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
   
• If not, assist with Selfcare account setup
   
• 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