CUSTOMER SERVICE

Internal: Web Services Discount/Cancellation Manager

Alerts and notices

Hot topics for Customer Service


Forms
Leave feedback

Internal Employees: Submit feedback

Contact information (optional):

Leave this blank:

Please tell us how we can make this information more helpful.


Characters left:

EMS uses a module called the Web Services Cancellations & Discount Manager to process web services cancellations, enter discounts relating to new sales, goodwill and legitimate credits, and to review prior discount/suppression history. The discount and cancellation history is available for all Customer Service (CS) representatives to read, but only a CS Team Leader (CS TL) is able to process a cancellation.

How to Access:

  1. Open EMS
  2. Click on Task in the upper left bar
  3. Click on EMS Administration
  4. Select Web Disc/Canc Manager
  5. Enter the firm ID and click Load Firm button
  6. To review discount history, click the Firm Discount & Cancellation History button

How to Read Discount and Cancellation History:

Discounts:

The top half of the manager will list all products and the dates the discount is valid. Pay attention to all fields and any overwritten options. Notable fields are:

Entering Discounts

  1. Open the discount manager using the above using steps 1 through 5 for How to Access
    1. Open EMS
    2. Click on Task
    3. Click on EMS Administration
    4. Select the Web Disc/Canc Manager
    5. Enter the firm ID and click the Load Firm button
  2. Click the Discount tab.
  3. In the Available Products column, select the appropriate products. Move them into the Selected Product window by clicking the right arrow.
    • Keep in mind the bold products beginning with "All" will truly discount all product line items that fall under that category.
  4. Add a short in regards to the reason for discount.
    • Examples: Didn't disable profile correctly, didn't intend to enable, VO promo.
  5. Select discount type between Percent or Dollar.
  6. Enter the discount amount.
    • This amount will be off the total for that product type.
  7. Enter the initials of the person requesting the discount.
  8. Select the appropriate discount category:
    • Legitimate: Discount due to verified issues with EMS or finance approved promotions.
    • Goodwill Sales Terms or Incentives: Sales promotion outside of Finance approved promotions (one-off promotions), Sales granted goodwill credits, or Executive/Product Management granted credits.
    • Goodwill Client Error: Goodwill credit offered for incorrect administration by the customer.
    • Goodwill Other: Goodwill credit given outside of promotion or customer error (i.e. incorrect information given by TR).
    • See the Web Services TL or Specialist with questions if the situation does not fit one of the above criteria.
  9. Select the date range.
  10. Click the Save Discount button.

Cancellations:

The bottom half of the manager will list the cancellation history. Notable fields are:

Note for all cancellations: the person processing the cancellation is responsible for checking the Prepaid Web Services Balance to be sure there are no funds left in that field. This can be reviewed by going to Firm - Firm Clients - Web Services Clients. If funds are in that field they must be refunded to the firm or applied to open invoices as requested by the firm. See the Web Services Cancellation article for detail on cancellation protocol.

Related topics

Internal: Web Services Billing Basics