CSR - Frequently Asked Questions

General Questions

What is "Just Pay It"?

Just Pay It is a quick way our customers can pay their Republic Services bill online. It does not require a User ID or password and we will not store the customer’s bank account or credit card information. If the customer provides their email address, we will keep it with the payment record so we can send an electronic payment confirmation and contact them if there is a problem with the payment. CSRs use Biller Console to process one-time payments. Refer to the instructions for How do I process a payment for an unenrolled customer?

What is "IVR"?

IVR is an acronym for Interactive Voice Response. This is a phone-based payment system. The customer calls our special toll-free number and responds to commands by using the telephone keys. Customers will be able to make payments 24 hours a day, 7 days a week. Live operator assistance will be available from 7 a.m. Central to 11 p.m. Central 7 days a week. Currently the IVR is in test in one District. You will be notified when it is rolled out across the Company.

How can I get my password reset?

Contact Scottsdale Support if a password error is preventing you from logging into the system.

How can I change my password?

Click on My Profiles from the Biller Console menu page.
A Profile Information page will display. Click on the Login Edit button.
An Edit Login information page will display. Type in your current password in the Original Password field.
Type in your new password in the Password and Re-type Password fields.

Note: your password must be between 6 to 16 alphanumeric characters. There must be at least one letter and one number.

How do I search for a customer?

You can search based on:

Customer account number
Customer phone number
Customer name
Customer email
Enrolled customer User ID

For best search results: Enrolled customer: Use Customer User ID or customer email Un-enrolled customer: Use 12 digit account number

On the Customers tab, click Customer Search.
Enter the search criteria and click Go.
Review the search results and click on the Customer Name to bring up accounts.
Click on the Accounts tab to view the Republic Services account numbers associated with the customer. This tab also shows if the Republic Services account number is active for the customer User ID.

o Always go to the accounts tab to view the most current status of the accounts associated with the User ID.
o Avoid searching on the Last Name or Company for a business because the information is inconsistently populated form the billing systems. Company Names are initially populated in first name fields.
o If searching on last name, at least five characters are required and the system will not recognize wildcards.

To view an invoice, click the Documents tab and click the invoice line under the Description column.

Can I reset a customer’s password or disclose their User ID?

Prior to resetting a customer’s password or disclosing a User ID, regulations require you to validate their identity. This is an important step to ensure Republic Services protects our customers from identity theft.

Search on the customer to locate their record
When the record appears on your screen, click on the link under the Customer column.
Click on the Overview tab. Use the information to validate the customer’s identity.
To reset a password, the customer must be able to answer two of the following items.
To disclose a User ID, the customer must be able to answer three of the following items.

o Name on account
o 12 digit Republic Services account number
o Email address
o Last 4 digits of bank account/credit card number stored in the system as a payment method
o Answer to hint question.

Scroll to the bottom of the Overview tab to Login Information
To reset the password, click on Edit
Type in a temporary password. Retype the password to confirm it. The password must be between 6 and 16 digits with at least one number and one letter. The password cannot be the same as the User Id and you cannot reuse previous passwords.
If necessary change the customer’s Hint Question and Hint Answer
Click on Update.

What reports are available?

Enrollments
Successful payments
Unsuccessful payment
Daily summary

How do I run reports?

Reports will automatically run each evening after the 5 p.m. Central time cutoff and will be stored in Robot. The next morning you can retrieve and print the reports you need.

Is there a credit card expiration report?

No, customers on auto pay with a valid email address will receive two notifications. The first will warn them 30 days in advance of the card expiring. The second will inform them that the card has just expired.

Which customers get confirmation letters?

Customers that have a one-time payment processed and that don’t have an email address in their profile will get a confirmation letter. Also, all customers paying through the IVR will get a confirmation letter. Customers that do have an email address in their profile will receive an email notification confirming their payment.

When will customers receive email notifications?

Emails are sent to customers when the following events occur:

Enrollment or addition of new waste account to their user profile
Deletion of a waste account from their user profile
A new invoice is available to view
A payment has been processed
A payment has failed
A payment has been declined
A scheduled or submitted payment has been cancelled
A payment has been reversed
An attempt to reverse a payment has failed
The customer’s financial institution has rejected a reversal
We have received instructions from the customer’s financial institution to correct an error in the routing number or bank account number
A payment has been scheduled
A credit card will expire in 30 days.
A credit card has expired.

