Any time that there is a service, or a payment taken on a client’s account there will be an invoice. The invoice will give important information that you as an agent will need to review down the line for certain issues a client may call in for.
When looking at an Invoice there are several important things to look for:
Service center information - This is where you will be able to verify what service center this particular invoice was created at. It may not always have the service center name in this section so you can verify the address with the SOP.
Client information -When reviewing a client’s invoice, the information that they previously verified at the beginning of the call should match this section on the invoice.
Vehicle information - This is very important. The vehicle information should match the correct vehicle that was serviced. This is why when a client calls to schedule an appointment, we have to verify what vehicle they need service for. Incorrect vehicle information can possibly cause issues with the reports that are sent to the client’s monitoring authority.
This section will show you the appointment time the service was performed, the Transaction type, and the serial number of the Sample head (handset) that was serviced.
In this section of the Invoice, this is where the line items that were charged will be listed. It will show the quantity that the item was charged, the item name, unit price, and total amount for that specific line item.
This is where you will be able to locate the actual payment that was taken. The reference number will be posted here if a payment was taken at the service center or in the contact center. This is important to review in situations where there may be a payment missing or a balance is on the account and the client made a payment, but it didn’t cover the total amount that was due.
The client’s next scheduled appointment will be listed here towards the bottom of the invoice. The client’s next appointment is typically scheduled at the time of their appointment. This is important when the client states that they were not aware that their appointment was already scheduled. Clients should receive their invoices at every service and can use this as a reference for their account information.
The invoice number at the top of the invoice will also be in the invoice listing on the Appointment History tab.
Example: The invoice above is Invoice #41096 If you go to this client’s Account History you will see the same invoice.
Account History Invoice List
When you select the Account History tab you will come to this page.
Date- All the invoices are organized by the date. The most recent invoice will be at the bottom of the list.
Transaction- This column will give you the description of what service was done.
Details- This is where the invoice number, payment, and credit description label will be.
Balance- This is where you will be able to see if the client owes for anything that was already charged to the account. For example: Client was charged a missed appointment fee at his monitor appointment but he didn’t pay the fee so the client would have a balance.
How to understand the balance
At the top of the Account History list there is a plus sign (+) and a minus sign (-). These columns show you when a charge was added to the balance or when a payment may have been made, lowering the balance.
This is an example of a client going in for Monitor appointment and they made their payment at the service center at the time of the appointment.
This is an example of a client that made a partial payment on a balance at the time of service. A monitor service was done, and the current account balance was $284.87. Client only made a payment through Slim CD for $130.
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