Processing Refunds via Void
To issue a refund for a transaction in Telgoo5:
- Navigate to Billing & Invoice, then select Payments.
- Look for the "Void" option under the action menu. Click it to trigger the refund.
- Troubleshooting View: If you do not see "Void" under the three little dots under Action, switch your dashboard view to "New View".
Troubleshooting Auto-Pay Failures & Line Deactivations
If a customer's line is deactivated because auto-pay failed to process:
- Where to Look: Check Billing & Invoices or review the Notes at the bottom of the main account page.
- Common Indicator: Account notes will typically state that auto-pay failed due to insufficient funds.
Managing Parent and Child Lines
- Line Suspensions: If the parent line is suspended, any child line linked to it will also be suspended. Child lines can be completely removed if requested by the customer.
- Separating Child Lines: When detaching a child line to make it independent:
- The original parent line retains its auto-pay setup.
- Auto-pay must be manually set up on the newly detached line since it was previously governed as a child line.
Updating Customer Information & Portal Access
- Customer Information Changes: Navigate to Modify --> Customer Information in Telgoo5 to update personal details.
- Locked Accounts: If a customer gets locked out of their account and cannot log in, agents must manually unlock their login profile in the system.