A spending limit may be placed on an account based on the customer’s credit score and/or payment history. If this spending limit is exceeded due to billing, new orders, etc., special action will be taken on the account. The spending limit for each account is maintained in the IDI platform.
Who is Assigned an Account Spending Limit
All new customers are assigned a spending limit based on their credit score. The higher the credit score -- the higher the spending limit.
What Happens to Accounts that are over Their Account Spending Limits
A scheduled job runs every two hours that identifies accounts that are over their spending limits and may need to be hotlined. This same job also identifies accounts that have had payments applied, and thus are ready to be restored.
Here is what triggers the hotline and restore actions that can take place. In addition to the scheduled job, service reps use the follow-up function to manage these accounts.
Feature | Hotline Conditions | Restore Conditions |
|---|---|---|
Scheduled Job | Customer's total balance increases from >75% to >100% of spending limit. | Customer's total balance is less than spending limit AND services are hotlined for ASL or Past Due |
Customer's services are not hotlined AND collection status is set to Past Due | Customer's collection status is set to 'Permanent Protection' AND services are hotlined for ASL or Past Due | |
Customer's services are not hotlined, collection status is set to 'Promise To Pay' AND deferred payment plan date has passed. | ||
Promise to Pay' follow-up has not been closed AND customer's services are not hotlined AND deferred payment plan date has passed. | ||
Promise-to-Pay Follow-up | Follow-up is closed with answer of 'Hotline' AND collection status is set to 'Promise To Pay.' | |
Follow-up is closed with answer of 'Ignore' AND collection status is set to 'Promise To Pay' AND deferred payment plan date has passed. |