View Account Details



View Account DetailsDescriptionReview invoice and payment details.ActivitiesView Customer DashboardReview and/or Edit ProfileReview Authorized UsersReview and/or Edit Marketing PermissionsChange Billing AddressView Billing DetailsView Payment HistoryMake One-Time PaymentView Invoice HistoryView Customer DashboardStepsStepStep DetailsIn SSP1. View customer dashboard.Customer Dashboard screen is presented. Select account from Account Number field. Account services dashboard is presented with customer’s subscribed services.2a. If profile needs to be reviewed and/or changed:Click Edit Profile.Proceed to activity "Review and/or Edit Profile".2b. If customer would like to review authorized users on account:Click Authorized Users.Proceed to activity "Review Authorized Users".2c. If marketing permissions need to be reviewed and/or changed:Click Marketing Permission.Proceed to activity "Review and/or Edit Marketing Permissions".2d. If billing address needs to be changed:Click Edit Addresses.Proceed to activity "Change Billing Address".2e. If billing details needs to be reviewed: Proceed to activity "View Billing Details".2f. If payment history needs to be reviewed: Proceed to activity "View Payment History".2g. If customer would like to make a one-time payment: Proceed to activity "Make One-Time Payment".2h. If invoice history needs to be reviewed: Proceed to activity "View Invoice History".2i. If wireless service information needs to be viewed: Refer to View Service Information – Wireless procedure in SSP. Procedure ends here.Procedure ends here.2j. If customer does not want to view another invoice or payment details:Review and/or Edit ProfileStepsStepStep DetailsIn SSPReview profile information with customer. Edit Profile screen is presented. If any profile information needs to be updated:Populate relevant fields.Click Save.Return to activity "View Customer Dashboard". If profile information does not need to be changed:Click Cancel.Return to activity "View Customer Dashboard". If My Rogers password needs to be changed:oProceed to activity "Change My Rogers Password".Review Authorized UsersStepsStepStep DetailsIn SSPReview authorized users with customer: Authorized Users screen is presented. If authorized user(s) need to be modified:Click Account Profile.Contact expert group for further assistance.Refer to Contact Expert Group procedure in SSP.Procedure ends here. If authorized user(s) do not need to be modified:Click Account Profile.Return to activity "View Customer Dashboard".Review and/or Edit Marketing PermissionsStepsStepStep DetailsIn SSPIf customer would like to opt in/out of any marketing notifications: Check/uncheck the marketing notification the customer would like to opt in/out for. Click Submit.Return to activity "View Customer Dashboard".If customer is satisfied with receiving marketing notifications:Click Account Profile.Return to activity "View Customer Dashboard".Change Billing AddressBefore You Start This ActivityEdit Address screen is presented.StepsStepStep DetailsIn SSP1. Change billing address.Populate Postal Code. Click Look Up.2a. If validation message is presented: Review populated postal code with customer. Retry postal code look up with another valid postal code if desired billing address cannot be found. If desired billing address cannot be found:Contact expert group for further assistance.Refer to Contact Expert Groupprocedure in SSP.Procedure ends here.2b. If validation message is not presented:Billing address details are pre-populated. Review pre-populated billing address details with customer. Check Override Address to populate remaining billing address information. Populate relevant fields:Street #Street NameApt #CityProvince Return to activity "View Customer Dashboard".View Billing DetailsBefore You Start This Activity Accounts can present the following statuses: Active, Open ,Suspended - Non Payment, Suspended - Over Credit Limit, Pending Disconnect - Non Payment, Pending Disconnect - Cancelled, Closed, Cancelled, Pending Connection or Tentative. In case the customer’s account has been suspended or is in non-pay status, it is not possible to make any changes to the customer’s subscriptions. It is only possible to take a payment and/or view account details. The ability to choose payment frequency applies to TV and internet services only. If the accounts are consolidated (e.g. wireless, TV, phone), then the only frequency that is available for selection by default is monthly.StepsStepStep DetailsIn SSPChange method of payment and/or invoice type.Review customer profile and account status on Customer Dashboard.Review Account Balance, Due Date, Invoice Type, Payment Method and Payment Frequency.Click Edit Billing.Refer to Billing Information procedure in SSP. Return to activity "View Customer Dashboard".View Payment HistoryBefore You Start This ActivityPast payment details include: reference number, date the payment was made, and reference number associated.StepsStepStep DetailsIn SSPClick Payment History.Past payment details are displayed. Return to activity "View Customer Dashboard".Make One-Time PaymentBefore You Start This ActivityOnly three attempts are allowed for a payment - either with the same or different credit card. After the third attempt it will not be possible to continue with order entry. Customer will need to contact Customer Care.StepsStepStep DetailsIn SSP1. Click Pay Now. Pay Now screen is presented.2a. If customer would like to pay by credit card on file:Click Credit Card on File. Enter Payment Amount. Enter Card Security Value. Click Make Payment.If payment is successful:Validation message is presented with confirmation. If payment is unsuccessful:Inform customer that payment was unsuccessful and provide the reason.Ask customer if they would like to use an alternative credit card.If customer does not want to pay using alternative credit card:Inform customer that balance is still due.Return to activity "ViewCustomer Dashboard".2b. If customer would like to pay using alternative credit card:Click Alternative Credit Card.Page is refreshed and fields are editable.Swipe credit card in the device; Populate relevant fields:Payment AmountExpiry Month and YearCredit Security Value If payment is successful:Validation message is presented with confirmation. If payment is unsuccessful:Inform customer that payment was unsuccessful and provide the reason.Ask customer if they would like to use another credit card.If customer would like to use another credit card:Retry payment with an alternative credit card.Remember to not type credit card number. Swipe card in the deviceReturn to activity "Make One-Time Payment".If customer does not want to use a different credit card:Return to activity "View Customer Dashboard".View Invoice History Before You Start This ActivityInvoice History will display all invoices from the past 18 months.Clicking on invoice periods, the invoice details open in a new window in PDF format.If customer’s Invoice Type is Online, any invoice requests will be received through email, and not on paper.StepsStepStep DetailsIn SSP1. Click Invoice History. A list of past invoices, including the current invoice, is listed by invoice period.2a. If details of past invoices need to be viewed: Ask customer which invoice they would like to review. Click on the invoice period of the desired invoice.PDF document is presented to display full invoice details.2b. If customer would like to request an invoice copy:Click Get Past Invoice. Select desired invoice(s). Inform customer of the invoice request charge and that it will appear on the next bill. Click Submit Request. Return to activity "View Customer Dashboard". ................
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