Adjustments or charges: Samson

1. Open account in Samson.
2. On the upper tool bar, select Actions.
3. Click Adjustment.
4. Select BAN Subscriber.
5. Choose the Reason.
6. Enter adjustment amount.
   • Taxes must be figured out manually and added to the total adjusted amount.
   • Don't calculate taxes for courtesy credits.
7. Calculate Tax for BAN Adjustments. When it’s necessary to make an adjustment at the BAN/subscriber level, following these steps to calculate taxes:
   1. Access the Billed Charges screen, select a charge and locate the tax.
   2. Divide tax by the amount of the selected charge. This gives you the tax rate.
   3. Add 1 to the tax rate, and then multiply the tax rate by the amount of the adjustment/credit. This gives you the total amount to adjust.
   4. Note account memos, and include calculation.
      • Formula:
        • Tax Listed on a Charge ÷ Amount of Selected Charge = Tax Rate
        • Tax Rate + 1 x Amount of Adjustment/Credit = Total Adjustment/Credit amount
      • Example:
        • Customer was charged $50.36 (tax included) for overage but only $15.00 needs to be adjusted as a result of an error.
          • $5.36 tax charged on overage
          • $5.36 tax ÷ $45.00 in overage = .1191 tax rate
          • .1191 tax rate + 1 = 1.1191
          • 1.1191 x $15 adjustment = $16.786 total adjustment
        • Memo Text: Adjustment for $15 x 1.1190 = $16.79 to include tax
8. Select subscriber the adjustment is to be applied to.
9. Enter a Memo.
10. Click OK.

1. Click the Billed Chg icon on the upper toolbar.
2. Select the Bill Cycle that the charge appears in.
3. Choose the charge that needs to be adjusted.
4. Click Adjust on the left-side toolbar to adjust the charge.
   • The appropriate Adjustment Code automatically defaults.
   • Taxes automatically adjust if applicable.
5. Enter Detailed Memo, including the specific reason for the adjustment, and subscriber number (if it applies to a single subscriber on the account).
6. Click OK.

Never adjust calls at the charge level. Always adjust at the BAN level.

Never adjust data at the charge level. Always adjust at the BAN level.

1. Go to the Open BAN window.
2. Click Bill from the top menu.
3. Choose Billed Data.
4. Select the appropriate Bill Date and Subscriber Number.
5. Click OK.
6. Select the appropriate game download.
7. Click the Adjust icon from the left-hand toolbar.
   • Download must older than 30 days to adjust in Samson.
   • Adjust in Game Download Support Tool, if equal to or less than 30 days.
8. Memo reason for the adjustment and adjustment amount.
9. Click OK.

Never adjust unbilled MRC at the charge level. Wait for the bill cycle to close and adjust from the billed charges.

1. Access the Financial Summary tab.
2. Open the Bill drop-down menu.
3. Select Pending Charges and Credits.
4. Click New Charge (the green moneybag) on the sidebar. Or you can also create a charge by going to Actions > Create a New Charge.
5. In Create a New Charge screen, click Charge Code to select the appropriate code.
6. Enter an amount (unless there is a default amount associated with the Charge Code, such as ETF will automatically default to $200).
7. Choose the effective date and choose a subscriber to apply a subscriber level charge. Don't choose a subscriber to apply a BAN level charge.
8. Enter a detailed memo.
9. Click OK.

1. Go to the Pending Charges & Credits screen.
2. Click Temporary Adjustment.
3. On the left side of the screen, click the R (Adjustment Reversal) icon to reverse the credit.
4. Memo the account with reversal details.

Customer Service only: Adjustment reversals must be performed by a Coach or Manager. They would follow these steps:

1. Click Bill on the upper toolbar.
2. Select Pending Credits & Charges.
3. Highlight the Charge or Credit to be reversed.
4. Click Adj Reversal on the left toolbar.
5. Select the reason.
6. Enter memos.
7. Click OK.

To access the Adjustment History screen use either of the below methods:

• Double-click the Recent Credits / Adj field.
  OR
• Click the Adj History button on the upper toolbar.

1. Click Bill on the upper toolbar.
2. Select Pending Credits & Charges.
3. Highlight the charge or credit in question.
4. Click Adjust.
   • Confirm the amount is accurate that needs to be adjusted.
   • The tax should be included when adjusting the pending charge, so the full amount is adjusted correctly.
5. Enter a memo.
6. Click OK.

Credit & adjustments support (adjustment code index)

Courtesy credits

Sales Courtesy Credits