Manage Bill Total Adjustment Requests

As a customer service representative, you receive a request from the customer to adjust the total amount for a specific bill. You can negotiate the adjustment amount and submit the adjustment to billing for processing, if the amount is within your approved threshold amount.

Initiate a Bill Adjustment Request

You must sign in to the application as a customer service representative or a customer service manager.

On the Billing Care Dashboard page, go to the Bill Details view.
Select the billing period from the Period drop-down list.
Identify the bill item that you want to adjust, and then click Adjust Bill Total.
On the Set Adjustment page, set the adjustment amount, the tax treatment of the adjustment, select an adjustment reason, and enter any comments as needed.

As you work on setting up the adjustment request, you can check that there are no duplicate requests being set up by other agents. You click the Related Requests link on the page to open any existing requests created for the same bill and not yet submitted.

When you create an Adjustment Request, a Service Request of category Bill Adjustment is created with its related Adjustment Request extensions. You can save an adjustment request before it's submitted and reopen it later to continue working on it. You can also Cancel an Adjustment request after it's created and before it's submitted.

Assign a Billing Adjustment Request

After you initiate and create a bill adjustment service request, and before you submit it for processing, you can assign the request to other users.

Go to the Service Requests category in the unspecified dashboard.
Click the service request that you created for the adjustment request.
On the Set Adjustment page, select the user from Assigned To drop-down list, and then click Save.

Review and Submit Billing Adjustments

After you set the requested adjustment amount and complete the necessary information, you can review your request before you proceed to submit it.

On the Review Before Submit page, verify the adjustment amount you requested.
Verify the complete adjustment request information, and click Submit.

If the adjustment amount is less than the threshold, then the adjustment is processed for billing.

Customer Service Manager Actions

As a customer service manager, if the adjustment amount is more than the threshold for the bill due, you can do the following tasks on the requested bill events adjustment:

Task	Description
Review Bill Adjustment Request	As a customer service manager, you can either select a service request in a queue or open the service request assigned to you by another customer service representative or a manager. Go to the Service Requests section and select the adjustment request assigned. You see the summary view of the bill adjustment submitted by the agent. From the Bill Adjustment panel, you can click the bill number to view bill details and the billing history.
Edit Adjustment Request	Click Edit to modify the adjustment request information. On the Edit Bill Adjustment page, you can edit the adjustment amount, tax information and add any additional comments if needed. Click Approve and then click Continue.
Approve Adjustment Request	Click Approve when you agree to the request created by the agent, without any changes.
Submit Adjustment Request	After you click Continue, you see the summary view of the approved request. On the Review Before Approval page, verify the information, and click Submit.
Reject Adjustment Request	Click Reject when you disagree with the request to adjust the bill charges, even for a different adjustment amount. You must enter a reason for rejecting the request.