Payment arrangements: Atlas

1. Select Billing from the magenta navigation bar or click the Toolbox in the left navigation bar.
2. Click Payment arrangement.

Use the payment arrangement section to review the below account information.

• Quick scan indicators: You can hover over these indicators to see what they mean or click on them to get a description to display. If your customer doesn't meet these conditions, the indicators won't show.
  • Delinquent: D (red text)
  • Future dated payment active: FDP 
    
  • Extended payment schedule active: EPS
  • Collection hold: CH (red text)
• Balance breakdowns
  • Balance in full
  • Current charges and due date
  • Total past due and days past due
  • Minimum payment: Amount required to pay to set up a PA, and how many total days past due the amount is.
• AutoPay status: Yes/No
• View payment arrangement history
  • You will see a hyperlink to view your customers PA history if they've had a payment arrangement set up.
  • You will see 'No payment arrangement history on the account,' if they've never set up a PA.
  • You will see a flagged message 'Customer has a missed installment. To avoid failing the arrangement, customer needs to make a payment.' if they've missed a PA installment.
• Make payment: Select to make a payment.

Use these steps to set up a proof of payment (POP).

1. From the Payment arrangement landing page, select Set up arrangement.
2. Advise your customer:
   • A payment support fee of $10.00 will be added to the balance due. The fee will be included in the installment (unless exempt from the fee).
   • AutoPay pauses while on an active payment arrangement.  
     • When the payment arrangement is completed, AutoPay resumes.
     • If the PA fails, you will be un-enrolled from AutoPay. You would need to manually re-enroll.
     • Deleting a payment arrangement resumes AutoPay.
3. Select Proof of payment under Type column
4. Select Balance in full, Past due, or Other amount (must be greater than the past due amount and less than the balance in full) under Amount column.
5. Select mm/dd/yyyy from eligible dates shown in the calendar, up to 10 days from today's date under Payment date column
6. Ask your, customer, how they want to make their payment.
   • Secured POP (payment automatically processes on the date selected):
     1. Select Payment method under Payment method column.
     2. Select Method on file, New electronic check, or New card.
     3. Enter/Verify customers payment method account information.
     4. Click Continue.
   • Unsecured POP (payment must be made manually by your customer):
     1. Select Customer will be responsible to make the payment under Payment method column.
     2. Click Continue.
7. Advise your customer 'Account will be qualified for auto-restore upon successfully setting up this payment arrangement. A restoration fee of $20.00 plus taxes per line will be included in the installments' if the account is suspended due to non-payment and POP will restore their account.
8. Review the summary page with your customer to make sure information entered is accurate. You can Cancel or Go back on this screen if needed.
9. Select the preferred language English or Spanish for notifications under Communication preferences.
10. Advise your customer the mobile number associated with setting up the proof of payment will receive SMS notifications about their proof of payment.
11. Enter an Email address if your customer wants an email confirmation.
12. Select Continue.
13. Read the required Terms and conditions to your customer and gain their acceptance. Check the box Customer accepts the terms and conditions.
14. Click Submit to save the POP. A confirmation message displays 'Payment arrangement has been created' with the POP details shown under Active arrangement column.

Use these steps to set up a payment arrangement (PA).

1. From the Payment arrangement landing page, select Set up arrangement.
2. Advise your customer:
   • A payment support fee of $10.00 will be added to the balance due. The fee will be included in the installment (unless exempt from the fee.)
   • AutoPay pauses while on an active payment arrangement.  
     • When the payment arrangement is completed, AutoPay resumes.
     • If the PA fails, you will be un-enrolled from AutoPay. You would need to manually re-enroll.
     • Deleting a payment arrangement resumes AutoPay.
3. Select Regular under Type column.
4. Select Balance in full, Past due, or Other amount (must be greater than the past due amount and less than the balance in full) under Amount column.
5. Select 1 installment or 2 installments under the Installments column.
6. Select mm/dd/yyyy from eligible dates shown in the calendar under Payment date column for installment(s).
7. Ask your, customer, how they want to make their payment.
   • Secured PA (payment automatically processes on the date selected):
     1. Select Payment method under Payment method column.
     2. Select Method on file, New electronic check, or New card.
     3. Enter/Verify customers payment method account information.
     4. Click Continue.
   • Unsecured PA (payment must be made manually by your customer):
     1. Select Customer will be responsible to make the payment under Payment method column.
     2. Click Continue.
8. Advise your customer 'Account will be qualified for auto-restore upon successfully setting up this payment arrangement. A restoration fee of $20.00 plus taxes per line with a 3 line cap will be included in the installments' if the account is suspended due to non-payment and PA will restore their account.
9. Review the summary page with your customer to make sure information entered is accurate. You can Cancel or Go back on this screen if needed.
10. Select the preferred language English or Spanish for notifications under Communication preferences.
11. Advise your customer the mobile number associated with setting up the payment arrangement will receive SMS notifications about their payment arrangement.
12. Enter an Email address if your customer wants an email confirmation.
13. Select Continue.
14. Read the required Terms and conditions to your customer and gain their acceptance. Check the box Customer accepts the terms and conditions.
15. Click Submit to save the PA. A confirmation message displays 'Payment arrangement has been created' with the PA details shown under Active arrangement column.

