This chapter describes the process of using the customer acceptance portal.
This chapter covers the following topics:
The Customer Acceptance Portal lists newly authored contracts and renewal contracts that require customer acceptance. Contracts appearing within the portal can be manually submitted by the sales representative as well as generated with the Online renewal process. After logging into the Customer Acceptance Portal, a customer can accept, decline, or request additional information for each contract.
Customers can:
Specify payment methods that comply with regional requirements for their international contracts. Acceptable payment methods are defined within Global Contracts Defaults and include credit card, commitment, purchase order, check, or wire. See Entering Contract Defaults.
Upload a payment document, such as the image of a PO or check.
Either log in directly to the Customer Acceptance Portal or access the page through a link embedded within an e-mail notification.
Capture cancellation reasons and comments.
After a customer accepts or declines a contract, it is no longer available in the pending contracts region. Contracts for which customers request assistance remain available for acceptance or declination.
Additionally, sales representatives can:
Review request assistance messages and cancellation notes within the customer interactions of the contract.
Maintain customer account and password information.
The following table lists notifications that customers receive during the authoring and renewal process that may require acceptance within the Customer Acceptance Portal:
Note: For each of these customer e-mails, the application provides a link to the Customer Acceptance Portal if the cover letter template includes a link. The seeded cover letter template has a link.
Check with your administrator to determine whether the seeded letter has been modified.
| E-Mail Template | Method that customer receives e-mail |
| Quote Letter | The application sends an e-mail notification at renewal in the Online process or using the Publish to Customer action. You can also send this notification to a customer using the Email Customer action and selecting the Quote Letter notification for the e-mail message body. See Sending an E-Mail to a Customer (HTML). |
| Reminder Letter | The application sends an e-mail notification when a Reminder program identifies a target contract You can also send this notification to a customer using the Email Customer action and selecting the Reminder Letter notification for the e-mail message body. See Sending an E-Mail to a Customer (HTML). |
| Acceptance Confirmation | If a customer accepts a renewal, an acceptance confirmation e-mail is generated. If the sales representative accepts on behalf of the customer, an activation confirmation is sent at contract activation. You can also send this notification to a customer using the Email Customer action and selecting the Acceptance Confirmation notification for the e-mail message body. See Sending an E-Mail to a Customer (HTML). |
| Cancellation Letter | If a customer declines a renewal, a cancellation e-mail is sent. This may also generate a cancellation letter if a sales representative declines on behalf of the customer by changing the contract status to Canceled. You can also send this notification to a customer using the Email Customer action and selecting the Cancellation Letter notification for the e-mail message body. See Sending an E-Mail to a Customer (HTML). |
| Activation Confirmation | If a customer accepts a renewal, an e-mail notification is generated at the start date of the contract. You can also send this notification to a customer using the Email Customer action and selecting the Activation Confirmation notification for the e-mail message body. See Sending an E-Mail to a Customer (HTML). |
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Opening the Customer Acceptance Portal
Prerequisite: Your administrator must create a login. The application sends login information in the initial quote letter.
To open the Customer Acceptance Portal
Log in to the Customer Acceptance Portal with your user name and password, such as marsha.able@vision.com/welcome. The Pending Service Contracts page appears.
You can accept the contract, decline the contract, or request assistance. You can also view a PDF version of the contract quote.
Review the list of contracts and identify the contract that you will work with.
Choose the Select radio button.
To view a contract quote, select the Quote icon for the contract. This opens a PDF version of the quote in a separate window.
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Prerequisite: Access the Customer Acceptance Portal. You must have contracts that require your action.
To accept a contract
Choose the Select radio button for the contract that you want to accept.
Click Accept.
The Accept contract detail page appears with an html view with key information of the contract, such as contract amount and bill to information. Additional details will be available in the quote letter pdf file. You can cancel the acceptance process, request assistance, or continue to acceptance process.
Review the contract details.
Note: You can open a PDF view of the Quote by selecting the Quote link.
Select a Payment Type in the Payment Details region. Depending on the type that you select, you may need to enter additional information.
If you select Credit Card on File:
Select a credit card from the LOV.
Enter a security code.
If you select Check, enter the check number.
If you select Commitment, select a commitment number from the LOV.
If you select New Credit Card:
Enter a credit card.
Select an expiration date.
Enter a security code. This field may be required if the vendor requires a security code for credit card transactions.
If you select Purchase Order, enter the PO number covering the contract.
If you select Wire Transfer, enter the account number from which the fund will be wired.
To add a supporting payment document or other attachment, select Add Attachment within the Attach Documents region. The Add Attachment page appears. See Adding an Attachment.
Select Continue. The Accept Service Contract: Review and Confirm page appears.
Review the contract details.
In the Acceptance Clause region, select the check box indicating that you agree to the contract terms and conditions.
Select Accept. A confirmation appears indicating that your acceptance has been received.
Additional Information: If the contract has multiple quotes and the customer accepts any one of the quote, then the other quotes are automatically withdrawn.
To print a copy of your acceptance terms, select Printable Page
Select Done.
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Opening the Customer Acceptance Portal
Prerequisite: Open the Customer Acceptance Portal and accept a contract. From the Accept detail page select Add Attachment.
To add an attachment
Name your attachment in the Title field.
Provide a summary of the attachment in the Description field.
Select a File Type radio button. You can choose File, URL, or Test.
If you select File, select Browse to select a file from your computer to attach. This starts the File Upload box for your computer and enables you to navigate and select a file.
If you select URL, enter a url to reference, such as http://www.oracle.com.
If you select Text, enter or paste the text that you want to reference within the Text box.
Click Apply. The attachment appears in the Attach Documents region.
Note: After you apply your attachment, you can select Add Another to add an additional attachment. If you select Add Attachment, you will receive a message that the attachment has been added successfully but not saved. You must select Apply to continue.
After you add an attachment, you can update it by selecting the Update icon. You can also delete it by selecting the Delete icon.
Prerequisite: Access the Customer Acceptance Portal. You must have contracts that require your action.
To decline a contract
Select the Select radio button for the contract that you want to decline.
Click Decline.
The Decline contract detail page appears with an html view with key information about the contract. You can cancel the declination process, request assistance, or decline the contract.
Select a reason from the LOV.
Select the check box that indicates that you agree to the terms of the Decline Clause.
Optionally, enter your comments.
Click Decline. A confirmation message appears indicating that your decline instruction has been received.
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Opening the Customer Acceptance Portal
Prerequisite: Access the Customer Acceptance Portal. You must have contracts that require your action.
To request assistance
Choose the Select radio button for the contract for which you need help.
Click Request Assistance.
The Request Assistance page appears with an e-mail form for you to complete. The sales representative for the contract appears in the To field. Your e-mail ID appears in the CC field. The Subject field is populated with the contract number, such as Salesrep Assistance for Contract : 23126. You can send an e-mail or cancel your request.
Enter a description of your issue in the Description block.
Select Send.
A confirmation appears indicating that your request for assistance has been forwarded to the sales representative who is responsible for your contract. In addition, an interaction record is added to the Contract History.
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