BDC Notes

09-04-2023

Case Management

A case is a customer's question, feedback, or issue. Support agents use cases to interact with customers and track the resolution of their issues.

Salesforce Case Management

Processes to make case amanagement easy and uniform for all agents.

Statuses

  1. New - This is the status that all incoming cases start in via call, chat or email from Virtual Assistant. Advocate should send a follow up email to get more details and resolve the concern.
  2. Open - This is the status that the case updates to after the customer replies.
  3. Pending - This status is normally set when an Advocate is waiting for the customer to respond. If a customer responds to a pending case, it is auto-updated to Open.
  4. On-Hold - This is the status to use when you are working on a case and are not expecting a reply from the customer. It puts the tickets on hold while you wait for a resolution. Normally used for JIRA.
  5. Solved - Update a case to Solved status when no more updates are required. If a customer responds to a Solved case, the case will be updated to Open.
  6. Closed - Solved cases auto-update to Closed within 24 hours. Once a case is closed, it will not show on Message Center.

Managing Case

There are times when a case ages longer than intended. It is tough to know how to reach out after a month or two so we have created a process to help agents reconnect with customers.

  • Check all related cases under Contact > Contact Details
  • 1-2 solve
  • 3-Touch Philosophy for Contact Resolution

Advocates should respond to the email with a goal of resolving the issue.

3-Touch Philosophy for Contact Resolution

  • Contact stops responding before issue is resolved (Continue Conversation)
  • Contact stops responding before issue is known (Not enough info)
  • Contact never responds to your greeting (Ghost/No interaction)

Case Update

Salesfroce Case Record Type

Queue

  • BDC Support - Cases via Direct Support
  • BDC Email Support - N/a
  • Unauthenticated SUpport - Emails from [email protected]
  • Network RAC - Call Request from Free account AR/BR
  • Direct RAC - Cal lRequest from paid Subscribers AR/BR

Reports

  • BDC Support Queue
  • Unauthorized Cases
  • Direct RAC Cases
  • Network RAC Cases
  • BAC and CSD Aging Cases

Things to know

  • Platform Integrated User - Missed chat/call
  • SC DataLoader - Cases Mirated from Zendesk to Salesforce
  • Automated Process - Cases that has been transferred to anoher department that does not have any assignee yet
  • BDC Mulesoft - Cases with owner, however, the owner name is not reflecting on the report
  • System - Cases updated by the System
  • Autocase - Cases updated by the System

Note: If the Last Modified By ALias shows mixed letters and numbers, this means that the last response came from the customer.

Platform Integrated User - means it was transferred from another department


https://billopedia.hq.cashview.com/articles/internal/3Zm1JvcdZS12JtyrLR6u2N

09-02-2023

Exam

CSP and OPS

Professor bill - used to take self-paced courses
Billopedia can also be used to reach out to internal support
CSP can also be used to check payments
Which funding methods do

Salesforce

Issues that need to be transferred to salesops

Information that can be provided

  • deposit date of a payment that appears in the br org
  • if a bill is waiting for one or more approvers on the ap side, we can tell the br that the bill is waiting for approval without na

Even if the NSF has been settled alreayd, customer still has to wait 90 days so Accelerated Payments can be turned back on.

International Payments

Requirements to be able to use International Payments

Personal BILL accounts are not able to make international payments. BILL account has to be advanced payable to be able to setup international payments.

Once a user sets the purpose of use of its account, it is no longer editable. User has to create a new account with purpose set to Business.

International Payments can be enabled from Settings > Billing & Subscription> Features > International Payments.

Setting up FAQs
https://help.bill.com/direct/s/article/360035621191

International Vendors

Payments can be made to 137 countries.

Creating a New International Vendor

An account whose bank is outside of the United States. When creating an account, there is an option to set your location as either United States or International.

Vendor will provide payment details

BILL will send the vendor an email where the vendor can enter their payment details

Things to Consider

Multicurrency is enabled when a bill is created with a currency other than USD. Does not need to be turned on to send international payment. Only needed if you want to create your bill with another currency.

Once Multicurrency is enabled, it can no longer be disabled.

If a bill is created using foreign currency, the user will see the corresponding exchange rate.

