Sending the Customer a Statement:
Customers can get their statements in two ways:
1. Customer Area:
They can log in to their account and get their statement.
2. Request:
They might call you and ask for a statement. If they do, remind them they can do it themselves. Guide them through the process if needed.
Before sending the statement:
- Update the age analysis.
- Click “View” Statement and quickly review it.
- Make sure the statement is clear. If you are unsure, the customer might be too.
Once you have viewed the statement and feel confident about sending it on to the customer, click on the “Email Statement” button. Another pop-up screen will now appear:
| Email Address: | The email address auto-populates. If multiple addresses exist, the system sends to all. To use a different address, edit the field before clicking Send. |
| Related Helpdesk Ticket: | If the customer logged a ticket asking for a statement, you are now able to choose the relevant ticket in this section. Once you have chosen this ticket, click on the send button. |
Once you have clicked here, you should see the following pop-up message. Choose the “Always allow pop-ups from …” and then click “Done.” But I cannot view the customer’s statement?
If you can’t view the customer’s statement, your browser may be blocking pop-ups. Scroll to the top, locate the website URL, and click the icon in the green section to adjust permissions.
Click on the “View Statement” button again. This time, the statement should open in a new tab of your browser. If this does not happen, try the process again or call for reinforcements in the technical department.