Retail Portal Reference Guide for Authorized Charter Retailers

TABLE OF CONTENTS
RETAIL PORTAL - BASICS ................................................................................................ 2
PLACING AN ORDER ......................................................................................................... 3
ERROR MESSAGES .................................................................................................................... 5
CUSTOMER INFORMATION........................................................................................................ 7
RISK ASSESSMENT PROCESS .............................................................................................. 9
BENEFITS OF COLLECTING PREPAYMENT: ....................................................................... 10
PREPAYMENT AND PCI COMPLIANCE ................................................................................ 10
OFFERS DISPLAY ..................................................................................................................... 11
Step 1: Customize Your Order ................................................................................................ 12
Step 1: Enter Your Info ............................................................................................................ 17
Step 2: Schedule Installation ................................................................................................... 18
ORDER CONFIRMATION: ...................................................................................................... 19
Email – Order Confirmation ..................................................................................................... 22
ORDER DOES NOT AUTOMATE OR CHANGES ARE NEEDED TO ORDER........................... 25
ABANDON ORDERS .................................................................................................................. 26
Top Reasons Orders Don’t Get Installed and How You Can Reduce Them ................ 27
CHARTER CALL CENTER ................................................................................................ 27
ENTERED ORDERS – “View Entered Orders Report” ................................................... 32
REPORTING – Compensation Portal .............................................................................. 33
What is it? ................................................................................................................................... 33
How quickly can I check on order status? ................................................................................... 33
How does the Portal track my commission payments?................................................................ 34
Process for Payments and Claims .............................................................................................. 34
Payment Schedule ...................................................................................................................... 35
How do I use the Compensation Portal? ..................................................................................... 36
Obtaining Order Status ............................................................................................................ 37
Researching a Commission ..................................................................................................... 39
Submitting / Following up on a Claim ....................................................................................... 40
RETAIL PORTAL TROUBLE TICKET ............................................................................... 44
MARKETING CHARTER SERVICES ................................................................................ 44

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 Retail Portal Reference Guide for Authorized Charter Retailers
RETAIL PORTAL - BASICS
 URL: https://www.charter-retailportal.com
 The Retail Portal is a web base tool that allows access to:
o Buy Flow (Order Entry)
o View Order Report
o Synygy (Commissions and Claims)
 User Name and Password are required to access the portal.
 Preferred Internet browsers are Internet Explorer 8 (and above), Google Chrome, and Firefox.

 After login, these will be the options on the homepage:

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PLACING AN ORDER
 Input street address & zip

o System checks for serviceability

 Ask the customer if the previous owner/tenant at the location had Charter services.
If not:
 Go to: https://locator.go2broadband.com to verify that Charter services are available at
that location.
 If it shows as non-serviceable: re-check spelling of street; re-check zip code (can use
www.usps.gov); spell street name out (no abbreviations); put apt # in Apt field.

If the address is not serviceable the following message will be displayed:

Note: this message will only display for Charter footprint.

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If 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 account
number, 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 be
able to enter customer’s contact information and select offers.

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ERROR MESSAGES:

Retail Portal Troubleshooting Guide

Error message Troubleshooting
Re-check spelling of street, re-check zip code (Can use
Sorry, Charter services are not available. www.usps.gov); spell street name out (no abbreviations); but
apt # in Apt field
The address you provided has pre-existing Verify with the customer if they already have service. Verify
Charter account the address that they are calling about.
Customer NOT Serviceable Verify the address that they are calling about.
An active customer that owes a past due balance. This order
Delinquent Customer
may not automate.
An inactive customer that owes a balance due to non-
Non-Pay Disconnected Customer
payment. This order may not automate.
The customer must have an email address. Do not use a
Must enter email address
fictitious or store email address
Your idle time has exceeded the maximum time on the retail
Your session has expired
portal without activity and you must start over.

"NOCITY" - Indicated as City Name - Non Indicates the serviceability site is down. This is for TWC and
Serviceable Addresses BHN only.

