Mid Cycle Package Changes
The purpose of this release is to document our best practice to accurately bill a customer for switching packages mid-cycle.
NOTE THAT THIS PROCESS HAS BEEN ENHANCED - SEE DETAILS OF AUTOMATED UPGRADE FEATURE HERE!
In 99.9% of cases, our operators will bill in advance for services. For example - service for May 01 - May 31 will be billed on May 01 and paid shortly afterwards.
An invoice has gone out to a customer on May 01 for package X at $50 for May service. They paid off this invoice on May 7th. On May 15th, the customer decides to immediately switch to package Y at $100/month. Given that the original invoice has already been paid off, the process is as follows:
Step One: Give partial refund for package X. This refund should reflect the time unused on this package. ie May 15th -31st. The easiest way to do this is to generate a custom invoice (fig. 1-1) with a NEGATIVE amount (ie $-25.00). (fig. 1-2) Then you can mark this invoice as paid using the "apply payment to invoices" button in the Quick links under the customer's account. (see fig. 1-3 and 1-4 for instructions)
Fig. 1-1: Add custom invoice
Fig. 1-2: Custom invoice details
Fig. 1-3: Apply payment to invoices
Fig. 1-4: Pay off negative invoice
Step Two: Now you will need to generate an invoice (via the custom invoice link in fig. 1-1) for the new package and bill only for part of the current month (ie May 15th - May 31st). You will need to generate a custom invoice for the new product. (See fig. 2-1) When you are finished adding the product you can hit "add prorated invoice" and select the date you will need to prorate to. (See fig. 2-1) (In this case it will be June 1st). Preview your invoice (see fig. 2-2) and send out to your customer using the resend button beside the "last 5 invoices" or manually by downloading the invoice and attaching it to an email.
Fig. 2-1: Custom prorated invoice for new package
Fig. 2-2: Preview invoice details
Step Three: Make sure to verify your "next invoice details" in the billing details section of your customer's account to check the amount of their next invoice. (See Fig. 3-2) Make sure to remove the old subscription and apply the new subscription if this has not already been done. (See Fig. 3-1) They should be subscribed to the new package going forward once you add the old subscription and de-activate the old subscription (set valid to date to May 15th).
Fig. 3-1: Modify Subscriptions
Fig. 3-2: Verify Details
An invoice has gone out to a customer on May 01 for package X at $50 for May service. They have not yet paid off their invoice. On May 15th, the customer decides to immediately switch to package Y at $100/month. Given that the original invoice has not been paid off, the process is as follows:
Step One: Add a credit to the customer's account for $25 with a meaningful narrative (ie credit: switch to higher speed package mid-month) (See Fig 4-1 - 4-3 for instructions). Make sure to assign this credit to the customer's invoice. See Fig. 4-4 to 4-6 for instructions) The remaining $25 will be outstanding and the customer will need to pay it off.
Fig. 4-1: Access Credits
Fig. 4-2: Click add to add a new entry
Fig. 4-3: Add Credit
Fig. 4-4: Click on green E to modify invoice
Fig: 4-5: Modify credits on the modify invoice page
Fig. 4-6: Assign credit to invoice
Fig. 4-7: Review
Step Two: As in step two documented in situation one above.
Step Three: As in step three documented in situation two above.