AS Warmup Day 6

Where do you go to find recently shipped equipment?

• Account page > Work Orders

• Service page > Work Orders > Approved Work Order

• Billing Page > Work Orders

• Service Page > Inventory Deployed

What is an incorrectly invoiced credit?

• Customer requests a refund but they will still owe the amount once refunded

• Customer was charged when they shouldn't have been and needs a refund

• Customer was not charged but have an invoice (bill) that needs to be reversed

• It is a type of goodwill credit

How do you apply an incorrectly invoiced credit?

• Service page > new credit

• Account page > new credit

• Case notes > new credit/refund > record type: credits

• Billing page > create new credit/refund

Customer receives an invoice for $193.04 for non-returned equipment. How do you reverse the invoice?

• Apply an incorrectly invoiced credit

• Apply a referral credit

• Apply a goodwill credit

• Apply a refund from credit balance

Customer was charged $194.84 for equipment. How can you help?

• Apply a sales rep promised credit

• Apply a goodwill credit

• Find the tracking # and include it in your notes, then apply an incorrectly invoiced credit

• Apply a refund from payment

Where can you find tracking numbers for equipment?

• Approved work order

• Service page

• Account page

• Case notes

If a customer needs a return label for sending equipment back, how do you help

• Click on "email return label" on the service page

• Email [e-mail]

• Send information to your supervisor and they will email [e-mail]

• Email a return label from the work order page

If your incorrectly invoiced credit is rejected, what do you need to do?

• Call the customer and inform them their credit did not get approved

• Have your supervisor re-submit the credit

• Re-submit your credit

• Check the reason for rejection. If it says "inter-department review" it wasn't actually rejected

Customer was invoiced for a new smart drive that should have been covered under warranty. How can you help?

• Have your supervisor submit a goodwill credit

• Apply a refund from payment

• Make sure they returned the faulty equipment (tracking #) and submit an incorrectly invoiced credit

• Apply a refund from credit balance

Customer made an extra payment last week to get ahead on their bills and now they would like the remaining credit balance back. How can you help?

• Apply a refund from credit balance

• Apply a goodwill credit

• Apply a refund from payment

• Apply a sales rep promised credit