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The order did not automate. You must call into customer
service to have the order completed.
Legacy Charter Markets – Order Entry Team
• Use Charter Sales ID XXXXX
• Call 866-820-8722
You are almost done please call to complete
your order Legacy TWC Markets – Order Entry Team
* Legacy TWC and BHN orders with a ported phone number will not • Use TWC Sales ID XXXXX
automate.*
• Call 855-392-9910

Legacy BHN Markets – Order Entry Team

• Use BHN Sales ID XXXXX
• Call 866-673-6274

IF THE ADDRESS IS SERVICEABLE AND THERE ARE NO ISSUES WITH THE ACCOUNT, THIS SCREEN WILL BE
DISPLAYED:

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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 identify
customer status (past history).
o Selecting “YES” indicates this is a resident who has lived there longer than a year without having
any active Charter services.
 Input customer’s name, phone number and email address (information must be the account owner
info).
 Must use customers email address- Do NOT use a fictitious or store email address- If customer does not
have an email address please call 866-820-8722 to complete the order.
 Input your Agent’s Email Address

Based on Customer Information provided, the assessment will determine if the Customer requires
Prepayment or not.

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If the customer is required to prepay for this order a message will be displayed.

IF CUSTOMER DOES NOT REQUIRE PREPAYMENT, THIS MESSAGE WILL BE DISPLAYED:

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NOTE: If for example the order does not automate and the Retailer needs to call in the Order Entry Team to
complete the order, and he/she is informed that the Customer requires prepayment (even though the Buy
Flow 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 of
whether or not the customer requires a prepayment will supersede what the order entry screen stated.

RISK ASSESSMENT PROCESS

Former customers who either

owe Charter >$20 or 8% of prospect service locations
unreturned equipment… flagged as risky…require
require prepayment to prepayment to schedule
schedule
Prepayment
scenarios

Former customers who do not

92% of prospect service
owe Charter >$20 or
locations not flagged as
unreturned equipment…do not
risky…do not require
require prepayment to
prepayment to schedule
schedule

 Charter now uses Experian to better identify former customers to properly ascertain risk and asses
prepayment only when necessary.
 Charter does not request a SSN from customers.

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BENEFITS 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 initial
month are already paid.
 Increase volume by viewing “prepay” requirements as part of doing business rather than a “no
thank you.”
 Increased volume combined with reduced chargebacks mean higher bounties
 Assuring customers sign with Charter through YOU, creating opportunities for additional future
business and increased referrals.

PREPAYMENT AND PCI COMPLIANCE

 Charter is committed to help our dealer partners to embrace PCI Compliance in order to collect
prepayment 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 contact
our call center and transfer the call to our customer service representative so he/she can collect
prepayment information.
 Failure to properly safeguard customer’s personal data can result in fines, penalties and most
importantly…lost sales!
 Here is the link to the PCI Securities Standard’s Council to give you a better understanding of their
mission 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 as
being “compliant”. Price for a “small” level 4 business is very nominal:
https://www.pcisecuritystandards.org/approved_companies_providers/qsa_companies.php

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OFFERS DISPLAY

Choose 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 an
overbuilder offer of triple play at $79.97 instead of $89.97. The address you enter drives your
customer’s offer in the portal.

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Step 1: Customize Your Order

Selecting Equipment your customer will need

If 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.

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Customize Your TV

Lists what is included in the package, and provides ability to add premium channels and additional
digital packages as available based on the package selected (Digital Tier 1, 2).

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Customizing Your Phone

Provides the ability to keep your current phone number or get a new phone number through
Charter.

Customizing Your Internet

The modem is FREE.

Provides the ability to add a wireless router to the order (WiFi). A monthly fee and a One Time
Activation Fee will be added.

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At the bottom of the screen the Monthly Total will appear.

Click “CONTINUE”

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Step 1: Enter Your Info

Confirm customer’s email address
If 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 check
to 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 page
of the order.
Click “SUBMIT ORDER”.

If customer requires Prepayment and Retailer is PCI Compliant, enter the Customer’s billing
information to pay the amount due. If the Retailer is not PCI Compliant please warm transfer the
Call to the Order Entry Team so customer can provide Credit Card information and program
installation.

Legacy Charter Markets – Order Entry Team

 Use Charter Sales ID XXXXX
 Call 866-820-8722

Legacy TWC Markets – Order Entry Team

 Use TWC Sales ID XXXXX
 Call 855-392-9910

Legacy BHN Markets – Order Entry Team

 Use BHN Sales ID XXXXX
 Call 866-673-6274

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Step 2: Schedule Installation

After selecting potential date and time, click “Continue”.

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ORDER CONFIRMATION:

Order Verification

Print and keep as a reminder of the installation appointment.

If the order includes “Phone” service and/or the customer would like to keep existing telephone
number with Charter, please remind the customer to complete ELOA (Electronic Letter of
Authorization) & E911. The customer will receive an email, which includes a link to Charter Services
Acceptance Agreements. Customer must review and accept the terms and conditions within 24
hours of receiving the e-mail; otherwise the Phone Service will not be included in the order.

