Cornerstone Account Management System - Recurring Billing Guide

Overview

This guide provides a comprehensive introduction to Cornerstone Billing Solutions — who we are, what we do, and how the core features of our system work together to support your alarm dealership. It covers everything from connecting to Cornerstone's site and setting up your company, to entering accounts, processing payments, running reports, and maintaining PCI compliance.

This guide is intended for dealers who are new to Cornerstone, as well as existing dealers who want a single reference document covering the full scope of available services and features.

What Cornerstone Does for You

Cornerstone's system gives you real-time access to your customer information through a powerful industry software package. We handle back-office, busy-work tasks — such as recurring invoice generation and mailing, and payment processing and posting — so you can focus on revenue-generating opportunities.

Using Microsoft's Remote Desktop, you log into your database over an encrypted connection and manage your accounts live.

Account Setup

For dealers new to Cornerstone, we provide valuable guidance setting up the program — including defaults, GL codes, and Recurring Charges codes. Our setup process also includes a thorough review of your setup and customer data.

Account Maintenance

Once live, you have full real-time access to manage your accounts directly, including the ability to:

• Answer customer billing questions right from your office
• Handle all account changes directly — new charges, billing cycle or amount changes, and more
• Add and close accounts as needed, and edit tax rates as applicable

Cornerstone also provides data back-up services, covering both local and remote backups.

Invoicing and Payment Processing

Cornerstone runs a monthly batch of Recurring Invoices at a specified time each month. We handle the following types of payments:

• Lockbox — for payments by check
• File download — subscriber payments through FISERV and Metavante
• Credit Cards — one-time and recurring batch processing for Visa, MasterCard, American Express, and Discover
• ACH / EFT — one-time and batch processing for checking account debits
• Online payments — EFT and credit card payments through www.alarmpayments.com, our online payment portal

You can post checks you receive directly, forward payments to the lockbox, and apply or manage any account credits.

Reporting and Accounting

Cornerstone sends you a Cash Receipts report of all payments processed through Cornerstone at the end of each month. You can also run any other reports directly from the software while you are logged in.

Customer Relationship Management

Cornerstone's invoices serve as a vehicle for attracting new customers, retaining existing customers, and cross-selling or up-selling services. Replies to Customer Surveys and other comments or changes highlighted on return coupons are logged immediately into the Support Log.

Critical Do's and Don'ts

DO

• Enter as much information as you have about an account — zones, equipment, and so on
• Use the GL and Recurring Charge codes as set up in consultation with Cornerstone
• Exit the program using File > Exit or the Red X
• Enter a unique account number of up to 7 digits for each account
• Ensure the Next Bill Date has not already been billed
• Get signed authorizations for auto-pay setups
• Review checklists before and after Cornerstone creates recurring invoices

DO NOT

Account Number Format

• The first 2 characters must be the company code assigned to you by Cornerstone
• The next 4–5 characters may be any combination of characters and/or digits
• Check the Account Number tab on the Customer List screen to confirm availability

Connecting to Cornerstone's Site

To securely access your subscriber data, use the Remote Desktop Protocol (RDP) built into almost every Windows computer.

Windows PCs

Navigate to Start → All Programs → Accessories → Remote Desktop Connection. Create a desktop shortcut for easy access. If you have trouble locating it, search for mstsc.exe.

Mac Users

Download the Mac version of RDP from Microsoft's website. Contact Cornerstone for the recommended download link and setup guidance.

Mobile Connections

RDP apps are available for iPad, iPhone, Android phones, and tablets. Contact Cornerstone for recommendations and setup procedures.

Printing from Cornerstone's Site

Computers connecting to our site require a one-time installation of the Uniprint print driver before you can print invoices or reports.

1. Log off Cornerstone's site completely before beginning installation.
2. Download the Uniprint Client at https://www.uniprint.net/.
3. Click Downloads, then download the appropriate version for your operating system.
4. Double-click the zip file to extract the files.
5. Double-click UniPrintClient50.msi to begin installation.
6. Set your printing options when installation completes.
7. Log into Cornerstone and test by printing an invoice or report.

System Setup

Company Setup

The main Company Setup screen contains your company name, address, phone numbers, and license information. This screen is also used to add and control selected modules and features of the system.

Invoice Setup — Net Terms

Cornerstone allows you to set separate Net Terms for Recurring and Product Invoices. When configuring Net Terms, follow these guidelines:

• Determine how many days from the invoice date the invoice is due.
• For Recurring Invoices: calculate based on your billing cycle.
• For Product Invoices: set how many days from the invoice date payment is due.
• Add a grace period for late fees (minimum 15–20 days is recommended).

Multi-Company Setup

For multi-company users, setup allows you to identify a default Multi Company code when creating new accounts. This enables viewing and tracking of information by these company subsets.

Entering New Accounts

To create a new account, open the Customer List and press the Insert key on your keyboard. The following fields are required:

• Account Number (up to 7 digits)
• Customer Name (Last Name or Company Name)
• Address information
• Type (RES, COMM, or OTHER)
• Multi-Company ID code (if applicable)
• Tax information (if applicable)

You can enter up to 3 Central Station numbers for each account. The User Defined tab allows you to customize the labels you want to use.

Recurring Charges

In order for an account to be billed, you must set up at least one recurring charge. Key fields when setting up a recurring charge are described below.

