Hold Entities
Through a hold request, you can keep various entities, such as persons, accounts, or bills on hold. To keep the persons, accounts, or bills on hold, you need to set the entity level in the hold request to Person, Account, or Bill, respectively. The system enables you to keep the following processes on hold for the respective entity through a hold request:
| Entity | Valid Hold Processes |
|---|---|
| Person | Bill Generation, Delinquency, and Funding Note:
If you keep the bill generation process on hold for a person, then the system will hold the bill generation process for all its immediate accounts. If you keep the delinquency process on hold for a person, then the system will hold the delinquency process for the person and its immediate accounts. If you keep the funding process on hold for a person, then the system will hold the funding process for all its bills irrespective of the bill status. In addition, the hold will be on the complete outstanding bill amount and not on the partial bill amount. |
| Account | Auto Pay, Bill Generation, Delinquency, Funding, Overdue,
and Refund Note:
You cannot select both the Overdue and Delinquency processes at the same time in the hold request. The Overdue process is valid for the financial services and health insurance domains, but the Delinquency process is valid only for the health insurance domain. If you keep the funding process on hold for an account, then the system will hold the funding process for all its bills irrespective of the bill status. In addition, the hold will be on the complete outstanding bill amount and not on the partial bill amount. If the auto pay process of an account is on hold, you cannot include any debit bill of the account in any funding request. On activating a hold request for an account, the system creates an alert for the account on the dashboard. On clicking the dashboard alert, the Alerts tab of the Account screen appears. Note that the start and end dates of the alert is set to the hold request start and end dates, respectively. The alert appears until the hold request for the account is released. |
| Bill | Funding Note:
If the entity level is set to Bill, you can hold the funding process of only completed bills through the hold request. If you select the Allow Partial Hold for Bill option in the respective hold request type, you can hold the funding of partial outstanding amount of the bill through the hold request. If you want to hold the auto pay process for a bill, you need to use the Stop Autopay feature. |
While creating a hold request where the entity level is set to Person, you can select the Hierarchy option corresponding to each person included in the hold request. If the Hierarchy option is selected, the system keeps the respective processes on hold for all the accounts in the person’s hierarchy. Note that the system considers only the child persons and not the grandchild persons from the person’s hierarchy and then derives the accounts where the child person is the main customer. However, if the Hierarchy option is not selected, the system keeps the respective processes on hold only for the persons’ immediate accounts.
You can create multiple hold requests for the same entity with different hold reasons. If a bill is on hold through multiple hold requests with different hold reasons, then the maximum hold amount across the hold requests will be considered for the bill. Let us understand this with the help of an example.
| Hold Request | Bill | Bill Outstanding Amount | Hold Amount |
|---|---|---|---|
| HR1 | B1 | 100$ | 50$ |
| HR2 | B2 | 100$ | 60$ |
| HR3 | B3 | -100$ | -30$ |
| HR4 | B4 | -100$ | -50$ |
In this case, the hold amount for B1 would be 60$ and the hold amount for B2 would be 50$.