TIMX SCM: Payment Maintenance Screen

Customers have the flexibility to view, add, and update both their payment method and payment plan through the TIMX SCM Payment Maintenance screen.

Available Payment Methods

Customers can choose from the following methods:

1. Mortgage, Utility, or Insurance (for selected plans): customers are billed through a third party client. 
   
2. Financial Institution: (ACH/checking or savings account). 
   
3. Credit Card: a payment tied to the customer's credit or debit card.
   
4. Bill Me: the customer gets a yearly invoice that they can pay by phone or mail.

   
   

   Bill Me should be used as a last resort. Approval from a supervisor is needed for Bill Me.
    For more details, review Bill Me Guidelines

Available Payment Plans

Customers may select one of the following payment plans:

1. Monthly: customer pays the premium in 12 monthly payments.
   
2. Three-installment plan: customer pays for the premium in three consecutive payments.
3. Full payment: customers pay the annual premium in full. 
   

Not all payment plans are available for every warranty type. Availability may vary based on the specific plan.

Read the Verbal Billing Disclaimer: This script must be read BEFORE obtaining payment details for RECURRING payments ONLY.  

Payment Maintenance Screen

1. Click Payment on the bottom right side of the TIMX SCM Enrollment Form (main screen).
2. Select Update Payment Plan/Billing Mechanism, and click OK to launch the Payment Maintenance Screen. 
   
3. Click View Payment Plan/Billing Mechanism to open the Payment View screen.
1. This screen is for viewing purposes only - no updates can be made

1. 
   
   
   
2. To add/update the Payment Method, select the desired method from the drop-down list.
   
   
   
   
3. To add/update the Payment Plan, select the desired plan from the drop-down list.
   
   
   
   

Update Payment Procedures: 

Update the payment method using one of the procedures listed below. Click on the links for more details. 

Payment Method	Process
Credit/Debit Cards	TS&R Payments: Secure Card Capture (non-PCI compliant) PCI Compliant TS&R: Secure Card Capture
ACH (Savings or Checking Account)	Adding or Updating ACH

If changing the Payment Plan, you can click Calculate Installments to display the installment amounts.
Select the payment plan to see what the payments will be.

      

You can also access the Payment History from this screen. 

1. After updates, remember to advise the customer of the Bill Date and Bill Amount located in the Billing Screen. And promote MyAccount.

Download the attachment at the bottom of this page to view a recording of how to navigate to and within the Payment Maintenance screen.

Documentation Guidelines

All customer interactions regarding billing updates must be documented. Click HERE to follow the Communication History Log process.

Example:

Caller: Tom Smith

Reason for call:  Payment Update 

Reason Details:  Has a new CC [or] changed bank account. 

Action Taken:  sent secure link, updated payment method, advised of next bill date.  

Sales details:  N/A 

PYMT details:  N/A 

Sales Scripting completed:  N/A 

Mask:  Yes [if Mask used by Secure Agent to enter CC details]; N/A [if Mask is not applicable] 

CC/ACH scripting completed:  Yes 

Screen Pop Yes [screen pop identified customer information]; No [screen pop did not identify the customer's information]

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