Resolution Steps
Adding a Bill To Address
Using BOLT:
- Access General Ledger tab
- Access the Statement Configuration tab
- Select the statement to be updated
- Click the Add/Edit Bill Addr button
- At the Address Maintenance window:
- Enter the caller's name
- Select the Bill Address type and click Submit
- Bill Address Type includes:
- Foreign
- Military
- P.O. Box
- Service Address - Bills are sent to the service address by default
- Standard Billing Address - Use this choice for most Bill to address changes
- Needs address assistance
- All Information must be entered in ALL CAPITAL letters
- Common reasons to make a change:
- Adding a Name and Address
- Updating a Name and/or Address
- Correction of a misspelled name
- Adding a second name to a bill
- Divorce and marriage reasons (Name Change guidelines apply)
- Addition of a military address
- Addition of a PO Box
- Addition of a foreign address
- To add "In Care of" to a bill
- Note: Each time billing is run - all bills are run through a process to ensure addresses are valid according to the USPS Standards
- NOTE: If the customer's address has a fraction in the address it should be entered in this format: number/number into the fraction-FRC field Example: 770 1/2 Main St. 27-1 Drexelbrook Dr. See Screenshot
- Common reasons to make a change:
- Submit to lock in the changes
- EXAMPLES
In Care of
- Do not use this field to add a second name to an account, only use this option when placing a bill in care of someone else
Sonia Shady called to say she is moving into a personal care home and she wants her bill to go to her lawyer who will be paying all of her monthly bills for her; enter the bill to address this way:
- "Customer Name" has the customer's name
- "In Care Of" has the lawyer's name
- Note: Once submitted, the "In Care Of" line does not show in the BOLT billing address, use ICOMS to view "In Care Of" information
- Place the PO Box and number in the street field
Enter the city and state in the city and state fields, enter the P.O. Box number only in the blank field
This will ensure that the customers bills arrives the PO Box address
- Military addresses should not be treated as a foreign address, regardless of where the person is stationed
- The APO/FPO/DPO portion of a military address is selected:
- APO - Army or Air Force (Army Post Office or Air Force Post Office)
- FPO - Navy and Marine Corp (Fleet Post Office)
- DPO - Diplomatic Post Office
- The AE, AP or AA is selected:
- AE is for armed forces in Europe, Middle East, Africa and Canada
- AP is for the Pacific
- AA is the Americas excluding Canada
- NOTE: Never use the Foreign Address choice when adding a military address even if the person is living outside of the United States, incorrectly checking the Foreign Address box can result in the customer not receiving their bill, credit refunds, or any other mailed materials. If we need to mail a statement to Italy, Germany, Canada, France, etc and it is not an APO/FPO address then use the foreign address
- The correct way to enter a military address below:
- Rank followed by name
- Unit / Base
- APO/FPO/DPO
- AA/AE/AP
- Zip Code
- The correct way to enter a military address below:
- The APO/FPO/DPO portion of a military address is selected:
-
- Enter the Customer Name and any In Care Of names
- Address Line 1 enter the house address. Do not type the name on this line. The customer's name is in the Full Name field
- Address Line 2 enter the city or town name, other principal subdivision and postal code. In some countries, the postal code may precede the city or town name
- Address Line 3 enter country
- Enter the Customer Name and any In Care Of names
- In the screenshot examples below there are a few examples on how to enter foreign addresses for different countries, for specific information and countries please access: http://www.bitboost.com/ref/international-address-formats.html#Formats
Examples:
- Do not use this field to add a second name to an account, only use this option when placing a bill in care of someone else
Using ICOMS
- Access Statement Configuration [BI] screen
- Highlight the statement to be updated
- Click the Addr Maint button
- When the Maintain Customer Statement Addresses screen appears, highlight the customers name
- Click on the Change button
- Note: The appearance of the Maintain Customer Statement Addresses screen means the customer has a Bill To address configured
- Always use the Change function to edit the existing Bill To address
- Do not use the Add Addresses function in Left sidebar
- The customer cannot receive 2 printed statements, with each going to a different Bill To address
- At the Statement Address Maintenance window:
- All information must be entered in ALL CAPITAL letters
- If the customer does not have the 9 digit zip code, access this link to acquire the information
- IMPORTANT: Only five total lines of the billing address print on a bill, each time billing is run
- All bills are run through a process to ensure addresses are valid according to the USPS Standards
- All bills are run through a process to ensure addresses are valid according to the USPS Standards
- Fill the Addr Tp field with 'B' for bill to address
- Click OK to lock in changes
- NOTE: If the customer's address has a fraction in the address it should be entered in ICOMS in this format number/number into the FRC field
Example: 770 1/2 Main St. 27-1 Drexelbrook Dr.