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When Retailers begin placing an order through the Retail Buyflow, they are asked to select whether
or not the customer is present. This selection determines how the Buyflow will attempt to collect
TPV (ELOA & E911) if the order contains a ported number.

If the Retailer has indicated that the customer is present, then towards the end of the order, the
Buyflow will connect to Charter Verify, and display the following TPV collection screen. The Retailer
should turn their tablet/computer over to the customer, and the customer must select ‘I agree’ in
the three check boxes provided, and then click ‘Continue’.

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If the Retailer has indicated that the customer is not present, then towards the end of the order, the
Buyflow will trigger an email sent to the customer. The email is sent from Charter Verify and
contains a customized ELOA and E911 link.

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Email – Order Confirmation

When the order is completed the customer and retailer will receive an email confirmation

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Wrapping Up
Advise the customer to expect a reminder phone call from Charter to confirm scheduled
date and time of install.
If customer needs to change the installation date/ time, they may call Charter Customer
Service at 1-855-75-Spectrum (1-855-757-7328)
If the customer never receives the ELOA/E911 email, or accidentally deletes it, the customer
to go to https://charterverify.com/ , click ‘Next’, and look up their agreements by entering
their service address and email address.

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ORDER DOES NOT AUTOMATE OR CHANGES ARE NEEDED TO ORDER

If the Order does not automate, the portal will direct you to call into Order Entry to finish the order. Have
your sales ID ready along with the Order Confirmation number.

Legacy Charter Markets – Order Entry Team

 Use Charter Sales ID XXXXX

 Call 866-820-8722 for Spectrum sales that fail automation anywhere in the legacy Charter
footprint

Legacy TWC Markets – Order Entry Team

 Use TWC Sales ID XXXXX

 Call 855-392-9910 for TWC sales that fail automation anywhere in the legacy TWC
footprint

Legacy BHN Markets – Order Entry Team

 Use BHN Sales ID XXXXX

 Call 866-673-6274 for BHN sales that fail automation anywhere in the legacy BHN footprint

 The main reason for non-automation is that the customer requires prepayment and the Retailer is
not PCI Compliant.
 Another reason could be that the address is not in the Billing System.
 Legacy TWC and BHN orders with a ported phone number will not automate.

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ABANDON ORDERS
Usually an order is abandon when:

 The customer is not ready to prepay

 The customer is not ready to make a decision
 Training issues with the Retailer’s agent

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Top Reasons Orders Don’t Get Installed and How You Can Reduce Them
o Customer changed his mind and cancelled the installation, either during the installation
confirmation call or by contacting Charter directly; or told Charter he didn’t place the order.
 Confirm that customer wants Charter service. Cover the monthly rate and installation fees in
detail and confirm customer acceptance.
o Customer owes a balance on a different account.
 Be sure to read the question “Are you moving to this address or have you lived here less than a
year?” to the customer, and if necessary input the customer’s previous address. The system will
attempt to match the name with the address to assess the situation, and will guide you
accordingly.
o Customer required prepayment and didn’t have a credit card to pay for the installation + first
month’s service.
 Be sure to explain to the customer that in some cases, pre-payment of the installation cost plus
the first month’s service is required prior the installation.
o The customer was not at home when the technician arrived to install the service.
 At the end of the transaction, confirm the date/time of the installation, and ask them to keep
the information in a conspicuous place so they will remember. If circumstances later change and
they cannot make the appointment, he can call 1-888-GET-CHARTER (24/7) to reschedule the
installation.
o No one over 18 was present when the technician arrived to install the service.
 Be sure to read this section on the Order Summary page aloud to the customer to be sure he’s
clear on this.
o Customer waited at home but no installer arrived.
 Order was not scheduled in Charter’s billing system. Be sure to call Charter’s Call Center for any
orders that do not display a choice of installation dates.

CHARTER CALL CENTER

Phone number: 866-820-8722
Mon-Fri 7:00am-11:00pm central time; Sat-Sun 7:00am -10:00pm central time

DO DO NOT
 Call to place an order with Confirmation Number  Call to re-schedule installation date - for this
when the order did not automate customer should call 1888-GET-CHARTER (24x7)
 Call to place an order without Confirmation  Call to get Status on pending orders
Number when the Portal is down
 Call to re-enter a cancelled order  Call to ask questions about pricing or packaging;
contact your Account Representative or Sales

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Executive for these details or for training.
 Call to take prepayment information directly  Call to confirm if the Sales ID is on the order or
from customer when retailer is not PCI not. In this case your Account Representative or
Compliant Sales Executive can confirm in Charter’s Billing
System.
 Do ask your sales representative to email retailer
Account information (Account Number) when
the order is set up.