Exchange Rate

Exchange rate in BILL is different from the ones customers see on the internet. Whatever the exchange rate was on the day the payment was processed will be the exchange rate used.

International Payments

Invite the vendor

Email will be sent to the email the user input during the Vendor creation. They will be prompted to create a Basic BILL account.

Canadian and UK BR Accounts Extra Features
  • ability to monitor daily exchange rates from overview page
  • ability to withdraw partial or full balance balance from BILL at their preferred time
  • ability to withdraw payments in USD or their local currency

Domestic Invites

It will show them the initial information that the AP entered. Then they are prompted to enter their bank information

  • account holder name
  • bank code
  • account number

Transaction fees are charged to the AP

  • Branch identifier
  • Account number
  • First and Last name of the account owner

  • Payment timings - may vary depending on the vendor country, amount sent, etc. Generally, payments are delivered within 1-2 business days within the process date.
  • Multicurrency Exchange rates -

Multicurrency transactions process dates cannot be edited. It defaults to the next business date. USD transactions on the other hand will have the option to edit the process date and choose future dates.

Accelerated Payments do not have fees, unlike Pay Faster.

AP Limit Request Form

https://billcom.my.site.com/direct/s/ap-limit-increase
The Risk Operation Team decides how much the limit would be.

Tracking International Payments

https://help.bill.com/direct/s/article/360037080572

IACH

Starting in August 2023, interational payments made for vendors in Mexico, India and Australia using foreign currency using Wire will be automatically converted to IACH. IACH do not have intermediary bank fees.

USD Banks

International vendors can use US bank accounts on their accounts.

Accounts Receivable

These accounts are usually for Vendors and are meant to receive payments.

Accepted Online Payments

  1. Credit/Debit Cards
  2. ePayment

Creating and Managing Customers

Customer Payment Setup

  1. Portal Payment - not connected, but payment method is electronic payment
  2. Manual - electronic payment not connected, authorized bank information

Creating a Credit Memo

https://help.bill.com/direct/s/article/360000023143

Customer Portal

Customer Portal is a frontend setup by a vendor for their private customers to allow them to pay their bills even without signing up for a BILL account.

When the vendor sends an invoice to customers, the customers receive a link to the branded website of the vendor so that they can pay their bills manually.

If the invoices were sent in the mail, the customers can use the link on the bottom part of the bill.

Customer portals are ideal for individuals and/or consumers. If the customer is a business, they can opt to go with a Basic Account to pay other vendors as well.

To manage ePayments, customers will have to add bank accounts. Customers can add as many bank accounts as they want. To change the payment information.

Credit Cards

If the vendor allows Credit Cards, then customer will be able to add Credit Cards.

Auto Pay

Automatic payments - customers will not have to click on the Pay button anymore. When the customer enables this option within their portal account, their elected payment option will be charged up to the set maximum payment amount.

Auto Charge

BILL offers an option for the vendor and the custoemrs to set up auto charging with their bank.

Invoice/Payment Currencies

Invoice and payment currency are two different things

If the customer's payment currency is in USD, the funds will be sent in USD, but the receiving bank will receive it as their invoice currency.

Swift Codes

https://wise.com/gb/swift-codes

Canadian BILL Account

Funds go straight to BILL Wallet, and customers will have the option to withdraw it in CAD or USD.

If funds are withdrawn in CAD, there will be no fees. However, if they choose to withdraw the funds in USD, there is a fee of $19.99.

UK BILL Accounts

Undeposited funds
Undeposited funds will only appear on the UI if there is no bank account set. UK customers can enter their Pounds, Euro or USD accounts.

If the fund received is in a different currency from the bank currency, then it will go straight to Undeposited funds.

Canadian and UK BILL accounts can only use CAD and USD, and GBP, EUR, and USD banks. There is no way for a Canadian or UK vendor to add a foreign bank account.


09-01-2023

Paying Individual Bills

Bills > Bill > Review and Pay > Payment Page

Fields Required
Payment Amount Yes
Process Date Yes
Pay From Yes
Vendor Type Yes
Memo No

Payment Delivery Speed - It gives user the option to Pay Faster. The check can be sent overnight Below $100K, scheduled before 10AM Pacific Time.

