Believe me, it sure does explain a lot. I used to work collections too, can you tell? Haaaaaaaaaaa. I used to take the people who hadn't bothered to pick up their animals from the city shelter, and then send them a bill not only for the impound and boarding fees, but also the euthanasia fee. People always responded SO very nicely. I handled refunds too. I used to love to help a person at the front counter throwing a fit about having to pay and saying she was going to demand a refund. I loved to say "btw, I do refunds too" HA.