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RETAIL ORDER ENTRY PROCESS

This document is subject to change. Not intended for customer distribution. Updated on: 10/23/17 Page | 1

TABLE OF CONTENTS

RETAIL PORTAL – ORDER ENTRY ................................................................................... 1

PLACING AN ORDER ......................................................................................................... 2

ERROR MESSAGES .................................................................................................................... 4

CUSTOMER INFORMATION ........................................................................................................ 5

RISK ASSESSMENT PROCESS .............................................................................................. 7

BENEFITS OF COLLECTING PREPAYMENT: ......................................................................... 8

PREPAYMENT AND PCI COMPLIANCE .................................................................................. 8

OFFERS DISPLAY ....................................................................................................................... 9

Step 1: Customize Your Order ................................................................................................ 10

Step 1: Enter Your Info ............................................................................................................ 15

Step 2: Schedule Installation ................................................................................................... 16

ORDER CONFIRMATION: ...................................................................................................... 17

Email – Order Confirmation ..................................................................................................... 20

ORDER DOES NOT AUTOMATE OR CHANGES ARE NEEDED TO ORDER........................... 23

ABANDON ORDERS .................................................................................................................. 24

Top Reasons Orders Don’t Get Installed and How You Can Reduce Them ................................ 25

RETAIL PORTAL – ORDER ENTRY

URL: https://www.charter-retailportal.com

User Name and Password are required to access the portal.

Preferred Internet browsers are Google Chrome, Internet Explorer 8 (and above), and Firefox.

https://www.charter-retailportal.com/



PLACING AN ORDER Input street address & zip

o System checks for serviceability If it shows as non-serviceable: re-check spelling of street; re-check zip code (can use

www.usps.gov); spell street name out (no abbreviations); put apt # in Apt field Please do not use comma “,” on any field

Charter Call Center can double-check serviceability if these changes do not work o Click “Start”

If the address is not serviceable the following message will be displayed:

http://www.usps.gov/



If there are Charter Services installed at this address this message will be displayed:

When selecting “Yes, I have existing Charter service at this address” and click “Log In”, enter the account

number, so additional services can be added:

When selecting “No, I would like to set up new service for this address” and click “View Offers” you will be

able to enter customer’s contact information and select offers.



ERROR MESSAGES:

Retail Portal Troubleshooting Guide

Error message Troubleshooting

Sorry, Charter services are not available. Re-check spelling of street, re-check zip code (Can use www.usps.gov); spell street name out (no abbreviations); but apt # in Apt field

The address you provided has pre-existing Charter account

Verify with the customer if they already have service. Verify the address that they are calling about.

Customer NOT Serviceable Verify the address that they are calling about.

Delinquent Customer An active customer that owes a past due balance. This order may not automate.

Non-Pay Disconnected Customer An inactive customer that owes a balance due to non-payment. This order may not automate.

Must enter email address The customer must have an email address. Do not use a fictitious or store email address

Your session has expired Your idle time has exceeded the maximum time on the retail portal without activity and you must start over .

"NOCITY" - Indicated as City Name - Non Serviceable Addresses

Indicates the serviceability site is down. This is for TWC and BHN only.

You are almost done please call to complete your order

The order did not automate. You must call into customer service to have the order completed. Legacy Charter Markets – Order Entry Team • Use Charter Sales ID XXXXX • Call 866-820-8722 Legacy TWC Markets – Order Entry Team • Use TWC Sales ID XXXXX • Call 855-392-9910 Legacy BHN Markets – Order Entry Team • Use BHN Sales ID XXXXX • Call 866-673-6274



IF THE ADDRESS IS SERVICEABLE AND THERE ARE NO ISSUES WITH THE ACCOUNT, THIS SCREEN WILL BE DISPLAYED:

CUSTOMER INFORMATION

Confirm if customer has lived in that address for over a year.

o Selecting “NO” requires the customers previous address to be input- This helps identify

customer status (past history).

o Selecting “YES” indicates this is a resident who has lived there longer than a year without having

any active Charter services.

Input customer’s name, phone number and email address (information must be the account owner

info).

Must use customers email address- Do NOT use a fictitious or store email address.

Input your Agent’s Email Address.



Based on Customer Information provided, the assessment will determine if the Customer requires

Prepayment or not.

If the customer is required to prepay for this order a message will be displayed.