Enrollment Questions

How does the customer enroll from Republicservices.com?

Click on the Sign Up link.
Select Customer Type (Consumer or Business).
Input 12 digit Republic Services account, without dashes or spaces, and their 5 digit zip code.
Create a User Id and Password, select a Hint Question and provide the Hint Answer.
Update contact information, including phone number and email address. Note businesses may need to edit their company name as it may have populated in the first name field when brought over from the billing system. A last name is required. Note: contact information updated in Online Bill Payment will not carry over to the billing system.
Review Terms and Conditions and click “I agree to Terms and Conditions”.

How do I enroll a customer?

Bring up the customer record from the Customer Search menu.
When the customer record appears, click the Overview tab.
Click the Enroll button and then the Customer Enrollment link in the Step 1 screen.
Edit the Customer Contact information. A phone number and email are required. Note: contact information updated in Online Bill Payment will not carry over to the billing system.
Create a User Id and password for the customer. It must be between 6 and 16 alphanumeric characters with at least one number and one letter. The password cannot be the same as the User ID.

Note: enrollment requires an email address. Do not enroll customers without an email address unless you have a signed automatic payment authorization form signed by the customer. Automatic payment customers without an email address can be set up with quickpay@republicservices.com. We permit automatic payment customers to use this email address because we can monitor email for rejected payment notices.

If a division sets up an invalid or local email address, customers will not receive important legal notices Republic Services is required to provide to them. Customers without an automatic payment authorization form should not be enrolled if they do not have their own email address. Unenrolled customers will need to process their payments through Just Pay It and CSRs will need to process their payment through Biller Console, which will result in notifications being mailed to the customer’s billing address.

How do I unenroll a customer? What if a CSR-enrolled customer wants to enroll using their own online account?

If you need to unenroll a customer or if they want to take over a CSR enrolled account, FIRST you have to delete all scheduled payments, automatic payment rules and payment methods. DO NOT try to deactivate a customer until you have completed step 2.

Search for the customer record from the Customer Search menu
From the Payments tab, delete any Scheduled Payments, Automatic Payment Rules and all Payment Methods that exist for the account
From the Accounts tab, click on the Deactivate button next to each account you want to unenroll.
If a customer wants to take over a CSR enrolled account , instruct the customer to enroll from www.republicservices.com
A manual payment may need to be processed if you deleted a scheduled payment.

Why does my customer’s profile have quickpay@republicservices.com as their email address?

The OBP system requires an email address for enrolled customers. Some customers don’t give us an email address, so we use quickpay@republicservices.com so we can monitor email for rejected payments or other notices.

Payment Questions

Is there a charge to make a payment?

There is no charge to the customer to make a payment through the system.

What is customer account type for?

Customer type identifies whether the payment will be made from a consumer account or a business account. Each account type has a unique code that follows the transaction through to the Federal Reserve. Consumer transactions have more protection under the law and are coded as PPD. Business accounts are coded as CCD. To the best of your ability, select consumer for an account in the name of a person, and business for an account in the name of a business.

If a customer self enrolled, can I still make a manual payment on their account?

There is no charge to the customer to make a payment through the system. back to top

How do I make a payment for an enrolled customer?

NOTE: Be careful with invoice dates and scheduled payments for enrolled customers. Any payments made and charges incurred after the invoice was created will not be reflected in the amount due. Look at the customer’s account in the billing system and scheduled payments in OBP to determine the proper payment to be made. Invoices are loaded into OBP 3 days after they are created.

Search on the customer to locate their record.
When the record appears on your screen, click on the link under the Customer column.
Click on the Documents tab.
Select invoices to pay and click on the Pay button by an invoice or scroll to the bottom and click Pay selected documents.
The payment amount defaults to the current invoice. If necessary, enter a different payment amount with a decimal point and the payment date. If the customer is set up for automatic payments, a warning message may appear that you are creating a duplicate payment. You can continue if your intent is to make a payment in addition to the automatic payment amount.
Select an existing Payment Method or enter a new Payment Method You must ask the customer if they want to store their payment method. If the customer does not want to store the payment method, DO NOT click on "Customer agrees..." box when setting up the payment method.
Confirm the payment information is correct. Make corrections if necessary and click "Make a Payment".
You may want to record the payment reference id in the billing system notes, or print the confirmation page for your records.

