Payments and Basics

Direct Debit

100

What MUST we do BEFORE collecting a customers bank or card details in Kraken? 

The relevant EIC 

200

Where / how do you add bank account details in Kraken 

• Go to the Payments tab.
• Under Payment Methods click '+Direct Debit'.

300

What do we need to do before adding a payment schedule if the customer wants to pay via direct debit? 

Add a payment instruction

400

What are the two types of Direct debits available to our customers through Kraken? And, what are the differences between them? 

• Fixed payment schedule - available as weekly, fortnightly or monthly deductions 
• Variable payment schedule - deduct the full balance of the bill on the due date 

500

How do we add a payment schedule in Kraken?

• Go to the Payments tab.
• Go to the Payment schedules tile.
• Click the '+'.
• Add the direct debit commencement date 
• Choose the payment schedule type
• Remember to change 'Collection Method' to 'Card Payment' or 'Direct Debit' (depending on what details have been added).

Payments and Refunds

100

Name 3 Payment options available to customers

BPOINT (on website), Direct Debit, Phone, Mail, EFT, Post Office, BPAY, Centrepay (customer arranged)

200

What is the minimum refund amount?

$50

300

What do we now call an EFT refund? 

Repayment 

400

Where can the BPAY reference number be found in KRAKEN if the user has not yet received a bill? 

The BPAY reference number can be found on the Details tab under the Account References tile and can be given to the user to allow them to make payments before they receive their first bill.

500

What needs to be available in the Actions column on the Payments & repayments tile for us to be able to refund a payment received? 

The refund tile

Basics

100

How do I sign a user up for eBilling

You can update their email preferences in the Communication Delivery Preferences tile under the Details Tab. Add or amend the email address under User tab, edit button in the Personal Details tile.

200

What is the maximum number of days a move in can be backdated to?

140 days 

300

How do we add Flag for FV in Kraken?

To add the flag, go to the "Users" tab and click "Add" on the "Priority Services - Family Issues". A popup will occur where a tick box "Family issues" can be ticked to flag the account. A password in this section can also be added for further security.

400

How do we add ongoing RFDS donations to a customers account and, what frequency can a customer request to donate?

Donations can be added via the Agreements tab and under Contribution Agreements and selecting Create Contribution Agreement. 

A User can have monthly donation amounts on a quarterly bill cycle and vice-versa.

eg. $5.00 per month resulting in $15.00 donation on a quarterly statement

or

$5.00 every third month on a monthly statement with quarterly donation

500

How can you find a "USER" in Kraken that has not previously been associated with an account?

Go to the Kraken Home Page, in the website search bar the Kraken webpage will be listed "https://support.ergon-kraken.systems/" - type users/ after this, hit enter, this will bring up a list of all users in Kraken - You can then search the list.

Misc

100

What is the minimum donation amount for RFDS?

$2

200

How do we add a password to an account?

"Details" tab, under the "Campaigns" tile click "Add". A pop up will occur, Under the Campaign drop down select "Account Password"  

300

For an interval meter, how many reading segments will there be in one day?

One day has a total of 288 reading segments.

400

Can Espec's transact on business tariffs?

Yes, they can transact on small business tariffs with accounts in "Living Entity"/individual/persons name (not trading as).

500

After an Enrolment, what extra steps need to be taken if the customer has advised there are dogs at the property.

Property Tab, NMI Tab, Tool Icon drop down, Update access details. 

NOTE: If adding dog details, must select tick DOG and OTHER