How To Guide: Understanding Charges Generated from a Quote
1. Introduction
2. Click on the Quotes area of the customer account.
3. And then the Quotes sub tab.
We have one cancelled quote and one quote that has been completed on this customer account.
4. We'll look at the charges generated from the quote that the customer completed.
Click on the Quote ID to open the quote.
5. You'll see the Tickets section at the top.
There will be a ticket created if there were any one time charges included on the quote.
Note: If there were no one time charges, a ticket will not be generated automatically via the quote process.
6. In the Products and Services section, you'll see a row for each recurring service you created on this quote.
7. To view the recurring products included on each service, you can click the down arrows to open the service product view.
8. You can view the products that will begin billing when you activate the service here.
Recurring services will always bill on a "cycle". Your Bill Profile configuration will determine what day the customer cycles.
9. We will start by looking at the charges generated by any ticket that is created via the quote.
Click the Ticket ID to open the ticket to see the one time charges that have been created.
10. The ticket will open. The completed quote will automatically create the ticket with the associated Quote ID and indicate that it is for any one time items added.
11. Click the ticket's Parts & Labor tab.
12. All the one time products that were included on the quote will display here
13. Note that as long as the ticket is open and charges have not yet been billed, users can add additional one time items to the ticket, so you may see more than what was on the original quote if this is the case.
14. The billing information shows on the ticket. You can see if the Billing Status is Sent or Not Sent.
There are 2 options here for billing for these one time items...
15. If you want to combine these charges along with any recurring charges on the customer account and send only 1 bill, click the Send to Billing option.
This will move the charges to the Unposted tab in the Billing section of the customer's account.
They will wait there until the next invoice is generated.
16. If you want to immediately send an invoice for just the charges on this ticket, click the Invoice Ticket option.
An invoice will be generated for these items. If there are any recurring products on the account, those will bill with the regular cycle configuration whenever you are ready.
17. Now switching to any recurring products that were included on the quote, from the Billing section of the customer account, click on the Recurring Services tab.
18. Here... depending on how the Quote was completed... you'll either see the services in Pending or Active status.
Once the services are Active, prorated and/or full charges will be generated on the account.
19. Recurring charges will generate when you actually activate the service.
This can happen if you activate a service directly from the quote by using the Approve Quote button and setting the Activation Date immediately, or it can happen when you approve the quote without activating, and then later edit the Pending service and use the Activate Service option when you're ready.
20. Whether you activate the service right when you approve the quote, or if you come back later and edit the pending services to activate them, the date you select as the Activation Date controls when any prorated charges begin.
Note: You'll only see prorated charges if the products are configured to prorate upon activation in the product catalog.
21. On the Unposted tab of the Billing section, the Bill Range on the charges will display any prorated charges and/or any full cycle charges.
In this case, we have different dates because we activated all of the services on the account with different Activation Dates.
22. From here, you can cherry pick or select all charges to create an invoice at any time. You can also use the Invoice Management screen from the Billing main menu to create invoices as well.
There is a separate video on Invoice Management for more information on generating invoices.
23. The main takeaway here about how charges are generated from a quote is that one time charges will be created through a ticket that is generated in the Servicing section of the account, while recurring charges will be generated via the Recurring Services tab in the Billing section of the account.
