Account is suspended for High Balance (HBLT), and needs to make a payment: adjust fee at charge level in Samson.
Account is Mobile Internet (MI) only and needs to make a one-time payment: adjust fee at charge level in Samson.
A pop-up message is displayed in Samson or QuikView saying not to charge the fee for a payment: waive using 'self-help option down' reason in the payment form.
The customer is experiencing a known system outage or known system issue that prevents the use of self-service for a payment: waive using 'self-help option down' reason in the payment form.
The customer is experiencing a known system outage or known system issue that prevents the use of self-service for a payment arrangement: set up the payment arrangement and have your coach or senior adjust the PACFEE from pending charges in Samson.
The customer is visually impaired: adjust one-time payment fee at charge level in Samson. For fee associated with a payment arrangement, set up the payment arrangement and have your coach or senior adjust the PACFEE from pending charges in Samson.
The customer is making split payments, such as using two cards to pay the balance; only charge for one payment fee: waive second payment by using 'Multiple payment support fees' reason in the payment form.
If the customer is making a payment and setting up a payment arrangement on the same call, waive the one-time payment fee: waive using 'Multiple payment support fees' reason in the payment form.
Payments for JOD EOL buyout: waive fee using "Equipment related purchase."
Sole Proprietor accounts, depending on rep profile, the payment support fee may charge when taking a payment or setting up a payment arrangement. Adjust fee at charge level in Samson.
a) Follow specific guidelines for each scenario
b) Apply fees uniformly across accounts
c) Waive all fees for visual impairment
d) Ignore system outages in billing