Payment Information

this section displays for check payments. Allows user to double check or change the addres the check is mailed to. The payment notification email field will send a message to the vendor on the process date, to let them know a check is on the way.

No matter which way the vendor is paid, the user will see this section giving them helpful details about their payment.

Payment Timings

Each payment method's payment timing differs.

Once a payment is scheduled, users will see the confirmation page showing all the details of the payment.

Paying Bills in Bulk

Paying multiple bills at once. Users can select multiple bills using the checkbox
Can be done from either the Bills page or a vendor's page.

Funding Methods

Bank Accounts

Customers can add their bank accounts to BILL through online banking or manual entry.

Debit/Credit Cards

Users can setup debit/credit cards as their payment methods.

Pay a Vendor

It is a feature that allows users to pay vendors without a BILL account. Once processed, a bill will be automatically created and associated to the payment. If the payment is voided, the created bill is automatically deleted.

Mark as Paid

It can be used to record payments that have been made outside of BILL.

BILL Balance

Bill Balance is an account within BILL where organizations within BILL can store money for the purpose of paying bills. Funds are added to the BILL balance from a connected account. The balance deposited to BILL Balance can be withdrawin to a connected bank account subsequently. There are no payment limits. Maximum amount in BILL Balance is $100,000,000.

Balance to Balance payments are free, but ACH and Check payments.

Payments can be cancelled before
Payments made to Can be cancelled?
BILL Balance No.
ACH Yes, before 5 PM PST.
Check Yes, before it is cashed.

ACH before 5 PM Pacific Standard Time (PST)
Check before cashed

Basic accounts can only view the balance.

BILL Balance to BILL Balance payments are instant, and so they cannot be cancelled.

Where are BILL balances stored?

Stored on one or more custodial accounts at one or more FDIC-insured banks: JP Morgan, Chase, and Silicon Valley.

FBO Accounts

An FBO account, or a For Benefit Of account, allows a company to manage funds on behalf of—or for the benefit of—one or more of their users, without assuming legal ownership of the account.

Its benefits to the business owners on the other hand is that it is FDIC-insured.

Customers can pay using debit/credit cards regardless if the vendor accepts cards. The Vendor will receive the payment based on their preference (ePayment or check).

Accounts must have at least 5 successful payments made or received?

not sure

CSP

  • login email
  • org id
  • PNI

Items to always check on CSP before emulating

MM disabled

approved
unreviewd
reviewed
fraud/fraud watch - money movement is dsiabled

Is Active

Payment methods

  1. Epayment
  2. Check
  3. Debit/Credit Cards
  4. Vendor Direct/Virutal Cards
  5. Others/Offline Payment

Vendor Direct

Vendor Direct or virtual cards are single-use Mastercard or Visa card number that can be authorized once for the exact amount on the card. Virtual cards are also known as tokens, these are 16-digit cards that can be processed for the amount approved by the payer.

When a vendor is paid via Vendor Direct, they receive a 16-digit card through email. They input the number into their merchant processing machine POS. Payment is approved and vendor gets paid.

Payment Details

Check Payments

Account number
Org's contact info
Pay to the order of the vendor
Check stub number

Reasons for Check Returns
  • Invalid mailing address
  • Insufficient information on the check
  • Invocie and check information on the check
  • Duplicate payments
  • Payment alreayd received from the vendor

Source: Kael HAHAHAHAHAHA

ePayments

Email is sent when payment is scheduled and when deposited.

Status Email Subject
Scheduled Your payment on Bill.com is on its way
Deposited Bill.com has paid you

infomethods

When a payment fails, an email will be sent to the bank account authorized person.

RCode Description
R01 Insufficient Funds
R02 Previously active account has been closed by the customer or the bank
R03 No account or unable to locate account. Account structure is valid and passes editing process, but does not correspond to individual or is not an open account. Usually due to wrong account number or typos.
R16 Account and/or its funds are not currently available
R29 Corporate Customer Advisees Not Authorized - RDFI has been notified by Received (non-consumer) that entry was not authorized. See Payment processing errors due to R29 return code.

If no action has been made within 90 days from the return, the payment will be marked as void and the amount will be returned to the originating bank if it is still active.

