You have some customers not having Energy Charges displayed on their invoices for a service period. These customers are showing $0 for the supply portion. You inquire if the bill window is missed for such accounts.
Please raise a support ticket with us mentioning the affected LDC Account Numbers and the service period per account. We will fix the issue and inform you about the root cause.
For these accounts, it is expected to find a cancel and then a rebill from the same service period. A likely root cause can be that the utility failed to process the 810 file sent from Aurea. Typically, Aurea receives 824 transactions each day against 810 transactions submitted to the utility on the last working day. If for a particular day, the 824s are not received from the utility against 810s submitted, Aurea contacts the utility team and if advised by them to submit SUPs (as the bill window is closed), Aurea sends the SUP notifications for the affected accounts to the utility as the fix.
Access to the client-specific CSR site
Access to the EDI Exchange Portal
- For the given LDC Account Number, check the invoice from the mentioned service period using these steps.
Log into the CSR site. Search for the customer using the given LDC Account Number.
Navigate to the AR/Billing tab. Under AR Summary, a table displays the information related to invoices on the account.
For the service period mentioned by the client, check if there are multiple invoices.
To view charges on an invoice, click on the invoice number. This expands the invoice details and shows the Charge Summary, Invoice Summary, Usage Summary. Note the Energy Charges, Invoice/Charges Total, and Usage values.
It is likely there will be a pair of invoices for the service period with the same Invoice Date/Post Date, with one having Print Status as Do Not Deliver and another having Print Status as Processed. These refer to the Cancel and Rebill invoices.
It is expected to find another invoice with Print Status as Processed for a particular Post Date earlier to the Invoice Date compared to the Cancel and Rebill invoice pair for this same service period. This invoice is the original one billed to the customer. Note the Invoice Date/Post Date. The Delivery Type should be EDI for this invoice.
For example, for an account, if there are 3 invoices found for the service period 02/02/21-03/10/21 with 2 invoices having Invoice Date/Post Date 3/16/2021 and 1 having 3/12/2021, the original invoice would be from 3/12/2021.
- Log in to the AES Exchange Portal with client-specific credentials.
Run a report for the 810 transactions for the given LDC Account Number using a date range close to the Invoice Date/Post Date for the original invoice identified in step 1.
From the result, pick the transaction with Date & Time value with the date as the original invoice date/post date and look up the Prism file for it. Transaction attributes include Document No, Filename, etc.
In the Prism file, locate the Energy Charges, Invoice/Charges Total, and Usage values noted in step 1. This confirms that these values were sent to the utility in the corresponding 810 transactions from Aurea's end.
- Reach out to the Billing team at firstname.lastname@example.org with the gathered information. If the client requests an impact list of affected accounts, request the billing team to share the same.
The Billing team will advise more about the reason for cancel and rebill, underlying root cause, and fix adopted by them. Share the information received from this team with the client.