Examples:
In Care of
Do not use this field to add a second name to an account, only use this option when placing a bill in care of someone else
Sonia Shady called to say she is moving into a personal care home and she wants her bill to go to the Bank of America since they will be paying all of her monthly bills for her
Enter the bill to address this way:
- Line 1: name of the bank
- Line 2: customer name
- Line 3: trust information
- Line 4: address of the bank including the floor number
- Line 5: is left blank so Line 6, which contains the city, state and zip code information, will print on the bill
- The Full Name Field is considered one line of the Billing Address
- If the first 4 lines of the bill to address are utilized as in the example below, please do not populate the BLDG and APT Field
- Instead the floor or apartment number should be entered into the street field immediately following the street name
- In this screen shot if the FL3 in the BLDG or APT Field are placed where it seems like it belongs, the customer's city, state and zip code will not print on the bill resulting in undeliverable mail
PO Box
Place the PO Box and number in the Street field
Enter the city and state in the city and state fields, because there are only 3 lines of the billing address utilized
This will ensure that the customers bills arrives the PO Box address, do not check Foreign Address
Military Address
Military addresses should not be treated as a foreign address, regardless of where the person is stationed
- The APO/FPO/DPO portion of a military address should be entered into the City field
- APO - Army or Air Force (Army Post Office or Air Force Post Office)
- FPO - Navy and Marine Corp (Fleet Post Office)
- DPO - Diplomatic Post Office
- The AE, AP or AA should be entered in the state field
- AE is for armed forces in Europe, Middle East, Africa and Canada
- AP is for the Pacific
- AA is the Americas excluding Canada
- NOTE: Never check the Foreign Address box when adding a military address, even if the person is living outside of the of the United States
Incorrectly checking the Foreign Address box can result in the customer not receiving their bill, credit refunds, or any other mailed materials
If we need to mail a statement to Italy, Germany, Canada, France etc and it is not an APO/FPO address we should check the foreign address box
- The correct way to enter a military address below:
- Line 1: name and rank
- Line 4: address
- Line 6: FPO (city and state) information
- The correct way to enter a military address below:
- NOTE: Never check the Foreign Address box never be checked unless the customer is residing at an address outside of the United States
Incorrectly checking the Foreign Address box can result in the customer not receiving their bill, credit refunds, or any other mailed materials
- Examples of instances where you would use a foreign address would be to send statements to Italy, Germany, Canada, France, etc.
Foreign Address
- Address Type field will need to be filled in, click on the ? box and choose "B" for Bill to address
- Click on Select
- Click on the Foreign Address Box
- Click on the Foreign Address in Left Sidebar, this will populate the 'Edit Bill to Foreign Address' screen
- Line 1 enter the house address. Do not type the name on this line, the customer's name is in the Full Name field
- Line 2 enter the city or town name, other principal subdivision and postal code, in some countries, the postal code may precede the city or town name
- Line 3 enter country
In the screenshot column there are just a few examples on how to enter a foreign addresses for different countries
For specific information and countries please access: http://www.bitboost.com/ref/international-address-formats.html#Formats
Examples:
NOTE: If there is no forwarding address or if the mail will be forwarded, please note that
