Intro
Is Bill Pay Powered by Melio Accounts Receivable or Accounts Payable?
Accounts Payable
How can a QB user determine if they are in Bill Pay?
"Online Payment Mode" is toggled on
How many subscription types can support Bill Pay in QBDT?
Four
Bonus *
What are the three most common possible reasons for a user receiving a popsicle error?
Bill sync issue, Vendor sync issue, and org sync issue
A rare 4th reason: User sync issue
What QBDT subscription types is Bill Pay Powered by Melio available for?
Enterprise, Accounting, Pro, and Premier
What are some types of tickets that CX agents should refer to Intuit (the company's) support team? Name at least three.
Anything within QB (not Bill Pay Portal): bill.com issues, changing subscription levels/types, contractor's and payroll reroute issues, QB cash balance, reconciling errors or extreme reorgs, Intuit credentials
Which admin has access to all parts of QB?
The Primary Admin
Bonus**
How does a basic user gain access to the Bill Pay portal?
The primary admin will need to grant them full access
If a user is getting a Popsicle error for one bill payment but not others, what should you tell them to do?
Instruct them to delete the bill and resubmit
If the Primary Admin wants to add a Standard User to access Bill Pay, what access do they need to provide in QBO?
The Primary Admin needs to provide Vendor Permission access
What are some types of tickets CX agents can help with? Name at least three.
Anything within the Bill Pay Portal: funding sources, adding bills, making payments, resolving payment failures, account and user management, and general bill pay support
Where would Users go to track QB activities on their QBO account?
The audit log
Bonus***
Name at least 3 features that are offered to QBO Bill Pay users, and NOT available for QBDT Bill Pay users.
International Payments, Partial Payments, Payment IDs, 2FA, Log in Via Intuit at Melio.com, Approval Workflows
What is the first question you should ask/figure out when trying to help a user?
Are you a payor or a vendor?
If a User deletes a Bill from the expenses tab, what happens to that bill in Bill Pay?
They will have to also delete the bill in Bill Pay if they no longer need it.
What is the difference between a bill and a bill payment?
A bill is recorded in a user's quickbooks account
A bill payment is what users schedule in bill pay powered by Melio
What can users do in the unpaid tab in the Bill Pay dashboard?
Schedule a payment, edit a Bill, Mark as Paid, Resolve Payment, and delete
On the QBDT Home Page, which entry points have a button "Schedule Online Payments?"
Enter Bills and Pay Bills
If a User changes their Email in their QBO Account, does that update their current email in QBO Bill Pay?
No
Bonus****
Why would a User not be able to see Online Payment Mode or any entry points?
The User is still connected to Bill.com
Why does a CX Agent need to know what the Chart of Accounts is to help users?
Bill Pay Users can tie a specific bank account or funding source to a category in their Chart of Accounts to reconcile their books.
What happens when a user cancels a scheduled payment in Bill Pay?
The bill payment is deleted and the bill reopens as unpaid
If a user does not want to schedule an Online Payment through Bill Pay, what can the user do?
In the Pay Bills, under Method they can change it from Schedule Online Payment to either Check or Credit Card
A user is stuck on the Bill Pay loading screen. What is the first troubleshooting step you would offer the user?
Third-party cookies must be enabled for Bill Pay to load properly. Ask if they have their cookies enabled.
Bonus*****
What happens if a user tries to schedule a payment for a bill with the category "Contractor" or "Subcontractor" using Bill Pay?
QBO will block them and redirect message with the message “Looks like you’re trying to pay a contractor”. They need to be referred to QB Payroll for Contractors platform