Billing questions, invoices and payment problems

Skills you'll practise

• Explain each line of an invoice or statement in plain language, including credits, part-month charges and tax lines
• Calculate a prorated charge or credit from a stated billing rule and show the working
• Distinguish a pending authorization, a second order and a true duplicate charge before promising a refund
• Explain a failed or returned payment and agree a payment plan only within your authority
• Take and record payment information without writing down or storing full card numbers or security codes
• Recognize when a billing contact is also a complaint or a sign of financial difficulty and use the right route

Course outline

1. 1.Billing questions, invoices and payment problemsVideo · 3 min
2. 2.Reading a bill with the customerLesson · 16 min
3. 3.Part-month charges, duplicates and refundsLesson · 17 min
4. 4.Failed payments, plans, card safety and the wider pictureLesson · 17 min
5. 5.Billing questions, invoices and payment problems: knowledge checkKnowledge check · 20 questions
6. 6.Billing questions, invoices and payment problems: practical exerciseKnowledge check · 1 question
7. 7.Two charges and a payment reminderScenario
8. 8.Final exam12 questions · passing it completes the course, so people who already know the material can test out

Sources it draws on

The lessons and questions are written from these references, so learners can go back to the original.

• PCI Security Standards Council: PCI Data Security Standard (PCI DSS)
• PCI SSC FAQ: Can card verification codes/values be stored for card-on-file or recurring transactions?
• Your organization's service procedures, policies, authority limits and escalation paths
• General customer service and field service practice (starter content; needs subject review)