The customer portal is where your customers can see what's happening with their account, raise disputes, and ask account managers questions.
How do account managers access the portal?
Once you choose the customer you want to engage with, you can click the box with the arrow next to the customer name. This will open another tab with the portal.
When you issue an action, the customer receives a link to the payer portal to view the full status and your payment statements.
How do customers raise questions in the portal?
When the customer wants to ask a question, they simply log into the customer portal and select the menu bar for the relevant invoice in question. They'll see an option to 'Ask a question.' They should click this.
Once they click the option, they'll be able to write their question and submit! Easy
How do customers raise disputes?
For disputes, follow the same process as raising a question. However, select 'Raise a dispute' this time. The customer will be able to select from a list of predefined dispute categories or submit their own. They'll also be able to add attachments if needed.
New Customer Portal Layout:
We have updated our Customer/Payer Portal to make it look closer to a Statement of Account (SOA). Below you can have a look at the new layout.
Now lets try to break it down into its smaller parts:
Above portion of Payer Portal highlights the aging of invoices into respective time brackets:
- Outstanding: shows total amount of outstanding invoices (Due + Overdue invoices)
- Amount Due: value of invoices that are within their due date
- 0-30 Days: value of invoices that are 0-30 days overdue (above the due date)
- 31-60 Days: value of invoices that are 31- 60days overdue (above the due date)
- 61-90 Days: value of invoices that are 61-90 days overdue (above the due date)
- Over 90 Days: value of invoices that are above 90 days overdue (above the due date)
Now lets look at the remaining portion of Payer Portal:
The Balance tab shows list of all outstanding invoices and credit notes for a customer. Below is a description of each column:
- Date: Issue Date of invoice or credit note
- Activity: Invoice Number or Credit Note Number
- Status: indicates whether invoice is Due, Overdue (along with how many days overdue), Awaiting Payment Confirmation
- Due Date: date by which invoice needs to be paid by
- Amount: Total value of invoice or credit note
- Payment: any amount that has been paid against the invoice or set-off for a credit note
- Balance: remaining/outstanding amount of the invoice or credit note
- File: invoice pdf attachments and any supporting files
Additionally the Payer Portal is broken down into each separate currency the company issues invoices in and the Balance Due at the bottom of the page shows remaining amount the customer has to pay after setting off the credit notes against the invoices
How do customers pay invoices?
When customer wants to pay, they should click the 'TO PAY' tab and select the invoices they wish to pay and then select 'PAY SELECTED'. If they wish to pay all outstanding invoices, the can do that as well by selecting 'PAY ALL'.
The customer will then be prompted to enter their email and click 'Continue' and will receive a confirmation email and screen upon successful payment.
How do customers generate an account statement?
Now, your customers can easily generate their own account statements. Simply, click 'Get Report' or 'Get Statement' at the top of the page.
This will trigger a pop-up that will allow your customer to pick the time frame for the invoice and see the full statement. Easy peasy!