a Call Type from the dropdown to display the charged calls
4. Use the checkboxes on the right-hand side to select the calls(s) to credit

• Credit international calls one call at a time due to rate differences

5.Click Adjust Selected

6.Click Calculate Adjustment, then Submit and OK

7.Enter notes to explain the reason for the adjustment

8.Note: Toll Adjustments appear on the next statement; they calculate per-call at the monthly billing run

This can only be done when an account is in FORMER status, not just a disconnected telephone number; Toll Inquiry credits may take up to 2 billing cycles

1. Select Online Adjustments from the Customer Information dropdown
2. Highlight the line with Srv Ctg T and AR Code 103
3. Enter the following information on the On-Line Adjustment Entry screen

• Adj Code:                     1123

• Adj Amount:                Dollar amount to credit followed by the minus sign (-). (Credit Usage amount on bill; taxes are automatically included.)

• Comment Example:    Phn Toll 102517 2.68-

4.Hit Enter to lock in the adjustment

5.Click to check the Confirm box and submit

6.Enter notes in BOLT to explain the reason for the adjustment

1. Identify the type of call when disputing Long Distance or International Calls

1. Backdate the calling Plan at the customer's request
   
   
   • Process an adjustment from the date the plan should have changed to the date it was actually changed
   
   
   • For more involved issues, you may have to pull previous months' bill copies
2. Calculate the credit
   
   
   • If customer made 5 one-minute calls per day for 5 days @ $.08 per minute = $2.00
   
   
   • If the same 5 one-minute calls were made per day for 5 days @ $.05 per minute = $1.25 is the actual charge for the calls
     
     
     • So far, there is a $.75 credit for the calls
   • Also add the cost of the $.05 Calling Plan @ $3.95/month:
     
     
     • Divide $3.95 by 30 days = $.13 per day x 5 days = $.65
   • $.75 credit for the calls minus the $.65 charge for the calling plan
     
     
     • Actual Credit due for the change in the calling plan and rerating the calling plan is $.10

1. On the General Ledger, click the Adjustment Info tab and Assorted Adjustments tab
2. Select Customer Satisfaction Adjustment from the pull down menu
3. Reminder: Only use the Customer Satisfaction Adjustment process when unable to tie to a specific line item charge
4. Enter the total credit amount in the Amount field
5. Select all services that apply
6. Click Calculate Adjustment, then Submit Adjustment
7. Enter notes to explain the reason for the adjustment

Only used after Service Adjustment has been placed and taxes still remain uncredited

1. Submit a Service Now Ticket for tax and/or surcharge adjustments; include account information with which one to credit