1. Using Care Experience
  2. View Payments History and Allocate Payments

View Payments History and Allocate Payments

As a customer service representative, you will address different customer issues.

You receive a call from a customer that payment is made, but there is a balance due on the account. You navigate to payment history for that specific bill unit, and then view allocated or unallocated amount details. You see that bill isn't paid completely and hence the bill is still shown as due for the customer. You help the customer understand and settle the unpaid amount. You will create a new payment and apply it to the unpaid bill amount.

View Payment History and Allocate Payment

Sign in as a customer service representative to view the payment details and set the unallocated amount to settle the bill due.

  1. On the Billing Care Dashboard page, click the title of the Payment History tile for a selected Bill Unit to view the list of Payments applied to the Bill Unit. Alternatively, you can click the Payments link on the panel of the Billing dashboard and Customer 360 dashboard to open a complete list of payments across for all bill units.

  2. Search the payment list to locate a specific payment.

  3. Click the Payment ID link to view Payment details information, including Allocated and Unallocated Amounts.

  4. To view allocated details of a specific payment ID, select Allocation Details on the Action menu of the payment record in the list view. You can also click Allocated Amount in the Payment details view.

  5. From the Actions list, click Allocate Unallocated Amount.

    When there is an Unallocated Amount on a Payment, you can allocate that amount to settle bills. To allocate an unallocated amount, you can select Allocate Unallocated Amount on the action menu of the payment record on the payment list. You can also click the Unallocated Amount on the Payment Details view.

    Note:

    To settle or allocate a certain amount for a payment record, the unallocated amount for that specific bill unit must be more than zero.

  6. On the Allocate Payment page, in Set Allocation Amount region, distribute the unallocated payment amount across one or more bills that aren't fully paid.

  7. Click Apply to reflect the allocation changes that you made.