Billing Methods

• Printer: Customer receives a regular paper invoice by mail.
• Credit Cards: Enter the card number (no hyphens), expiration date in MMYY or MM/YY format, and billing information.
• Checking/Savings: Enter the account number and 9-digit bank routing number (no hyphens). Default processing date is the 1st of the month; this can be changed to the 15th.
• Email: Invoice is sent by email only.
• No Print: Customer does not receive a mailed invoice — useful for Barter Accounts.

Pro-Rating Charges

If service starts before the next cycle date for billing, select Y for Pro-Rate First Time and enter an earlier beginning date.

Automatic Charge Processing

When generating invoices, any customer set for an auto-payment method is posted as paid on either the 1st or the 15th. The account information is placed in a transaction file to run on the appointed date.

Failed Transactions

• The automatic posting is removed from the invoice's payment screen.
• Credit cards are re-run one week later.
• ACH debits are re-run closer to the middle of the month.
• After a second failed attempt, the Billing Method changes to Printer and a support log note is created.

Closed Auto-Pay Accounts

If you close or cancel an auto-pay account between invoice generation and auto-payment processing, a support note is created to Cornerstone. If you want the future auto-pay transaction to be processed, enter a closed date that is at least one day greater than the "future" posted paid date.

One-Time Credit Card Charges or EFT Debits

The AlarmPayments.com payment portal can be launched from a customer record for an immediate approval or decline of a credit card transaction. Key processing guidelines:

• We recommend obtaining signatures for any amount greater than $500.
• Email a receipt to the customer after the transaction.
• Credit card batches close every Monday, Wednesday, and Friday night.
• Checking or savings debits are transacted weekly.

Manually Billing the First Recurring Cycle

If you enter a recurring charge Next Date for a cycle that Cornerstone has already processed, you can either generate the invoice yourself and mail it, or select Retry to reset the Next Date and pro-rate to the service start date.

To create a single recurring invoice manually:

1. Navigate to the Invoice History screen for the customer.
2. Select Insert, then select Recurring.
3. Select Automatic to use the recurring charge setup.
4. The invoice will be created using the next bill date and will automatically print to Uniprint.

For instructions on creating a manual recurring invoice — including how to select charge codes, enter amounts, and add a billing period text line — refer to the article Untitled Article (uncategorised, May 6, 02:49 PM).

Cancelling an Account

When cancelling an account, follow these steps in order:

1. Check Invoice History for any open invoices.
2. If the customer is not required to pay, use the Write-Off button or create a discount credit.
3. Enter a stop date in the Recurring Charges screen.
4. Enter the date in the Closed Date field on the main customer screen.
5. Add a note explaining the reason for cancellation.

Posting Payments

A customer's entire payment history can be displayed by clicking the Invoice History icon. For full details on the Post Payments screen — including tagging invoices, handling related accounts, and managing late fee adjustments — refer to the articles Untitled Article (Posting Payments - Related Accounts, May 6, 02:30 PM) and Untitled Article (Removing Late Fees, May 6, 03:00 PM).

To post a payment:

1. Highlight the invoice and click Select.
2. Click Payments.
3. Enter the date of payment, amount, and check number.
4. Use Income Type *CHK/CARD for payments you receive and deposit.

Income Types

Cornerstone processes payments using the following income types:

Write-Off Invoice

If you choose not to hold a customer to the amount they owe, use the Write-Off Invoice button in the Posting Screen. You can write off the entire invoice or only the remaining partial amount.

Finding a Specific Invoice

The main screen provides an Invoice # search option that takes you directly to the invoice. Click Payments to see the associated customer account number.

Credits, Discounts, and Write-Offs

For full details on applying Quick Credits and the Post Credits – Open Invoice List, refer to the articles Untitled Article (Quick Credit, May 6, 02:32 PM) and Untitled Article (Billing & Payments, May 6, 02:26 PM).

Types of Credits

Creating a Credit

1. Locate the account where you need to create the credit.
2. Click the Credit History icon.
3. Select the Insert tab.
4. Fill in the required fields: Original Credit amount, Type of Credit (PREPAID or DISCOUNT), Credit Category, Desc. of Credit, and Desc. to Print.

Creating Service and Installation Invoices

1. Click the Invoice History icon.
2. Choose Insert.
3. Select Product as the Invoice Type. The invoice date and number will be generated automatically.
4. Click Add Text or Insert Item.
5. Enter the description, taxation status, amount, and assign a GL code.

Statements and Prior Balance Due

Recurring invoices generated by Cornerstone include the Prior Balance Due as the first line. If you need a statement of the total balance due, click Print Statement and select the Open Balance Statement.

Moving an Invoice

You can move an invoice from one account to another:

1. Select the invoice you wish to reassign.
2. Click the Move Invoice button.
3. Enter the Customer Name or account number of the target account.

Support Log

The Support Log allows you to maintain a history of conversations between you and your customers, as well as between you and Cornerstone regarding a specific customer.

Common Support Codes

• REMOVE CC — Remove a customer from Auto-Pay Credit Card
• REMOVE ACH — Remove a customer from Auto-Pay ACH

Reports

There are numerous financial and management report options available in the system. Key reports are listed below.

Key Financial Reports

Key Management Reports