WIXLIB

RETAIL ORDER ENTRY PROCESSTABLE OF CONTENTSRETAIL PORTAL – ORDER ENTRY . 1PLACING AN ORDER . 2ERROR MESSAGES . 4CUSTOMER INFORMATION. 5RISK ASSESSMENT PROCESS . 7BENEFITS OF COLLECTING PREPAYMENT: . 8PREPAYMENT AND PCI COMPLIANCE . 8OFFERS DISPLAY . 9Step 1: Customize Your Order . 10Step 1: Enter Your Info . 15Step 2: Schedule Installation . 16ORDER CONFIRMATION: . 17Email – Order Confirmation . 20ORDER DOES NOT AUTOMATE OR CHANGES ARE NEEDED TO ORDER. 23ABANDON ORDERS . 24Top Reasons Orders Don’t Get Installed and How You Can Reduce Them . 25RETAIL PORTAL – ORDER ENTRY URL: https://www.charter-retailportal.comUser Name and Password are required to access the portal.Preferred Internet browsers are Google Chrome, Internet Explorer 8 (and above), and Firefox.This document is subject to change. Not intended for customer distribution. Updated on: 10/23/17Page 1

RETAIL ORDER ENTRY PROCESSPLACING AN ORDER Input street address & zipooSystem checks for serviceability If it shows as non-serviceable: re-check spelling of street; re-check zip code (can usewww.usps.gov); spell street name out (no abbreviations); put apt # in Apt field Please do not use comma “,” on any field Charter Call Center can double-check serviceability if these changes do not workClick “Start”If the address is not serviceable the following message will be displayed:This document is subject to change. Not intended for customer distribution. Updated on: 10/23/17Page 2

RETAIL ORDER ENTRY PROCESSIf there are Charter Services installed at this address this message will be displayed:When selecting “Yes, I have existing Charter service at this address” and click “Log In”, enter the accountnumber, so additional services can be added:When selecting “No, I would like to set up new service for this address” and click “View Offers” you will beable to enter customer’s contact information and select offers.This document is subject to change. Not intended for customer distribution. Updated on: 10/23/17Page 3

RETAIL ORDER ENTRY PROCESSERROR MESSAGES:Retail Portal Troubleshooting GuideError messageSorry, Charter services are not available.The address you provided has pre-existingCharter accountCustomer NOT ServiceableDelinquent CustomerNon-Pay Disconnected CustomerMust enter email addressYour session has expired"NOCITY" - Indicated as City Name - NonServiceable AddressesTroubleshootingRe-check spelling of street, re-check zip code (Can usewww.usps.gov); spell street name out (no abbreviations); butapt # in Apt fieldVerify with the customer if they already have service. Verifythe address that they are calling about.Verify the address that they are calling about.An active customer that owes a past due balance. This ordermay not automate.An inactive customer that owes a balance due to nonpayment. This order may not automate.The customer must have an email address. Do not use afictitious or store email addressYour idle time has exceeded the maximum time on the retailportal without activity and you must start over .Indicates the serviceability site is down. This is for TWC andBHN only.The order did not automate. You must call into customerservice to have the order completed.Legacy Charter Markets – Order Entry Team Use Charter Sales ID XXXXX Call 866-820-8722You are almost done please call to completeyour orderLegacy TWC Markets – Order Entry Team Use TWC Sales ID XXXXX Call 855-392-9910Legacy BHN Markets – Order Entry Team Use BHN Sales ID XXXXX Call 866-673-6274This document is subject to change. Not intended for customer distribution. Updated on: 10/23/17Page 4

RETAIL ORDER ENTRY PROCESSIF THE ADDRESS IS SERVICEABLE AND THERE ARE NO ISSUES WITH THE ACCOUNT, THIS SCREEN WILL BEDISPLAYED:CUSTOMER INFORMATION Confirm if customer has lived in that address for over a year.o Selecting “NO” requires the customers previous address to be input- This helps identifycustomer status (past history).o Selecting “YES” indicates this is a resident who has lived there longer than a year without havingany active Charter services.Input customer’s name, phone number and email address (information must be the account ownerinfo).Must use customers email address- Do NOT use a fictitious or store email address.Input your Agent’s Email Address.This document is subject to change. Not intended for customer distribution. Updated on: 10/23/17Page 5

RETAIL ORDER ENTRY PROCESSBased on Customer Information provided, the assessment will determine if the Customer requiresPrepayment or not.If the customer is required to prepay for this order a message will be displayed.This document is subject to change. Not intended for customer distribution. Updated on: 10/23/17Page 6

RETAIL ORDER ENTRY PROCESSIF CUSTOMER DOES NOT REQUIRE PREPAYMENT, THIS MESSAGE WILL BE DISPLAYED:NOTE: If for example the order does not automate and the Retailer needs to call in the Order Entry Team tocomplete the order, and he/she is informed that the Customer requires prepayment (even though the BuyFlow said the opposite), the customer will have to prepay.The call center does not have access to our portal. All decisions made by the order entry team in terms ofwhether or not the customer requires a prepayment will supersede what the order entry screen stated.RISK ASSESSMENT PROCESSFormer customers who eitherowe Charter 20 orunreturned equipment require prepayment toschedule8% of prospect service locationsflagged as risky requireprepayment to schedulePrepaymentscenariosFormer customers who do notowe Charter 20 orunreturned equipment do notrequire prepayment toschedule 92% of prospect servicelocations not flagged asrisky do not requireprepayment to scheduleCharter now uses Experian to better identify former customers to properly ascertain risk and assesprepayment only when necessary.Charter does not request a SSN from customers.This document is subject to change. Not intended for customer distribution. Updated on: 10/23/17Page 7