Use these steps to edit the payment method on an active payment arrangement.

1. From the Payment arrangement landing page, select Edit payment method under Active arrangement column.
2. Select another method on file Default, Add bank account, or Add card.
3. Click Cancel, Remove selected method or Update payment method.
4. Cancel: Clicking cancel will discard any changes made.
5. Remove selected method:
   1. Advise your customer 'If their payment arrangement required a future dated payment (FDP), to restore services or keep their account active, removing the payment method may result in the suspension of their account and a $20 restoration fee plus taxes with a 3 line cap will be charged.'
   2. Select reason for removing the payment method and click Continue to remove the payment method.
6. Update payment method:
   1. Enter/Verify customers payment method account information.
   2. Click Update payment method. Changes are saved to the active PA.

Use these steps to delete an active payment arrangement for permissioned users.

1. From the Payment arrangement landing page, select Delete arrangement under Active arrangement column.
2. Advise your customer 'Deleting payment arrangement will automatically cancel all setup future dated payments. Do you want to continue?'
3. Select a reason Payment arrangement error (PAERR) or Cancel payment arrangement (CLPA). Selecting CLPA will make the account ineligible to set up another payment arrangement.
4. Click Continue to save changes. A confirmation message displays 'Payment arrangement has been deleted.' or Click Cancel to discard any changes made.

Use the recent payments section to review the below payment information.

• Last three payment-related activities with Date payment posted, Amount of payment, and Type of payment (debit, credit, check) including backed out payments and funds transfers.
• You will see a flagged message 'First payment default,' if the account is in first payment default and no payments have been made.

To navigate to the payment arrangement history on an account:

• Payment arrangement number (PA#)
• Type of arrangement
• Installments
• Setup date
• Amount
• Status
• Expected past due and actual past due

1. Navigate to Payment Arrangement.
2. Select Billing > Payment arrangement > View payment arrangement history or Toolbox > Payment Arrangement > View payment arrangement history.
3. Select View payment arrangement history.
4. Expand on the blade to see payment arrangement installment details, who the payment arrangement was created/deleted by and the deleted reason.
5. To navigate back to the Payment arrangement page in Atlas you must select Go back from Payment arrangement history.

Add a collection hold

Use these steps to view add a collection hold in the Collection section of the Payment arrangements Dashboard.

1. From the magenta navigation bar, select Billing to navigate to the Payment arrangement dashboard or select Payment arrangement from the Toolbox.
2. Select Add hold
3. Select a hold reason, set the expiration date and add notes accordingly
4. Select Activate hold
5. Upon successfully placing a hold, a confirmation message will be displayed of “Account hold has been activated”.

Remove a collection hold

Use these steps to view remove a collection hold in the Collection section of the Payment arrangements Dashboard.

1. From the magenta navigation bar, select Billing to navigate to the Payment arrangement dashboard or select Payment arrangement from the Tooolbox.
2. Select Remove hold
3. Add notes accordingly and select Remove hold
4. Upon successfully removing a hold, a confirmation message will be displayed of “Account hold has been removed”

View aging balance

Use these below steps to view aging balance. The information displayed is the real-time balance.

1. From the magenta navigation bar, select Billing to navigate to the Payment arrangement dashboard.
2. In the Aging section, view current balance, past due balance, and aging buckets for past due amounts below. The information displayed is the same as the Samson Collections screen.

Collection Path

Use these steps to view Collection path information in the Collection section of the Payment arrangements Dashboard.

1. From the magenta navigation bar, select Billing to navigate to the Payment arrangement dashboard.
2. View collection path (Path), most recent collection step (Last step), and next collection step (Next step).
    

• The most severe collection step is shown for each specified month.
• You can click on each collection activity and view a description.
• You will see a DCK if a check was returned and a number if there was more than one check, returned for each specified month.

Aging buckets

Aging balance information is shown and grouped into 1-30, 31-60, 61-90 and 91+ days past due buckets.

• 1 - 30 days past due.
• 31+ days past due.

12-month collection summary

Use the 12-month collection summary to view collection activity over the past year and the total number of dishonored checks (DCK) for the account.

• The most severe collection step is shown for each specified month.
• You can click on each collection activity and view a description.
• You will see a DCK if a check was returned and a number if there was more than one check, returned for each specified month.

A flagged message will show at the top of the page if there was an issue loading any information 'There was a problem loading some data. Try refreshing.' You will see a "- -" where the information should be.

• Billing dashboard: Atlas
• Known issues: Atlas
• Payment arrangements