HOW TO RESET YOUR PASSWORD

Did you forget your password?

Access the Retail Portal Site https://www.charter-retailportal.com/Account/Login.aspx and

follow these steps:

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When you receive your temporary password, access the Retail Portal, enter your Username and
temporary password and click “Login”.

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{Temporary Password}

SECURITY QUESTION –
If you entered the incorrect “Answer” to the security question, you will get an error message.

If you do not remember the answer to your Security Question, please contact the Retail Support
Team AuthorizedCharterRetail@charter.com and request password reset. Make sure you provide
your USERNAME.

As soon as the Retail Support Team resets your password, you will receive an email with your
temporary password.

If you wish to change your Password and/or Security Question/Answer:

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Click on “Security” and then select “Settings”

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ACCOUNT LOCKED
If you forgot your password and tried to guess it…after the 5 th time, your account will be locked.

SUGGESTION: Instead of trying to guess your password, you should click on “Forgot Your
Password” link and get a temporary password.

Please contact the Retail Support Team AuthorizedCharterRetail@charter.com and request

password reset. Make sure you provide your USERNAME.

As soon as the Retail Support Team resets your password, you will receive an email with your
temporary password.

ENTERED ORDERS – “View Entered Orders Report”

 This option allows you to verify orders enter by each member of your team
 You can select a specific period of time
 You can export the data for easy analysis

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REPORTING – Compensation Portal

Link to Synygy – Charter Compensation Portal – Track your Orders and Commission Payments

What is it?
 Back-end sales tracking system designed to work in tandem with the Retail Portal that allows you
more interactive visibility to your Charter sales
 Permits you to monitor the effectiveness of your employees’ performance and apply training and
coaching as needed to improve your close rate, increase your commissions, and reduce future
charge-backs.
 You can access the Compensation Portal 24/7, to:
 Check the status of your company’s input orders – pending, cancelled or installed
 Find out when you’ll receive commission payment for installed orders, and how much those
payments will be
 Submit a “claim” when you haven’t received payment for an order you believe qualifies

How quickly can I check on order status?

 All data in the Portal is on a two day delay to allow Charter’s back-end systems time to accurately
reflect the activity. Therefore pending, completed, or cancelled orders will not populate in the
portal until 2 days after their last status change. For example, if an order is entered on July 1st, it will
show up in the system as “pending” on July 3rd. If that order is installed on the 5th, it will show the
status change from “pending” to “installed” on the 7th.
 This is important to remember when checking your orders, reconciling payments, or submitting
claims.

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How does the Portal track my commission payments?
 Each sale your company inputs equates to a “work order.”
 Each work order is assigned to your company’s unique payment file.
 Your payment file is identified by your Charter-assigned Sales ID.
 After your order is installed, Charter also assigns an associated customer account number, which will
also display in your payment file along with the commission amount your company will be paid for
the sale.
 When you have sold multiple products to a single customer, the line item for that customer’s work
order and account number will identify those products along with the commission for each, and the
total commission calculated in the Portal.
 The date of payout will be determined by your contractually-specified payment terms.
 If your company is set up for ACH (direct deposit) then the payment will be sent on the date
provided.
 If your company is set up to receive a live check, check runs occur every Friday. So, for example, if
the date of your payment is Tuesday, June 19st, and you are using ACH, payment will be transferred
to your account on that date.
 If you’re set up to receive a live check, the payment will be sent out via U.S. mail Friday June 22nd.

Process for Payments and Claims:

 Invoices will be paid out to you 21 days after they have been coded and sent to Charter’s finance
group.
 A “claim” is any sale you feel was installed and should have paid out to you, that does not show
on the invoice. For any such circumstances, please submit a claim through the Compensation
Portal (procedure detailed below) no later than 30 days after receiving an invoice. Example: When
an invoice is received on April 15th for sales made during the previous week, please submit any claims
for those dates (April 10th through 16th) by May 15th. Any claims made after this date will be denied.
 Charge-backs are based upon 120 days of customer activity. If a customer disconnects within 120
days, you will be charged back on the next invoice for that sale. The charge-back is on a per-line

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of business (i.e., internet, phone, digital). Example: If the customer was installed on April 10, you
will need to ensure that the customer remains active for 120 days from that point to avoid any
chargeback. If a customer was originally installed with a triple play (video/internet/phone) and
disconnects video but retains internet and phone the charge-back would be for the digital line of
business.

