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Paper and Paperless Billing Setup Instructions- 1407

Estimated Reading Time: 2 Minutes
199   February 13, 2024  Billing and Account Help 0

Introduction

To ensure successful paperless billing setup, an account must have:

  • An active Selfcare account 
     
  •  A valid preferred email address

Important Notes for Bill Handling:  

  • Authenticate 2 Security Questions OR the CPNI PIN and one (1) Security Question before discussing or changing any applicable CPNI and PII-protected information; customers cannot opt-out of CPNI verification
     
  • In the BOLT General Ledger / Selfcare tab, verify customer set up their Selfcare account
     
  • Changes can be made to pending install and active accounts  
     
    • When the statement status is Former or Never, or Pending Disconnect, bill handling cannot be changed (Pending disco includes non payment)
       
  • Changes take effect on the next statement that generates
     
  • Customers have the option of choosing one: paper or paperless billing
     
  • Use the Paper Bill section of the procedure when customer receives a bill formatted for Business, but customer is Residential
     
  • Bills are mailed based on the Bill Handling Code setting in the ICOMS Statement Configuration [BI] screen
     
  • Use preferred email setting email bill PDF only when specifically requested; the bill remains available in Selfcare
     
  • Paperless bill customers receive email notification from info@[company_domain].com when the latest billing statement is ready in Selfcare 
     
  • Multiple statement accounts can be set up differently for paper and paperless bill

 

Resolution Steps

  1. Check the BOLT General Ledger / Selfcare tab to verify Selfcare account is set up
     
  2. If no account is found, assist the customer with Selfcare account setup
     
  3. Return to BOLT Statement Config on the General Ledger  tab to set paperless billing              
     
  4. Choose the  Statement dropdown and click the edit pencil next to Bill Handling    
     
  5. Choose Electronic Bill Selfcare and Save then close
     
  6. Bill handling changes have been updated.  When the bill is available in Selfcare, email notification goes to the preferred email address on file
  1. In the BOLT General Ledger / Selfcare tab, verify a Selfcare account is built prior to making bill handling changes
     
  2. In ICOMS, go to the Statement Configuration [BI] screen and highlight the active statement; click Change
     
    • Bill Handling Code: 5 Email Bill PDF to Preferred Email
       
    • Service Class: R for Residential or B for Business
       
    • Print Statement: A for Always (select this for all bills) 
       
  3. Click Exit to lock-in changes
     
  4. Email Notification with the bill attached goes to the preferred email address on file
  1. In ICOMS, go to the Statement Configuration [BI] screen and highlight the active statement; click Change to update bill handling:
     
    Bill Handling Code Notes
    1 Paper Billing If a number already exists in the box, clear the number and enter number 1
    2 Electronic Bill    Selfcare

     
    5 Email Bill PDF to Preferred Email

     

    • Service Class: R for Residential or B for Business
       
    • Print Statement: A for Always (select this for all bills) 
       
  2. Click Exit to lock-in changes
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Paper and Paperless Billing Setup Instructions- 1407
Estimated Reading Time: 2 Minutes   February 13, 2024 0

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