Balances on the account can be considered services that have been charged to the account but have not been paid in full. This is not typical as our policy requires clients to pay for their services at the time that they are received.
Common Reasons for balances on the account
Unpaid Services Received
Partial Payments
Failed Payments at the Service Center
Technician unable to process a payment.
The client’s paid to date may display as current (the client gets serviced but does not pay for it)
**Review the Invoices for the charge/payment**
Failed Autopay:
If the payment is declined, there will NOT be a charge on the account until they go in for service. This client is able to drive until 6/3 but a payment should've come out 5/10
When a client has a balance on the account if the dates on the account are current and the client has not caused an early recall, they can still drive the vehicle.
Technicians should be asking permission from FOM (Field Operation Manager) to leave a balance. We cannot ask or instruct the technician to leave a balance on the account.
When the client calls to pay the balance if they were already charged, the balance will automatically load when you create an invoice.
If this is the case a few things to remember:
Do not add the line items to the invoice if they are only paying the balance.
Save invoice and make credit card payment
We accept partial payments for a balance on the account – payment can be taken for whatever amount the client wants to pay at the moment.
Clients with a balance on the account that are current, if they cannot pay, reach out to ART.
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