Billing

How can you check the billing platform of the customer using Admin Tool?

• Search the company ID in admin tool>>>click the Banking tab>>then click diagnose connection to see the partner info

• Search COID in admin tool>>Go to Billing>>under Offer ID, click the highlighted code>>check the billing platform info

• Search Auth ID in Admin tool>>>click the user>>>click the Billing option

In the new VCI process, what are the requirements for Level 1?

• First name and last name of customer, email address or phone number

• Business name, business address, last charge amount

• Company ID, last 4 digit of social security number, email

One of the best ways to determine what the charge is for that a customer had is by the ______ on the customer’s statement.

• bank name

• description

• payment

What are the probing questions you will ask to the customer if they see an unusual charge in their bank statement?

• Ask for the date, amount, and description of charge.(DAD)

• Ask the amount, the last 4 digit of the card, and the bank account number.

• Ask the date, the bank’s name, and the credit card number

QuickBooks Online accepts the following payment method except.

• Amazon Pay

• ACH Bank transfer / Paypal

• Debit card and Credit card

How can customer update or change their payment method?

• Sign in to QBO as primary admin>>go to banking tab>>select the bank that you want to update and click it>>click edit sign in info>>enter the new bank’s login credentials>>click save.

• Sign in to QBO as primary admin>>go to the gear icon>>select Subscription and Billing>>click the pencil icon next to your payment method>>enter the new credit card details

• Click the gear icon>>>select account and settings>>go to advanced tab>>click the edit or pencil icon>>>update the payment info by entering the new credit card details

What if the person that the agent is speaking to cannot verify the information required for their need?

• Have the customer guess at least 2 tries>>if customer still can’t verify, move on to a different question>>if still customer can’t verify, let them know what you can do such as: provide help articles, video tutorials, answer lvl1 questions and provide case number in case of callback

• Ask the customer for their tax identification number>>if customer doesn’t have that, let the customer contact IRS (internal revenue system) for additional documents.

• Have the customer guess at least 10 times>>if customer can’t verify, ask the customer to send their ID>> if still customer can’t provide the ID, ask them for their social security number.)

Billing issues on an account that is accountant billed should be...

• transferred to Payroll

• Transferred to QuickBooks Online Accountant Care team

• Supported

While in the Trial_Opted_In status, customers are able to make changes to their subscription, including upgrading, downgrading and canceling.

• True

• Maybe

• False

How can we check if customer does have Downgrade stoppers?

• Go to OII>>Pull up the Company ID>>go to View Audit Trail log>>check for downgrade stoppers

• Pull up the CO ID in admin tool>>go to billing>>scroll down to customer allowed operations>> hover your cursor to the Downgrade button to see if customer has some downgrade stoppers

• In Salesforce, go to case>>click the related tab>>check if customer has some downgrade stoppers