IF CUSTOMER DOES NOT REQUIRE PREPAYMENT, THIS MESSAGE WILL BE DISPLAYED:

NOTE: If for example the order does not automate and the Retailer needs to call in the Order Entry Team to

complete the order, and he/she is informed that the Customer requires prepayment (even though the Buy

Flow said the opposite), the customer will have to prepay.

The call center does not have access to our portal. All decisions made by the order entry team in terms of

whether or not the customer requires a prepayment will supersede what the order entry screen stated.

RISK ASSESSMENT PROCESS

Charter now uses Experian to better identify former customers to properly ascertain risk and asses

prepayment only when necessary.

Charter does not request a SSN from customers.

Former customers who either owe Charter >$20 or

unreturned equipment… require prepayment to

schedule

8% of prospect service locations flagged as risky…require prepayment to schedule

Former customers who do not owe Charter >$20 or

unreturned equipment…do not require prepayment to

schedule

92% of prospect service locations not flagged as

risky…do not require prepayment to schedule

Prepayment scenarios



BENEFITS OF COLLECTING PREPAYMENT:

Customer is now invested, less chance of a chargeback occurring during the initial 120 Days.

Customer is less likely to have “sticker shock” when fist bill is received as the installation and initial

month are already paid.

Increase volume by viewing “prepay” requirements as part of doing business rather than a “no

thank you.”

Increased volume combined with reduced chargebacks mean higher bounties

Assuring customers sign with Charter through YOU, creating opportunities for additional future

business and increased referrals.

PREPAYMENT AND PCI COMPLIANCE

Charter is committed to help our dealer partners to embrace PCI Compliance in order to collect

prepayment information when Charter requires it.

Assures that your customer’s order is completed by YOU from start to installation date confirmation.

Note: If you are not PCI Compliant and your customer requires prepayment, you will need to contact

our call center and transfer the call to our customer service representative so he/she can collect

prepayment information.

Failure to properly safeguard customer’s personal data can result in fines; penalties and most

importantly…lost sales!

Here is the link to the PCI Securities Standard’s Council to give you a better understanding of their

mission and why these standards are so important today: https://www.pcisecuritystandards.org.

There are several companies authorized by the PCI Council to assess and certify your company as

being “compliant”. Price for a “small” level 4 business is very nominal:

https://www.pcisecuritystandards.org/approved_companies_providers/qsa_companies.php

https://www.pcisecuritystandards.org/



https://www.pcisecuritystandards.org/approved_companies_providers/qsa_companies.php



OFFERS DISPLAY

Choose the offer of your customer’s preference (click on the “+” sign to expand the offers).

Localized offers: Price may vary by market, for example certain markets could have an

overbuilder offer of triple play at $79.97 instead of $89.97. The address you enter drives your

customer’s offer in the portal.



Step 1: Customize Your Order

Selecting Equipment your customer will need

If customer wishes to add DVR to their order you must select the “Yes” box.

Select the number of TV’s the customer wants wired for service.

Each TV requires a box.



Customize Your TV

Lists what is included in the package, and provides ability to add premium channels and additional

digital packages as available based on the package selected (Digital Tier 1, 2).



Customizing Your Phone

Provides the ability to keep your current phone number or get a new phone number through

Charter.

Customizing Your Internet

The modem is FREE.

Provides the ability to add a wireless router to the order (WiFi). A monthly fee and a One Time

Activation Fee will be added.



At the bottom of the screen the Monthly Total will appear.

Click “CONTINUE”



Step 1: Enter Your Info Confirm customer’s email address

If you the retailer clicked on the Address Selection Screen that you were present with the customer,

the “E911 Agreement” check box will be displayed. Customer must read the E911 terms and check

to indicate the customer understands and agrees.

Check “I agree with Charter Residential Terms of Service”.

In “Agent’s Email” please type your email address in the field. This will send you a confirmation page

of the order.

Click “SUBMIT ORDER”.

If customer requires Prepayment and Retailer is PCI Compliant, enter the Customer’s billing

information to pay the amount due. If the Retailer is not PCI Compliant please warm transfer the

Call to the Order Entry Team so customer can provide Credit Card information and program

installation.

Legacy Charter Markets – Order Entry Team

Use Charter Sales ID XXXXX

Call 866-820-8722

Legacy TWC Markets – Order Entry Team

Use TWC Sales ID XXXXX

Call 855-392-9910

Legacy BHN Markets – Order Entry Team

Use BHN Sales ID XXXXX

Call 866-673-6274



Step 2: Schedule Installation

After selecting potential date and time, click “Continue”.



