Notes

Timeline :
Account -> Account History -> View Customer Full Timeline

Speed Test :
Account -> Account History -> Scroll to bottom in filters

Usage :
Overview -> Scroll to bottom

Credit :
Billing & Payment -> Ledger -> Credit By range -> Set date, lob, reason -> Apply

$12 --> Reactivation fee after soft disconnect
__________________________________________________________
Bypass

Customer Lookup
CTI:
OFF


Hello Parampreet

16
Otis Ritchie
Unverified
Callback:
(403) 548-0478
313 Comcast St Bldg Trn, Chambersburg, PA 17201
Owner: Otis Ritchie 8082300010209284 NORTHEAST - KEYSTONE 2:40 AM49 º F
Internet
Voice
TV
Home
Mobile

BILL
END
OverviewAccountBilling & PaymentTroubleshootingServicesActivity

Navigation breadcrumb icon
Clear
how11739
how11739






Set up, view, or modify a payment arrangement — Einstein 360 help
Summary
Agents able to process payments can set up a payment arrangement in Einstein 360 for eligible customers. Read about how to apply one here.
Quick Links
What's changed in this article
Overview
Check eligibility and view payment arrangement in Einstein 360
Set up a payment arrangement in Einstein 360
Edit or cancel a payment arrangement in Einstein 360
Collapse All Sections
What's changed in this article
Date Summary of change
September 3, 2024 Removed link to archived article.
April 24, 2024 Updates to images and steps.
February 22, 2024 Updated images and steps throughout the article to match the new payment widget launch.
January 25, 2024 Added Related Article.
January 23, 2024 Complete overhaul.
Back to Top
Overview
A payment arrangement prevents services from being soft disconnected while also providing more time for customers to pay their past due balance. Customers can establish their own payment arrangement through the Xfinity Assistant or the eIVR if eligible.

If a customer needs more time to pay their bill, agents able to take a payment can set up a payment arrangement. The customer needs to be eligible for a payment arrangement and arrangements should always be processed in Einstein 360. This article provides details on how to view an existing arrangement and check their eligibility, but for details on what determines their eligibility, see the policy on payment arrangements.

Back to Top
Check eligibility and view payment arrangement in Einstein 360
You can view an existing payment arrangement or check a customer’s eligibility in the following areas in Einstein 360:

The Billing card on the Overview page.
Screenshot of the Billing card with details on the payment and the Take a payment button in the lower left corner.
Click image to enlarge.

The Billing & Payment summary page.
Screenshot of the Billing page of Einstein 360. The page has a header that says Payment Arrangement. A banner states the customer's pay per view and Xfinity On Demand purchases will be restricted until the payment arrangement is fulfilled. There is a field on the left under the banners to select a payment arrangment date. A calendar drop-down in the lower-left corner of the Billing and Payment page is beneath this field.
Click image to enlarge.

Within the payment widget on the Payment tab. (Select View to get additional details on exact amounts due based on selected dates)
Screenshot of payment widget.
Click image to enlarge.

Once Selected the below details will populate
Screenshot with details about payment arrangement eligibility.
Click image to enlarge.

Screenshot of the Summary tab with the Transaction history and Current statement on the left and cards for the Total balance due and Mobile billing on the right.
Click image to enlarge.

Screenshot of the Payment arrangement page with a banner message about PPV/VOD/EST resitrctions at the top, Key dates below, and radio buttons for payment options with the Set payment arrangement button at the bottom.
Click image to enlarge.

Note: If you don’t have one-time payment access, you'll only see eligibility under the Billing and Payment summary page.

To confirm eligibility for a customer, there will be a notification bar across the customer’s account within each viewing option listed above stating whether the customer is eligible or not.

You can also look for the Payment arrangement tab and/or the Create payment arrangement tab. They will only appear when the customer is eligible for a payment arrangement or has an existing payment arrangement.

Back to Top
Set up a payment arrangement in Einstein 360
Within the customer’s account, under Payment options, select Payment arrangement.
Select Create payment arrangement.
Screenshot with create payment arrangement at the bottom under payment options.
Click image to enlarge.

Click the Select a Date button to access the calendar.
Choose an eligible date per the payment arrangement policy.
If the date selected is before the customer's soft disconnect date, a scheduled payment isn’t required.
If the date selected is past the soft disconnect date, a scheduled payment is required.
The customer is responsible for making a payment by 11:59 p.m. Eastern Time (ET) on the date selected.
Screenshot of the Payment arrangement page with a banner message about PPV/VOD/EST resitrctions at the top, Key dates below, and radio buttons for payment options with the Set payment arrangement button at the bottom.
Click image to enlarge.

Select the Past due amount radio button for payment.
Screenshot of the Payment arrangement page with a banner message about PPV/VOD/EST resitrctions at the top, Key dates below, and radio buttons for payment options with the Set payment arrangement button at the bottom.
Click image to enlarge.

Select Set payment arrangement.
Select Close.
Select either Credit/Debit Card or Electronic Funds Transfer, depending on the method the customer would like to use.
If they have a payment method saved on file, it shows here.
Select a username and/or email address to associate with the payment method.
Select Continue.
Review the payment information with them for confirmation and make any changes as needed by selecting the gear icon in the top-right corner of each section.
Select Submit.

The customer will receive an email confirmation that the payment was successfully submitted for processing on the desired date.

If they didn’t set up a scheduled payment, the confirmation will include the amount and date the payment needs to be made to honor the arrangement and avoid an interruption of their services.

Notes:

The customer won’t be able to make any pay per view (PPV), Video On Demand (VOD), or EST purchases until the payment arrangement has been fulfilled, if applicable.
Northeast and West Divisions only: If it is applicable, cancel the non-pay soft disconnect work order on the account.
Back to Top
Edit or cancel a payment arrangement in Einstein 360
Is this article useful?

Do you have any recommendations or questions?
Share feedback
RELATED ARTICLES
Payment arrangement policy
Create or edit scheduled payments — Einstein 360 help
Third Party Payment Center FAQs
Create your Xfinity ID
What is an Xfinity ID?
How to pay your Xfinity bill online
Soft disconnect reactivation policy
Set up a payment arrangement for your Xfinity balance
Handling payment requests
________________________________________________________________________________