RETAIL ORDER ENTRY PROCESSBENEFITS OF COLLECTING PREPAYMENT: Customer is now invested, less chance of a chargeback occurring during the initial 120 Days. Customer is less likely to have “sticker shock” when fist bill is received as the installation and initialmonth are already paid. Increase volume by viewing “prepay” requirements as part of doing business rather than a “nothank you.” Increased volume combined with reduced chargebacks mean higher bountiesAssuring customers sign with Charter through YOU, creating opportunities for additional futurebusiness and increased referrals.PREPAYMENT AND PCI COMPLIANCE Charter is committed to help our dealer partners to embrace PCI Compliance in order to collectprepayment information when Charter requires it.Assures that your customer’s order is completed by YOU from start to installation date confirmation.Note: If you are not PCI Compliant and your customer requires prepayment, you will need to contactour call center and transfer the call to our customer service representative so he/she can collectprepayment information.Failure to properly safeguard customer’s personal data can result in fines; penalties and mostimportantly lost sales!Here is the link to the PCI Securities Standard’s Council to give you a better understanding of theirmission and why these standards are so important today: https://www.pcisecuritystandards.org.There are several companies authorized by the PCI Council to assess and certify your company asbeing “compliant”. Price for a “small” level 4 business is very ved companies providers/qsa companies.phpThis document is subject to change. Not intended for customer distribution. Updated on: 10/23/17Page 8

RETAIL ORDER ENTRY PROCESSOFFERS DISPLAYChoose the offer of your customer’s preference (click on the “ ” sign to expand the offers).Localized offers: Price may vary by market, for example certain markets could have anoverbuilder offer of triple play at 79.97 instead of 89.97. The address you enter drives yourcustomer’s offer in the portal.This document is subject to change. Not intended for customer distribution. Updated on: 10/23/17Page 9

RETAIL ORDER ENTRY PROCESSStep 1: Customize Your OrderSelecting Equipment your customer will needIf customer wishes to add DVR to their order you must select the “Yes” box.Select the number of TV’s the customer wants wired for service.Each TV requires a box.This document is subject to change. Not intended for customer distribution. Updated on: 10/23/17Page 10

RETAIL ORDER ENTRY PROCESSCustomize Your TVLists what is included in the package, and provides ability to add premium channels and additionaldigital packages as available based on the package selected (Digital Tier 1, 2).This document is subject to change. Not intended for customer distribution. Updated on: 10/23/17Page 11

RETAIL ORDER ENTRY PROCESSThis document is subject to change. Not intended for customer distribution. Updated on: 10/23/17Page 12

RETAIL ORDER ENTRY PROCESSCustomizing Your PhoneProvides the ability to keep your current phone number or get a new phone number throughCharter.Customizing Your InternetThe modem is FREE.Provides the ability to add a wireless router to the order (WiFi). A monthly fee and a One TimeActivation Fee will be added.This document is subject to change. Not intended for customer distribution. Updated on: 10/23/17Page 13

RETAIL ORDER ENTRY PROCESSAt the bottom of the screen the Monthly Total will appear.Click “CONTINUE”This document is subject to change. Not intended for customer distribution. Updated on: 10/23/17Page 14

RETAIL ORDER ENTRY PROCESSStep 1: Enter Your InfoConfirm customer’s email addressIf you the retailer clicked on the Address Selection Screen that you were present with the customer,the “E911 Agreement” check box will be displayed. Customer must read the E911 terms and checkto indicate the customer understands and agrees.Check “I agree with Charter Residential Terms of Service”.In “Agent’s Email” please type your email address in the field. This will send you a confirmation pageof the order.Click “SUBMIT ORDER”.If customer requires Prepayment and Retailer is PCI Compliant, enter the Customer’s billinginformation to pay the amount due. If the Retailer is not PCI Compliant please warm transfer theCall to the Order Entry Team so customer can provide Credit Card information and programinstallation.Legacy Charter Markets – Order Entry Team Use Charter Sales ID XXXXX Call 866-820-8722Legacy TWC Markets – Order Entry Team Use TWC Sales ID XXXXX Call 855-392-9910Legacy BHN Markets – Order Entry Team Use BHN Sales ID XXXXX Call 866-673-6274This document is subject to change. Not intended for customer distribution. Updated on: 10/23/17Page 15

RETAIL ORDER ENTRY PROCESSStep 2: Schedule InstallationAfter selecting potential date and time, click “Continue”.This document is subject to change. Not intended for customer distribution. Updated on: 10/23/17Page 16

RETAIL ORDER ENTRY PROCESSORDER CONFIRMATION:Order VerificationPrint and keep as a reminder of the installation appointment.If the order includes “Phone” service and/or the customer would like to keep existing telephonenumber with Charter, please remind the customer to complete ELOA (Electronic Letter ofAuthorization) & E911. The customer will receive an email, which includes a link to Charter ServicesAcceptance Agreements. Customer must review and accept the terms and conditions within 24hours of receiving the e-mail; otherwise the Phone Service will not be included in the order.This document is subject to change. Not intended for customer distribution. Updated on: 10/23/17Page 17