How do I make a payment for an unenrolled customer?

From the Payments tab, select Make a payment.
Enter the customer’s 12 digit Republic Services account without dashes, and the 5 digit billing address zip code.
Customer account information will appear. The payment amount automatically defaults to current invoice charges.
Input the amount the customer wants to pay, with decimal point. Choose Bank Account or Credit Card and click Continue.
Update customer contact information. You must input the customer’s telephone number to proceed with the payment. Encourage customer to provide their email address so a payment confirmation can sent to their email. Click Continue.
Input Payment Method information. Read customer authorization script. If the customer agrees to the payment authorization, check the box and click Continue.
Review the payment information for accuracy. If necessary make corrections by checking on the appropriate change button. If the customer agrees to abide by the terms and conditions, check the "Customer agrees to Terms and Conditions" box and click Make Payment.
You may want to record the payment reference id in the billing system notes or print the confirmation for your records. If the customer did not provide an email address, a payment confirmation will be mailed to their billing address.

How do I set up an automatic payment rule (recurring payment)?

The customer must be enrolled and have at least one payment method set up. If a CSR sets up the customers recurring payments by a bank account debit or a credit card charge, Republic Services must have an approved form signed by the customer on file. The form must be retained for two years em>after the customer discontinues the automatic payment authorization. The approved forms can be found on Inside Republic Services under the Treasury department.

If a customer sets up their own automatic payment rule from Republicservices.com, we are not required to have an authorization form on file. The customer’s electronic record is sufficient.

Automatic payments are made for the Current Invoice Charges only, not the Total Amount Due.

When the customer record is displayed on the Customers tab, click the Payments tab.
Click the Automatic Payment Rules link, and then the Add Automatic Payment Rule button.
Select the account number to be set up for automatic payment.
Enter the payment method option. Note: we do not recommend entering a limit amount. If the limit is less than the amount due, Online Bill Payment will not take the payment.
Confirm the automatic payment rule data. Automatic payments are effective with the next invoice load.
- Payments will be scheduled to the due date on the statement.
- If the due date is Upon Receipt, the payment will be set to the invoice date + 10 days.
- Customers who add Auto Pay after an invoice load must make a manual payment.
- Customers who cancel Auto Pay after an invoice load must manually cancel any scheduled payments.

How do I delete an automatic payment rule?

When the customer record is displayed on the Customers tab, click the Payments tab.
Click the Automatic Payment Rules link and then click the automatic payment rule to be deleted.
Click the Delete button.

Scheduled payments will not be deleted. Look for scheduled payments and if necessary, they may be deleted manually.

Is it necessary to unenroll auto-pay customers to process a manual transaction against their account?

No. Automatic payments now process for the current invoice amount, not the total amount due. If necessary you can process an additional payment without interfering with the pending automatic payment and without turning off the automatic payment rule. Follow the instructions for: How do I make a payment for an enrolled customer?

Why did my customer’s automatic payment fail?

Transaction limit exceeded. If the customer’s payment would have exceeded the predetermined transaction limit, the payment will be failed. The customer or CSR needs to process a manual payment. An email will be sent to the customer’s email address in their profile.

Automatic payment rule expired. The automatic payment date has exceeded the expiration date set up in the auto pay rule. The customer or CSR needs to process a manual payment and change the automatic payment rule expiration date in the customer profile.

Can transactions be cancelled or stopped?

Enrolled customers can cancel their own payments with a "scheduled" status.

CSRs can cancel enrolled or un-enrolled customer payments with a "scheduled" status whether the payment was created by the customer or a CSR.

Payments with a "submitted" status can only be cancelled by CPPC prior to the 5 p.m. Central cutoff time on the day the payment was submitted. After 5 p.m. Central, payments with a "submitted status" have already been transmitted to the bank for processing. Customers wishing to stop a payment that has been transmitted must contact their own financial institution.

