The normal practice to 'claim' the credit would be for Company X to enter their credit note in their ledger and to allocate it against any future invoice received from Company Y. Thus any payment of that invoice (or invoices) would include a claim against the credit note and would be referenced in the remittance advice.
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But there are no invoices from customers in this scenario. And many customers aren't businesses either. My subs are taken from a private card and the 'normal' practice would be to refund credits to that card.

Even if Zen choose instead to credit the refund against their next invoice, they have failed to do so in my case. My Nov 8 invoice was for the full Office rate (but should actually have been at the Home Zen 8000
Pro rate) and did not show any of the credit due to me.

My account has been mismanaged by Zen in multiple ways -- without even a hint of an apology.

Simon

Mike
Most profound-I couldn't have put it better myself. That is exactly the protocol adopted.

Zullio, you've replied to the wrong post and, for the sake of clarity, might want to move your post.

Simon

Post deleted by Zullio

its attitudes like Zullio displays that make me glad i left Zen when i did

How very rude. As I said, please reply to the person you are responding to - which wasn't me. You don't seem to have grasped how forum discussions work.

Simon

In reply to:

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But there are no invoices from customers in this scenario.

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Nor should there be - customers don't raise invoices, their supplier does!

AFAIK all Zen customers receive an invoice. For those (like me) who pay using a card, that invoice is sent as a PDF via email after the card payment has been processed.

In reply to:

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And many customers aren't businesses either.

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And many might be - Zen can't assume who is or isn't, or who does or does not require an invoice for tax purposes.

In reply to:

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My subs are taken from a private card and the 'normal' practice would be to refund credits to that card.

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The "normal" practice in this case would only work if Zen used a Continuous Payment Authority on the card you supply - something which (thankfully) they don't. The PCI are also trying to discourage the refunding of amounts to cards in the fashion you describe, especially where the refund amount doesn't match a debit transaction against the card.

I've already said that Zen need to make it clearer to customers what the credit note is and how to "claim" the credit. However, this doesn't equate to "mismanagement".

I get two types of credit note. In one scenario, a supplier has invoiced me wrongly for something and I haven't paid the bill. So he sends me a credit note and I then ignore the bill. In the second scenario, a supplier overcharges me for something but this time, I've paid the bill. The supplier then sends me a credit note and *either* send me my excess funds back *or* applies the credit note immediately to an imminent due invoice.

Much depends on the amount of the credit note. If it is for example more than a month's subscription (as it was in my case) then it is clearly unreasonable to hold on to my funds to set against invoices which may not be drawn up and issued for several months. The clear onus in such a scenario is on to make a cash refund as quickly as possible. If it is for a smaller amount than the next subscription payment then it would be reasonable to hold it for a short time to set against the next invoice (although it is debatable whether one full month is a short time).

As it happens, in this case Zen did neither. They didn't send cash back to my card (until later in response to this discussion) and nor did they make any credit adjustment to my Nov 8 invoice.

So there clearly has been "mismanagement".

Simon

Hi Simon

As senior operations manager for Zen Internet I'd like to apologise to you for the poor service you have recieved from us in respect of trying to resolve this issue.

I know that one of our staff members is now working with you to resolve the problems you have encountered and I will also raise awareness to these internally in order that we can learn from them once I return from leave.

Your feedback is always welcomed as is any from our customers and I would ask that you continue to contribute to the discussions in this forum as all feedback is valuable.

We never intended to upset you or any other customers in this thread and we can always learn from these encounters.

If you have any further problems please don't hesitate to contact me directly. I have e-mailed you my personal e-mail address at Zen.

Regards
Gary Hough

Thank you, Gary. I think that my problem has already been put right and I hope that the processes may be improved as a result.

Simon