Payment Schedule
Retailer Payment Schedule is based on Synygy’s “Process Date” which represents 2 days after the
installation or disconnect has occurred.

NEW INSTALLS
New installations processed from Saturday through Friday will be submitted for payment 21 days after that
given Friday.
This payment will be processed by Charter on that given Friday. Checks will be cut that Friday or an ACH
payment will be sent via direct deposit to the retailer’s bank account.
For example, New Installs with the “Process Date” from April 20 through April 26 will be paid on Friday May
17 (21 days after April 26).
The example below illustrates this:

ADJUSTMENTS (Claims)
Adjustments processed from Saturday through Friday will be paid/deducted 7 days after that given Friday.
For example, adjustments with “Process Date” from May 4 through May 10 will be deducted on Friday May
17 (7 days after May 10).

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In the examples above, all installs and adjustments will be applied on Friday May 17 payment. *

* If a negative amount is carried for the balance of this payment, the negative amount will be applied to any
future payments.

How do I use the Compensation Portal?

1. Log into the Retail Portal - https://www.charter-retailportal.com using your user name and
password.
2. Select Reporting from the menu at the top of the screen.
3. This link will take you to the Synygy Welcome Screen below:

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Note – all data within any table can be extracted to excel, so you can create your own reports or store the
information in a place separate from the Synygy system. For more information on how to download data to
Excel (and other navigation), please refer to the Portal User Guide within the Documents section on the
menu.

Obtaining Order Status

To obtain the Order Status, proceed through the following steps.
1. From the welcome screen, click on Retailer Commission Details from within the Retailer
Commission Information Section

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2. On the next screen there will be a listing of the ‘Complete’ and ‘Processed’ line items. By default,
the system presents the Last 30 days of Data based on Paid Date. To search for records outside of
the past 30 days, click the ‘All’ tab at the top of the data table:

Each Row of data represents a line item from the work order and each column identifies the
characteristics of the line item. To find an order, enter the available information at the top of the
appropriate column in the space provided. For example, in the below screen shot, you are looking
for customer name ‘Garcia’. In this case, the wildcard search ‘*Garcia*’ will return all records that
contain ‘Garcia’ anywhere in the name. You can then narrow your search further by looking at
address or other customer-specific characteristics.

3. If an order is in this table, it may be ‘Complete ‘, or it can be ‘Pending’. It may also have been
‘Cancelled’.
4. To determine if an order is ‘Pending’ or ‘Cancelled’, click on the Cancelled/Pending Work Orders link
in the Retailer Commission Information section.

5. The system returns a table with two tabs. The default (first) tab contains ‘Pending’ orders. The
second tab contains ‘Cancelled’ work orders.

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Each Row of data represents a line item from the work order and each column identifies the
characteristics of the line item. To find an order, enter the available information into the
appropriate column. For example, in the screen shot below, the user knows the street name
contained ‘Elm’.

6. If an order can’t be located in any of the steps above, then it may be necessary to enter a claim – see
section below on ‘Submitting/Following up on a Claim. Reminder: data is reflected in the Portal two
days after the last status change.

Researching a Commission
To research a commission on an order or a number of orders, proceed through the following steps.
1. From the welcome screen, click on Retailer Commission Details from within the Retailer
Commission Information Section

2. On the next screen will be a listing of the ‘Complete’ and ‘Processed’ line items. By default, the
system presents the Last 30 days of Data based on Paid Date. To search for records outside of the
past 30 days, click the ‘All’ tab at the top of the data table:

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Each Row of data represents a line item from the work order and each column identifies the
characteristics of the line item. To find an order, enter the available information into the
appropriate column. For example, in the below screen shot, you know that the customer account
number is ‘8245121170053369’.

For this particular customer’s account, you sold the customer four line items. Note that not all line
items are commissionable, depending upon your contractually-specified payment terms. In this
example, you sold the customer Digital Cable, a DVR, and HBO, and your contract specifies you will
be paid a commission of $60 for offer #C30 (Digital Cable) and $60 for offer #I13 (HSI – High Speed
Internet). The Portal has shown all items sold to the customer, and noted which are
commissionable.

