If a customer disputes an Early Cancellation Fee

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If a customer disputes an Early Cancellation Fee

Post by BraveAmethyst on 09/03/10, 09:44 am

What:
If a customer disputes an Early Cancellation Fee (ECF) that was assessed for a receiver replaced with leased equipment, the CSR should reverse the ECF, regardless of whether or not the original receiver was owned or leased, and regardless of whether or not the replacement receiver was drop-shipped to the customer or installed during a service call.  This issue should not be escalated.
When:
Effective immediately
Why:
Customers are not subject to a new Service Agreement when they replace a faulty piece of equipment.  There is no longer a need for CSRs to check the date a leased replacement receiver was activated to determine if a Service Agreement applies. 
How:
If a customer disputes an ECF that has been applied to their account, verify that it was the result of the replacement of a receiver.  If so, reverse the ECF by selecting the Cancellation Fee line item from the Billing Ledger in Rio and issue credit using SAJ 172.  Comment the account, including “Own to lease ERP order, invalid agreement.”
Where:
In the coming days, the ECF/Lease Agreement Tool will be updated in DORIS (path: Quick Links: Tool Menu > ECF/Lease). 
 
Also refer to the procedures for waiving an ECF in DORIS (path: Billing > General Info > Agreements: Waive Service Agreement/ECF). 
 **NO NEED TO CONNECT TO ACDT IF DISPUTING EQUIPMENT OWNERSHIP CAUSING THE ECF
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BraveAmethyst
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