Adjustments and Credits- Article no. 1630

Introduction

Quick Tips:

Resolution Steps

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    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

    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
Customer Satisfaction Adjustments are issued for $50.00 or less; not for use on FORMER accounts
 
    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
    • A scheduled adjustment automatically credits a specific sum to an account over a period of months
       
        • Scheduled adjustments are not used as a Retention effort

        • Use when a month by month adjustment scheduled for up to 12 months is more appropriate than crediting a large sum at once

        • Use to correct billing issues / errors, campaign drops, or resolve pricing disputes
    • Example:

        • An equipment campaign that provides a discount of $10.00 per month drops during a service change and cannot be added back on and should have discounted for another 3 months

        • Entering a scheduled adjustment of $10.00 per month for 3 months resolves the issue

        • Entering a $30.00 one time adjustment provides more credit than necessary should the customer drop the service next month
    • Front line reps can add $300 maximum and must escalate to a lead or supervisor for more credit

    • Outsource sites must request the adjustment, email vendor.relations@astound.com; please see your TM / lead / supervisor with completed forms

  • Scheduled adjustments:
     
      • Each time an adjustment is entered, you must note BOLT, using the appropriate Non-Technical Record type

      • Must be entered on a single A/R category only

      • Do not have a batch number when the adjustment is pending (batch number is assigned at posting date)

      • Are seen in General Ledger, Adjustment Info, then Future Scheduled Adjustments in BOLT

      • Cancel automatically when account is disconnected

      • Do not transfer; adjustment must be re-entered for remaining months

      • Cannot be created when a pending work order affecting the category of service exists

    • Cannot be edited; adjustment must be cancelled and re-entered
    1. In BOLT press the Refresh button on the General Ledger tab
    2. Select Assorted Adjustments
    3. Select Scheduled Adjustment from the Adjustment Type menu
    4. Enter the Monthly Adjustment Amount
    5. Select the number of months to apply the adjustment amount (1-12)
    6. Select the statement when multiple statements exist
    7. Select an Adjustment Reason from the list

 

  • Residential:
      • Promotional Error (1120)
      • Resolution Adjustment (1912)
  • Business:
      • Promotional Error (1320)
      • Resolution Adjustment (1910)
      • Erate Discount Comm (1541)
      • Erate Discount SM Bus (1341)
    8.Select the date for the first adjustment to occur

      • Click in the text box to launch the calendar

      • You may post date within 30 days, the first adjustment date must be within 30 days.

      • Based on the date, subsequent adjustments follow monthly

      • Allow 48 business hours for auditing
    9.Select Service category - choose one

10.Gently remind the customer: This adjustment is an agreed upon resolution to the issue


11.Calculate Adjustment and advance to the summary


12.Provide comments (required) explaining the reason for the adjustments


13.Submit

  • Information typed in comments, along with basic adjustment information auto generates to notes

    • Example: Customer Scheduled Adjustment of $18 spread over 6 months for an adjustment credit of $3 per month. Customer was promised Starz @4.95/month for 6 months

 

    1. ICOMS Customer Information screen [CM]: click Customer Information

    1. Select Online Adjustments

    1. Select Service Category / AR Code

    1. Enter Post Date - date you want the first adjustment to post to the account

        • Schedule 2 business days out
    2. Enter number of months to spread (12 month maximum)

    1. Select the Adjustment Code

      • Residential:
          • Promotional Error (1120)
          • Resolution Adjustment (1912)
      • Business:
          • Promotional / Campaign (1320)
          • Bill Adj - Correct (1339)
          • Neg Setlment - Billing (1912)
          • Erate Discount Comm (1541)
          • Erate Discount SM Bus (1341)
    2. Enter the total adjustment amount with minus sign after the amount. Example: 29.85-

    1. Enter batch comment with monthly adjustment amount.  (i.e. HBO 1/11-3/11/17 9.95 -)  (BE mm/dd-mm/dd/yy $$-)

    1. Hit Enter; select Confirm

  1. Note BOLT account with the scheduled adjustment details using

    Record Typd: Care Activity (Note: Available to Management and Back Office)
    Reason: Adjustment
    Reason Detail: Adjustment Applied
  1. In BOLT access the General Ledger
  2. Select Adjustment Info
  3. Select Future Scheduled Adjustments
  1. In ICOMS access the General Ledger (GL)
  2. Select Pending Adj in the left sidebar
  3. Highlight scheduled adjustment; select Details
  4. Highlight all unposted adjustments, select Cancel
Seek assistance from a Lead or Supervisor for adjustments totaling $100.00 or more
 
    1. Select Online Adjustments from the Customer Information dropdown
    2. Highlight the line with the Srv Ctg and AR Code charge to credit

 

 

3.Enter the following information on the On-Line Adjustment Entry screen
 

 

    • Enter adjustment amount: enter the dollar amount to credit followed by the minus sign (-)

 

 

4.Enter to lock in the adjustment

5.Check Confirm and submit; enter notes in BOLT, explaining the reason for the adjustment


Article ID: 195
Created: February 2, 2024
Last Updated: February 13, 2024
Author: [shekhar.bhanot@teamhgs.com]

Online URL: https://agentx-astound-kb-qa.hgsdigital.com/article.php?id=195