MyCase is your customer's personal page. The customer opens it through the link in a message and can pay, request a settlement or a payment term, pass on details or get in touch. POM sets up which pages your customers see for each client. If you want to turn a page on or off, contact POM.
How your customer opens MyCase
- Emails, SMS messages and letters contain a link or QR code to MyCase.
- POM can set up that the customer confirms who they are first: with an SMS code sent to their mobile number or with their date of birth. By default there is no extra check.
- The link stays valid for a while after the due date of the message. POM sets how long for each client.
Pages you can have turned on
Payments and agreements
| Page | What the customer can do | What you see in the portal |
|---|---|---|
| Open payment requests | See and pay all unpaid messages | A payment on the collection order |
| Partial payments | Pay part of the amount, from a minimum amount that POM sets | A payment on the collection order |
| Payment promise | Set a date on which they will pay | A payment promise, see The payment promise overview |
| Start a settlement | Set up a settlement themselves within the settlement profile of the flow | A settlement, see Settlement profiles explained |
| Request a settlement | Request a settlement that you review | The task Payment plan request |
| Settlement overview | View running settlements | |
| Payment coach | Get help with paying | |
| Not paying | Indicate that they do not want to pay the message | |
| SEPA form | Give a SEPA mandate | The task SEPA form |
Contact
| Page | What the customer can do | What you see in the portal |
|---|---|---|
| Callback request | Ask to be called back | The task Callback request |
| Contact | Send a message to your organisation | |
| Submit a complaint | Complain about a message they received, for example because it has already been paid | The task Complaint |
Messages and documents
| Page | What the customer can do |
|---|---|
| Message history | See all messages they have received |
| Documents | View documents, such as the invoice. See Node: Create document |
| Email reminder | Set up a reminder by email themselves |
Details and preferences
| Page | What the customer can do | What you see in the portal |
|---|---|---|
| Complete details | Pass on missing or incorrect contact details | The task New contact info and the report Data enrichment |
| Confirm email address | Confirm their email address | |
| Give extra information | Pass on additional information | |
| Unsubscribe from email | Unsubscribe, for example because they are not the intended recipient | The task E-mail optout |
| Unsubscribe from early detection | Unsubscribe from early detection | |
| Unsubscribe from debt counselling | Indicate that they no longer want messages about debt counselling | |
| Questionnaire | Answer questions in a questionnaire | The report Questionnaire responses |
| Video | Watch a personal video |
For housing associations
| Page | What the tenant can do | What you see in the portal |
|---|---|---|
| Pass on meter readings | Pass on meter readings, also separately for gas | The report Meter readings |
| Change monthly advance payment | Ask to increase or decrease the advance payment | The task Monthly deposit |
| New tenant questionnaire | Answer questions at the start of the tenancy | |
| Permissions | Give permission for questions from the housing association | |
| End youth contract | End the tenancy agreement |
Good to know
- MyCase belongs to the messages that POM sends on your behalf. You do not manage the pages yourself in the portal; POM turns them on or off for you and sets up verification and validity. See Help and support.
- What the customer does in MyCase comes back in the portal: as a payment, settlement or promise on the collection order, as a task, or as a line in a report.
- Custom work for your organisation is possible. Discuss it with POM.