Overview

A customer account was previously setup to be on the autopay setting for a particular date at the time of invoice generation/expected payment draft. You would like to know if this setting was still in place, then why didn't the autopay/payment draft go through on the scheduled date.

Information

The autopay setting can be checked from the CSR portal using the below steps:

1. Login to the CSR site.
2. Search for the customer's account number (whose autopay didn't go through) using the top search bar.
3. Go to Activity > Post CreditCard / ACH Payment.
4. Click Manage Autopay

This will open a new tab that will show whether Autopay is enabled or disabled for that account.

<supportagent>

For reference, the autopay setting for a client's customer can be checked from the backend using the below query:

use <Client specific database>;
Select AutopayFlag, AutopayLastUpdated
From CustomerAdditionalInfo CAI where Custid in 
(Select Custid From Customer where Custno in ('<Customer's account number>'));

</supportagent>

If the setting is in place, then it would be the case that payment was already done/posted by the customer before the autopay date. As per the system configuration, if a payment is already posted against a due invoice, autopay is not drafted for that invoice.

This can be verified using the below steps:

1. Login to the CSR site.
2. Search for the customer's account number (whose autopay didn't go through) using the top search bar.
3. Click the AR / Billing tab.
4. There will be an entry of type Payment against the same invoice (for which the autopay was scheduled) for any date before the scheduled autopay date. So, when the system processes the eligible invoices for autopay on the due date, it can't find the invoice as a due invoice/eligible invoice.

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• Confirming Customer ACH status