The Billing and Account Management Website
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The Billing and Account Management Website MAY, 2008 JOB AID Target Audience All Xbox Live Billing and Saves Agents Introduction Our Billing and Account Management website also known as BAM is an online tool that is almost as powerful as CAP in resolving some Xbox live billing inquiries or concerns that our customers may have. The customers can visit billing.microsoft.com and login using their WLID and password to have access to their Xbox live account details. With this Job Aid, you will know how BAM can help the customers in answering their usual billing inquiries without Remember, we need calling XBOX customer support thus reducing the number of calls that might come in. to put our AHT/MPI into consideration by trying to What’s Important minimize Please remember, we always encourage our customers to be responsible in managing or walkthroughs as monitoring their Xbox live account's activity. This will only happen if we will educate them much as possible. about the online tools that they can easily use or access. Use the BAM emulator provided to Customers can use navigate BAM while going thru this JA to be more familiar with the steps and processes. the HELP section in BAM to learn how to navigate the What to Do website, educate them about this to How to access the website minimize walkthroughs. 1. Visit billing.microsoft.com 2. Login using the XBOX Live accounts WLID email address and password Knowing how to 3. Access Billing account overview access the personal information page is very important specially if the customer needs to get their account information to pass baseline verification upon calling XBOX customer support. They can update their account information on this page as well. Personal information page On this page the customers can view/edit their XBOX live contact information. This is the information that can be found on the Personal Information page in CAP 1. Choose the XBOX Live ACCT ID# on the Billing Account Overview page Note: There are some customers who have multiple accounts with Microsoft registered under the same WLID (ex. MSN). The Acct ID# determines which account information is trying to be accessed. Screenshots This is an example of a non-XBOX live account ID. It’ll show another type of account instead of XBOX Live, on this screenshot it shows My Microsoft Billing Account . 2. After choosing the right “Acct ID#” (XBOX Live Acct ID) click the go to personal information . 3. After clicking Go to personal information the customers should see the Personal Information page and view the information that they registered for their XBOX live account. The customers can click Edit personal information to edit their XBOX Live account information or click the View/Edit button to update the current credit card on the account. Let’s concentrate in editing the customer’s personal information for now so click Edit personal information to do that. 4. After clicking Edit personal information the customers should see the personal information page where in they can put in the information that they would like to use for their XBOX Live account. Just click save for the changes to take effect. Payment Method Activity Page The Payment method activity page lists the activity for your payment methods (charge dates, charge amounts, pending balance, and charge description). You can educate the customers about this page if they would like to keep track of their XBOX Live charges. 1. Under Payment method activity, your Microsoft billing account number and the selected payment method are listed. You can click Go to personal information or click Go to payment method information to see the XBOX live information. • The Beginning balance field lists the balance of your payment method at the beginning of the current billing period. • The Purchases/Fees field lists the purchase amounts charged to your payment method for the current billing period. If this amount is listed in brackets, the amount is a credit. • The Payments/credits field lists the payments and credits that were applied to your payment method for the current billing period. If this amount is listed in brackets, the amount is a payment. • The Current balance field lists the balance of your payment method at the end of the current billing period. • In the Statement period area, you can: o View the Date column to determine a transaction date. o View the Transaction Description column for a description of a transaction. o View the Type column to determine the type of a transaction. o View the Amount column to determine the price of the product purchased/renewed, o View the Balance column to determine the adjusted number of balance after a transaction. Screenshot How to use a new payment method? If the purpose of To transfer your services and balances to a new payment method, follow these steps: adding a new credit card/ switching the 1. Sign in to the Billing and Account Management website. credit cards onfile is to have the old credit card removed, always make sure that the customer is choosing the last 4 digits of the card that needs to be removed. Take note, adding a credit card in BAM is impossible if the customer doesn’t have any existing payment methods yet on the account. If this is the case the customer would have to add the credit card on the console by going to the account management area, through xbox.com by 2. Under Your payment methods , click the payment method you want to change. purchasing a 3. Under Payment method activity, click Go to payment method information . subscription if their current subscription is silver, by purchasing a subscription to setup a renewal if their current subscription type is PREPAID CARD or by adding it in CAP if the console and the website is not accessible at the time of the customers call. 4. Under Payment method information for this account, click Use a different payment method . 5. Click Add new credit card , or select the Select the last 4 digits of the credit card that the needs to be used and then click Next . Always remind your customers that their services and balances will be transferred to the new payment method that will be added. The old payment method will be removed after this transfer and they can no longer use the removed payment method unless they will add it again. 6. On the Confirm transfer page, confirm the balances and services you want to transfer, and then click Next . 7. Enter the information for the new payment method, and then click Save . How to update the existing payment method information 1. Sign in to the Billing and Account Management website. 2. Click the payment method that you want to update. 3. Under Payment method activity, click Go to payment method information . 4. Click Edit payment method information , enter the updated information on the Edit payment method information page, and then click Save . How to access Microsoft Points Activity To view your Microsoft Points balance: 1. Sign in to the Billing and Account Management website. 2 Under Stored credits click Microsoft Points . 3. Your points activity appears for the current month. You can view your activity for other periods by using the Statement period list. On the Microsoft Points activity page, click View in the Details column to view details about your points activity. • Date – this column shows the date that the transaction or the download happened. • Transaction description – this column shows the description (title) of the product that was downloaded • Type – this column shows the type of the product that was downloaded • Amount – this column shows the amount of the product that was downloaded • Balance – this column shows the previous balance that the customer had before the download happened. How to view the Services Page 1. Sign in to the Billing and Account Management website. 2. Under Your Services the service name and the current status of the subscription should be seen. Click the available membership that needs to be viewed. 3. On the Membership Page the following can be found: • The Status field: Shows the status of your service. • The Purchased field: Shows the date that you purchased your service. • The Account name field: Shows your account information. • The Payment method field: Shows the payment method that was used for your service. • Additionally the Service description field describes the service you are using. The cancel my service button on this page can’t be used to cancel an XBOX Live membership. The customer needs to call Xbox Live customer support to cancel a subscription as per XBL TOU section 6.2 PAYMENT and article 19. YOUR CANCELLATION OF SERVICE. You can also refer them to the HELP section in BAM to search for the query Cancel your Microsoft online services for more explanation about this process. When is it Effective For training team’s approval References billing.microsoft.com VKB Code 3mul@teB@m .