The Edit Special Handling Instructions option is only available if the account is currently in collections.
To add comments and/or special instructions to the collections information associated with a customer account:
Right-click anywhere in the Special Handling Instructions section of the Collections Detail tab in the Treatment window and select Edit Special Handling Instructions. This displays the Update Special Handling Instructions window which provides a free-form text input field.
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Enter your comments and/or instructions and click Save. This updates the Special Handling Instructions field on the Collections Detail tab of the Treatment window.