Submitting / Following up on a Claim

The definition of a “claim” is when you believe you have not been paid for an order, and need Charter to
research the order’s status.
 When submitting a claim, it is important to provide as much information as possible, including
name, address, phone number, Charter products ordered, work order number, account number,
and any other details you’d like to tell us about. This makes the claims research process much more
efficient, and faster.
 Please note that all data in the Portal is always 2 days behind, so orders pending and installed on a
Wednesday will not be available to view until Friday.
 All claims need to be submitted within 30 days of an order being submitted. If an order is submitted
on January 21st and it is believed the installed order should be paid out, a claim must be submitted
by February 20th to receive credit Charter will research the claim and respond to you as quickly as
possible.
 Claims will be categorized as Approved, Rejected or More info Required.
 If the claim is Approved, Charter issues payment as part of your very next invoice.
 A claim can be Denied for a variety of reasons that can result in no payment to you, including, but
not limited, to the order did not install, the order did not originate from you, or the order was
previously paid for. The status will be provided back to you in the ‘comment’ section.

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 If the claim is marked ‘More info needed’ you will be asked to provide more info on the order. This
may be due to the fact Charter cannot identify the customer or it is not clear what line of service is
being claimed. If more info is required the info needed will be provided back to you in the
‘comment’ section.

To submit a claim, proceed through the following steps:

1. From the welcome screen, click on Enter Claim from within the Claim Information section

2. The system will return a table listing all ‘Complete’ line items.

3. There are two types of claims: Claims associated with processed line items and all other Claims.
The steps to enter each type of Claim are separated below.
a. To enter a claim for a missing order
i. Click the icon that resembles a little man (‘Submit Request’)

ii. The system will present a dialogue window with only one option – select ‘Incorrect
Bounty and then click ‘Next’

iii. The system will present another dialogue window

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iv. Populate all available information and click ‘Submit’

v. Your claim has been submitted.

b. To enter a claim on one of these line items

i. Click the check box next to the line item

ii. Then click the ‘little man’ icon

iii. The system will present a dialogue window with only one option – select ‘Incorrect
Bounty and then click ‘Next’

iv. The system will present another dialogue window with a number of fields populated
with data from the selected line item record. Scroll to the bottom of the window
and enter your claim details into the ‘Comment’ field and click ‘Submit’:

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v. Your claim has been submitted.

To check the status of a previously entered claim, proceed through the following steps:

1. From the welcome screen, click on Claim Status from within the Claim Information section

2. The system will return a table listing all ‘Open’ claims. To view ‘Closed’ claims, click on the tab
‘Closed.

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 Retail Portal Reference Guide for Authorized Charter Retailers
RETAIL PORTAL TROUBLE TICKET
If you have any issues with the Retail Portal, please send the following information to
Authorizedcharterretail@charter.com. Please make sure you include the problem description, the
customer’s address, and screen shots.

RETAIL PORTAL
TROUBLE TICKET

Requestor: Date:
Retailer Name:
Internet Browser Version:
Problem Description:

Customer’s Address
Street Address:
Apt or Unit:
Zip Code:

Please send Trouble Ticket Form and screen shots to:

AUTHORIZEDCHARTERRETAIL@CHARTER.COM

MARKETING CHARTER SERVICES

o We are happy to assist you with guidance and advertising assets when you are ready to include Charter
services as part of your overall marketing efforts. Retailers of Charter service have had success with
newspaper advertising, “direct mail,” Yellow Pages ads, and by including Charter on their websites along
with assets from other companies whose services they sell.

o Please note that you are prohibited from using e-mail, fax, social networking, text messaging, purchasing
branded paid search (you may bid and purchase on non-non branded paid search), sites that list
“Charter” as any part of the URL, outbound telemarketing or door-to-door sales to market Charter, even
as a fall-back when you are selling other services. Charter has a formal process for contracting with
telemarketing and door-to-door sales contractors outside the purview of the Retail Sales Program.

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o Charter has a wide variety of materials already approved and ready for your use that contain the most
current logo, copyright & trademark symbols, promotional copy & disclaimers, and we will be happy to
assist in developing additional materials if needed.
 All marketing tactics must clearly communicate that your company is an “Authorized Retailer” of
Charter services.

Please present all proposed marketing activities and materials to your Charter Representative for approval
prior to use. This includes website copy, Yellow Pages ads, newspaper ads, and direct mail lists, which need
to be “scrubbed” so that residences that have previously requested they receive no Charter marketing can
be removed.

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