Tips on printing statements and invoices

Answers to common billing inquiries

• Are there any scheduled times when online customer service is unavailable? 

• What browser requirements are necessary for me to access your site?

• What version(s) of Netscape® do you recommend I use when accessing your site?

• How can I be certain that this site is secure?

• What is encryption and how is it used to protect my information?

• Does my browser indicate whether or not a page is secure?

• Do you accept feedback on your web site?

• What is the number to get Technical Support or for help using my electronic product(s)?

• Can I send you an email detailing the technical problem with my product(s)?

• How do I sign on?

• Can I use my browser's "BACK" button while navigating your site?

• What happens if I forget my password?

• I've forgotten my password and have tried to sign on (erroneously) numerous times. Now I can’t get into the site at all. What happened?

• What is a “hint” and why do I need to enter one when I change my password?

• What do you mean by the terms, “Bill-to View” and “Ship-to View”?

• What is the purpose of the “Ship-to View” vs. the “Bill-to View”?

• I am a bill-to account that is getting “Ship-to View” screens. I want to access the “Bill-to View” screens. What should I do?

• Why can’t I view subscription or order information in the “Ship-to View”?

• I am trying to enter an invoice number on the "Invoice Details"' screen, but am getting the following error: This invoice number cannot be found in our database for this customer. I'm certain it's valid. Can you explain what is happening?

• Can I update my account information online?

However, once you register a password with the Service Center, you will get an "enhanced" Ship-to View. This view allows access to subscription detail and order status/tracking, but not billing-related information such as statements or invoices. To register a password, go to the Sign-On page, enter your ship-to account # and click Sign-On. Complete the registration page that appears and click Submit. You will have to sign off and sign back in with your new password in order to access the "enhanced" information.

You should exit the application and then sign on using your password. This should allow you access to the “Bill-to View” screens.

Why can’t I view subscription or order information in the “Ship-to View”?

The majority of the invoice searches you conduct will return favorable results and you will not see this error message. However, if you do, it may be because the invoice number in question is:

• An older invoice that has been removed from the current database and archived;
• A converted Michie or Shepard's invoice that was also archived;
• An invoice that has been transferred from another account; (In this case, for security purposes, the invoice would only be viewable on the account from which it came.)
• An invalid invoice number

• Can I print a statement/invoice from your site?

• How can I ensure that I get a readable version of those "Printer Friendly" items I choose to print?

• Once I sign on as a “Bill-to View”, I see an Account Summary box to the left of my screen that displays billing information.How current is this information?

• What should I do if I have a question about my statement or invoice?

• Can I receive my statement online instead of in the mail?

• Why doesn't something I just canceled/ordered over the phone show on the statement or invoice I'm looking at on the web?

• What methods of payment can I use to pay my bill?

• Where should I send a payment?

• What is “Payment Allocation”?

• I know I have more credits than just these payments on my account. Why can't I see them to allocate?

• Do you accept EFT/bank wire transactions?

• What is your Federal ID and/or GST number?

• Can I make a payment online?

• Is there anything I should know when I pay a monthly invoice online?

• How can I request a refund?

• I am trying to manually select an invoice for which I'd like to process a Payment (or Payment Allocation or Refund). However, the description in red I see next to that invoice says, "Processing: Balance Refund" (among other descriptions.) What does this mean?

Can I make a payment online?
Yes!  We accept credit card payments for your current balance, payment due or individual invoice selections.  Once you sign on, simply choose the “Make a Payment” option from the Billing Services menu on the left navigation bar and follow the instructions.  Your payment will be posted within 48 hours.  Questions? Customer Service representatives are available at 800-833-9844, between 8:00 a.m. and 8:00 p.m., Eastern Time, Monday-Friday. International customers can call 518-487-3385 or e-mail us at Print Publication Support .

Is there anything I should know when I pay a monthly invoice online?
The only thing to keep in mind when paying a monthly invoice is that any payment you make will be applied to the oldest outstanding invoice in that sequence.  For example, if you have monthly invoices 1234567H, 1234567I, 1234567J and 1234567K outstanding on your account, but want to pay for invoice 1234567J, you will not be able to do this online as 1234567H is technically the "oldest" outstanding invoice.  You would need to contact a Customer Service representative to handle this because the web will apply your payment to invoice 1234567H, as that is the oldest open item in that sequence.  To assist you, Customer Service representatives are available at 800-833-9844, between 8:00 a.m. and 8:00 p.m., Eastern Time, Monday-Friday. International customers can call 518-487-3385 or e-mail us at Print Publication Support .

• How can I place an order with you?

• How long does it take to receive an order that I placed with you? 

• How can I order replacement pages, releases, tabs, issues, binders, volumes and/or contents?

• How can I obtain a copy of the filing instructions that came with my latest release?

• What is considered an "eligible" title within my list of up-to-date subscriptions when ordering replacement material on your site?

• How can I make a claim on my account?

• How can I check my order status?

• Can I track my order through the Service Center?

• What is your return/cancellation policy?

• What is your return address?

• Select Order Status from the left navigation bar.
• Select Track Shipments
• Copy and paste the tracking number displayed (if available) to the appropriate shipper’s web site.  (Links provided.) PLEASE NOTE: Some packages sent via the US Postal Service may not be trackable.

• What subscriptions can I view?

• I have a subscription that does not have an End Date. Why not?

• What is meant by “Medium” on the subscriptions page?

• What do the different status codes mean?

• Can I cancel a subscription online?

• How do I reverse a cancellation I did using the “Subscription Maintenance” function on your site?

• What additional subscription information is available for my title and how do I see it?

• Can I process a renewal contract online?

• How can I verify whether a renewal I canceled online has been processed?

• Why can't I find a particular renewal in the drop-down list of contracts supplied for my account?

• Why wouldn't a subscription that appears on my printed renewal contract appear on the web?

• What happens to my order total if I don't renew all the titles on my renewal contract?

• When processing a renewal on your site, why is the renewal total you show me only an estimate? When can I see the actual amount that will be charged to my credit card?

• What are Notices?

• Can I respond to a Notice online?

• What can I do if I no longer want to receive Notices on my subscription(s)?

• I received a Notification for a product update, but it is not listed as one of the “Notices” in the “Process Notices” section. Why not?

• I just ordered some additional New York and/or California Codebooks using the New York Colorbooks and/or Desktop California Codes page(s). Why isn’t the “Ship Quantity” field reflecting those additional quantities when I go back in to view my totals?

• Back Order (BO) - New subscriptions that have not yet invoiced because the product is out of stock.
• Canceled (CL) - Those subscriptions that have been canceled by a service representative. These subscriptions will show a cancel date when you link on the ISBN number. PLEASE NOTE: Service titles that are being canceled upon renewal will also show this status, but their cancel date will be in the future.
• Lapsed (LP) - Subscriptions that are no longer being updated, usually because they’ve gone beyond their end-date without being renewed.
• New Order (NW) - Displays on new subscriptions until the item invoices, usually within 24 hours.
• Out of Print (OP) - Subscriptions to titles that we no longer publish. These subscriptions are maintained for a period of time and then dropped from a customer’s subscription list.
• Stopped (ST) - Subscriptions holding for credit review. If a subscription holds in this status for more than two days, it may be the result of a past due balance on your account. Please refer to your statement for details.
• Up-to-Date (UD) - Subscriptions that have invoiced and are receiving release or supplement service.

• What is your email address?

• How do I contact your Customer Service Department with a question or comment?

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