Billing and Invoicing
This is the only type of invoice generated on a customer's move-in date
What is a deposit invoice
When does an EPP settle up occur?
On the 12th month
This is the interaction record reason code used during paperless billing calls
What is Billing - eBill
This is the easiest way to process a refund
What is a standard refund cheque
A customer has an OVERDUE bill for $6000.00. As an agent, you are authorized to give this customer an Installment Plan for up to 12 months.
False - You are unable to provide an installment plan for overdue charges
The terms and conditions are displayed on this page
What is page 2
True or False: You can apply a MIRA up to $750?
False - You can apply up to a maximum of $250
The number of past invoices a customer can view on their online account
What is 25?
This is the form # for the Refund Form on the eForm portal
What is 10682
How many months can you create a deposit installment plan for?
Up to 3 months
This logo will appear on the invoice banner for a customer that has both ENMAX and City of Calgary charges
What is no logo!
True or False: You can reverse an NSF Fee.
False - You can only reverse unpaid LPCs and land title search fees
If a customer is not receiving their paperless billing notification, and has this note on their account 'Paperless notification email flagged as spam' --> email this group to resolve
What is enmaxretailbilling@enmax.com
Refunds greater than $10.00 and more than __ days old on inactive accounts will be automatically refunded
What is 55
How can a customer request a payment arrangement?
By calling our Payment Solutions team, or through enmax.com
This 'Read Type' can occur when the distributor is unable to obtain a meter reading
What is an estimated read
A customer calls in to report a payment close to their due date. What lock should you place on their account to ensure enough time is left to receive payment?
Collections lock - To allow for their payment to post
The amount of time a customer has to confirm their email address after we add it to SAP.
What is 72 hours?
This type of refund goes directly back to a customers bank account
What is EFT
What is the email address customers need to use to send in proof of payment?
payments@enmax.com
This type of invoice occurs when we have already sent the bill to the customer, but it needs to be changed
What is a corrected bill, or a cancel/rebill
True or False: Only customers with risk 3/4/5 are eligible for EPP?
False: Everyone is eligible for EPP
In this scenario, a customer has an invalid email address on file for paperless billing, which causes a bounce back email, then triggers this
What is a message drop?
Follow this process if a customer indicates that they have not received their refund and a Refund Request Form has already been submitted
What is email paymentprocessing@enmax.com
A deselected customer (Risk rating 2) would like to get back onto EasyMax. What must they do in order to get back on an EasyMax plan?
The customer must pay off all outstanding charges and pass a credit check.