ORDER CONFIRMATION:

Order Verification

Print and keep as a reminder of the installation appointment.

If the order includes “Phone” service and/or the customer would like to keep existing telephone

number with Charter, please remind the customer to complete ELOA (Electronic Letter of

Authorization) & E911. The customer will receive an email, which includes a link to Charter Services

Acceptance Agreements. Customer must review and accept the terms and conditions within 24

hours of receiving the e-mail; otherwise the Phone Service will not be included in the order.



When Retailers begin placing an order through the Retail Buyflow, they are asked to select whether

or not the customer is present. This selection determines how the Buyflow will attempt to collect

TPV (ELOA & E911) if the order contains a ported number.

If the Retailer has indicated that the customer is present, then towards the end of the order, the

Buyflow will connect to Charter Verify, and display the following TPV collection screen. The Retailer

should turn their tablet/computer over to the customer, and the customer must select ‘I agree’ in

the three check boxes provided, and then click ‘Continue’.



If the Retailer has indicated that the customer is not present, then towards the end of the order, the

Buyflow will connect to Charter Verify, and trigger an email sent to the customer. The email is sent

from Charter Verify and contains a customized TPV collection link.



Email – Order Confirmation

When the order is completed the customer and retailer will receive an email confirmation.

Email – E911 and ELOA agreement



Wrapping Up

Advise the customer to expect a courtesy reminder phone call from Charter to confirm

scheduled date and time of install.

If customer needs to change the installation date/ time, they may call Charter Customer

Service at 1-855-75-Spectrum (1-855-757-7328)

If the customer never receives the ELOA/E911 email, or accidentally deletes it, the customer

to go to https://charterverify.com/ , click ‘Next’, and look up their agreements by entering

their service address and email address.

https://charterverify.com/



ORDER DOES NOT AUTOMATE OR CHANGES ARE NEEDED TO ORDER

If the Order does not automate, the portal will direct you to call into Order Entry to finish the order. Have

your sales ID ready along with the Order Confirmation number.

Legacy Charter Markets – Order Entry Team

Use Charter Sales ID XXXXX

Call 866-820-8722 for Spectrum sales that fail automation anywhere in the legacy Charter

footprint

Legacy TWC Markets – Order Entry Team

Use TWC Sales ID XXXXX

Call 855-392-9910 for TWC sales that fail automation anywhere in the legacy TWC

footprint

Legacy BHN Markets – Order Entry Team

Use BHN Sales ID XXXXX

Call 866-673-6274 for BHN sales that fail automation anywhere in the legacy BHN footprint

The main reason for non-automation is that the customer requires prepayment and the Retailer is not PCI

Compliant. Another reason could be that the address is not in the Billing System.



ABANDON ORDERS

Usually an order is abandon when:

The customer is not ready to prepay

The customer is not ready to make a decision

Training issues with the Retailer’s agent



Top Reasons Orders Don’t Get Installed and How You Can Reduce Them

o Customer changed his mind and cancelled the installation, either during the installation confirmation call or by contacting Charter directly; or told Charter he didn’t place the order. Confirm that customer wants Charter service. Cover the monthly rate and installation fees in

detail and confirm customer acceptance. o Customer owes a balance on a different account.

Be sure to read the question “Are you moving to this address or have you lived here less than a year?” to the customer, and if necessary input the customer’s previous address. The system will attempt to match the name with the address to assess the situation, and will guide you accordingly.

o Customer required prepayment and didn’t have a credit card to pay for the installation + first month’s service. Be sure to explain to the customer that in some cases, pre-payment of the installation cost plus

the first month’s service is required prior the installation. o The customer was not at home when the technician arrived to install the service.

At the end of the transaction, confirm the date/time of the installation, and ask them to keep the information in a conspicuous place so they will remember. If circumstances later change and they cannot make the appointment, they can call 1-855-75-Spectrum (1-855-757-7328) (24/7) to reschedule the installation.

o No one over 18 was present when the technician arrived to install the service. Be sure to read this section on the Order Summary page aloud to the customer to be sure he’s

clear on this. o Customer waited at home but no installer arrived.

Order was not scheduled in Charter’s billing system. Be sure to call Charter’s Call Center for any orders that do not display a choice of installation dates.

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