Identifying Who Canceled a Scheduled Payment

As a CSR, you can identify the user responsible for canceling a scheduled payment, which can help answer questions from customers related to canceled payments.

To identify the user who canceled a payment:

1. Log in to Customer Care and Billing.
2. From the Menu, select Self-Service, and select Self-Service Task. The Self-Service Query page is displayed.
3. Search for the canceled payment by providing the following:
   • Search By: Select the attribute to search for. Common search criteria is to search by the Customer Name, or provide the direct Service Task ID if that value for the canceled payment is known. Enter applicable search criteria for the style of search selected.
   • Service Task Type: For searches other than Service Task ID, select One Time Payment Task.
4. Select Search to display a list of self-service tasks. Select the applicable self-service task to review details about the task.
5. From the Log User area, you can review the user name and person responsible for canceling the payment. An example canceled payment is shown below.

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