Bank is not accepting check payment

If the courier (USPS) cannot deliver the check, it is returned and destroyed. No fees have to be paid. The payer and the administrator will be notified via email.

What if the vendor does not have a bank account?

They can encash the check from the customer's issuing bank.


08-31-2023

Ways to Add or Create a Bill

Outside of BILL

  1. Sync - Synchronize data from accounting software.
  2. Import - Manually import data into BILL. Only CSV files are accepted.

Within BILL

  1. Actions Button from the home page.
    1. Click on the Actions dropdown menu on the upper left corner of the screen.
    2. Select Enter Bill.
  2. Bills > Enter Bill
    1. On the home page, select the Bills tab under the Payables section on the left side of the screen.
    2. Select Enter Bill.
  3. Vendor's Profile > Overview > Create Bill
  4. From the Inbox > Select the Bill > Enter Bill

Anatomy of a Bill

Required fields

  1. Vendor name - name of the bill issuer or the business which the amount is due
  2. Invoice number - a number used for reference, auto incrementing
  3. Invoice date - auto populates to the same day the bill is created, but can be edited
  4. Amount - breakdown is optional and not required
  5. Due date - the date the balance of the bill is due. Auto populates based on the Vendor payment terms[^1], but can still be edited.
Fields Required Description
Vendor name Yes Name of the bill issuer or the entity which the amount is due to.
Invoice number Yes A number used for reference. Auto-incrementing
Invoice date Yes Auto populates to the same day the bill is created but can be edited.
Amount Yes Amount due. Breakdown is optional.
Due date Yes The date the balance of the bill is due. Auto populates based on Vendor payment terms, but can still be edited.

Payment terms could be every 15 days, 30 days, etc.

Purchase Orders

Purchase orders are not within BILL. Reach out to their accounting software's support team or they can create them on their own. If bill came from accounting software, PO can be synced to their BILL account, but there is no way to add it from BILL.

Manually entering a PO number on BILL will not automatically link it to the bill.[^2]

[^2]: Mostly Intacct and NetSuite issue.

Approvals

Approval workflow has to be turned on through the Settings. Settings > Approval Settings

A user with the Administrator[^3] role is able to pay the bill regardless of the Approval Workflow policies or status, provided that they are an authorized person on the bank account.

[^3]: Administrator is the most powerful role and has by default every permission available.

Approval Groups

An Approval Group must have at least 1 member. Users can be assigned to multiple approval groups. At least 1 member within an approval group can approve the bill.

Users without the approval permissions cannot be added as approvers or to an approval group.

What to do if someone from an Approval Group accidentally denied a bill?
A user with an Administrator role can simply remove the approver from the role or from the group and subsequently add them back.

Bill Approval Policies

  1. Name -
  2. Criteria - Shows or allows users to require approvals based on the line item, amount, location, or vendor.
  3. Approver - Individuals, groups or both. The order in which the approvers are listed in the policy is the order in which the bills should be approved.
Creating Bill Approval Policies

Go to Settings, select Bill Approval Policies under the Payables section and then click on the Create New Policy or edit an existing one.

Multiple Policies on a Bill

In the event that multiple policies apply to a bill, all of the approvers and/or approval groups from their corresponding policy should approve the bill. If an approver/approval group is on both applicable policies, then the approver only needs to approve the bill once.

Vendor Credit Policies

Vendor Credits could be advanced payments, vouchers, etc.

Approvers are not required.

Fields Required
Vendor credit amount Yes
Number of required approvers Yes
Approver/Approver Group No

Recurring Bills

Repetitive bills

Fields Required
Next due date Yes
Create Yes
Vendor Yes
Frequency Yes
Ends On Yes

Ways to manage or view bills

  1. Overview cards - breakdown of bills categorized to when they are due
  2. Bills tab -
  3. From the Vendor profiles

Requesting for Historical Data

  1. Digital - $25.00 per BILL account
  2. Physical - $50.00 per BILL account
    Help Center Link

Inactive Accounts

An account which has been inactive for more than 90 days can no longer be reactivated.

Craft Mirror

craft.me

Edit

Pub: 01 Sep 2023 14:25 UTC

Edit: 05 Sep 2023 22:03 UTC

Views: 228