To cancel (delete) a customer payment:

Search on the customer to locate their record.
When the record appears on your screen, click on the link under the Customer column.
Click on the payments tab.
Click on the Reference ID of the scheduled payment you want to cancel.
Click on Cancel.

What is Payment Status?

The status of a payment indicates whether it has been submitted to the customer’s financial institution and the customer’s Republic Services account.

Declined: The payment was rejected by the financial institution. The payment has not been posted to the customer’s waste account. The customer will need to resubmit the transaction with another payment method.
Failed: Due to a system error, the payment was never sent to the customer’s financial institution or the customer’s waste account. The transaction will need to be resubmitted.
Paid: The transaction was successfully submitted to the customer’s financial institution, (subject to available funds) and was credited to the customer’s waste account.
Scheduled: The transaction is scheduled for a future date. It has not been submitted to the customer’s financial institution and has not been credited to the customer’s waste account.
Submitted: The transaction has been submitted to the customer’s financial institution and has been sent to the billing system to credit the customer’s waste account.

How do I view a customer’s payment detail?

Only payments made through OBP or the IVR will be shown in OBP.

Search on the customer to locate their record.
When the record appears on your screen, click on the link under the Customer column.
Click on the Payments sub-tab. Recent payments will be displayed with the payment date and status.
To view the details of a single payment, click on the link under Reference ID for the payment you want to review.

Can I view my customer’s old OBP history?

You can view OBP payments made before 5/7/07 by clicking on the link on Inside Republic Services just below OBP. From there you will be able to view past payments.

How do I view a customer’s payment detail?

You can view OBP payments made before 5/7/07 by clicking on the link on Inside Republic Services just below OBP. From there you will be able to view past payments.

Error Messages

Message: This account exceeds the limit of active account-customer associations (when associating an account to a User ID)

The 12-digit account is already assigned to a User ID, probably because the division set up the customer for Autopay or made a manual payment (CSR-enrolled). To correct: unenroll the account for the existing User ID.

Message: “We’re Sorry…We cannot display your invoice at this time. Error OBP-003” (in the customer console when trying to view an invoice)

The invoice image is still being processed. To correct: check back later. If invoices are not available in 24 hours, contact the Phoenix help desk.

Message: The User ID / Password combination you have used has not been entered correctly or does not exist. Please try again. You may click on the "Forgot your password?" or "Forgot your User ID?" links on this page for assistance.

For password problems, the user can click “Forgot your password?” upon sign in. The user will be asked to provide: (1) User ID, (2) either their 12 digit Republic Services account number

email address, and (3) answer to secret question. If each answer matches the information on file, the user will be prompted to create a new password.

For User ID problems, the user can click “Forgot User ID?” The user will be asked to provide their 12 digit Republic Services account number and email address. If both answers match the information on file, the User ID will be emailed to the address on file.

If the user still can’t log in, see Can I reset a customer’s password or disclose their User ID? The customer can also click on “Contact Us” and send an email with PASSWORD/USER ID RESET in the subject line to prioritize the message. If the customer needs to make an immediate payment to avoid a late fee, have them make a payment in JPI.

Message: We cannot locate the required information. (Enrollment error)

The 12 digit account number and invoice zip code combination do not match Republic’s records. To correct: (1) re-enter all 12 digits of the Republic Services account number (without dashes) from a recent invoice and (2) enter the five digit zip code from the customer billing address on the left side of the same invoice.

Message:You have already enrolled in Online Bill Payment or the authentication codes you have used have not been entered correctly or do not exist. Please try again. If the problem persists, please contact Customer Service. (Enrollment error)

The most common reason for this error is an incorrect zip code. To correct: enter the five digit zip code used in the billing address printed on the front of the most recent invoice, even if it is wrong. If necessary, correct the zip code in the billing system.

Another reason for the error is that the customer is already enrolled. To correct, either:

• Unenroll the account for the existing User ID so the customer can enroll the account under a new User ID. OR,
• Provide the customer with their user information. See Can I reset a customer’s password or disclose their User ID?