Customer Account Page

The customer account page contains the necessary information and managerial tools to create, update, delete, and manage a customer.

Topics in this document:

To access the customer account page in Monetization, from the Menu, click Customers.

List customers’ account page

The list customers’ account page contains a paginated list of all active and inactive customers. It is the first page shown once the customer account page is accessed.

The page shows all your customers in a tabular format, with the following information: the customer name, how many subscriptions they have, how many services they are using, and a button to view the full details of each customer.

Additionally, on the page, you have access to the following functionalities, which are: finding customer account, onboarding a customer, and generating customers’ information.

Finding customer account

Under list customers’ account page, you can search for a customer account by full name, email address, address, city, country, status, customer type, or/and payment method.

To achieve this, from the list customers’ account page, click Filter and then enter the search criteria. After, click Search; it will update the list customers’ account page to include only the search query.

Once satisfied with the search result, to show all the customers’ accounts again, click Reset; follow this up by hiding the filtering section by clicking Filter.

Onboarding a customer

Onboarding a customer involves creating a new customer and setting them up with their desired subscription.

To onboard a customer, from the list customers’ account page, click Create new; the response will lead you to the customer onboarding page. The page is divided into six sections, namely:

Account info section

Under the account info section, add the customer’s first name, last name, email address, and phone number.

Additionally, select a customer type. The customer type is configurable in Monetization. It can be used to segregate customers (for example, commercial or regular customers). It can as well be helpful for analytics, reporting, and business operations filtering (for example, invoicing, exporting, etc.). For more information, see Customer types.

The customer’s address, city, state, and country are also mandatory, while the customer’s organization and zip code are optional.

Any custom attribute created under; System configuration Custom attributes that fall under the customer entity are also shown in this section. However, they will be treated as optional input fields. For more information, see Custom Attributes.

Payment info section

Under the payment info section, select the customer’s payment method. You can choose an invoice, a credit card, or a direct debit as the payment method.

If an invoice is selected, there are no additional requirements to fill out for the customer, except if the customer’s billing address differs from the customer’s address.

If a credit card is selected, Monetization does not store any relevant credit card information, only basic information about its owner and a reference token in the case of integration with a payment gateway.

If a direct debit is selected, insert the following information about the customer:

  • The mandate identification
  • The mandate date of signature
  • The BIC
  • The IBAN

Sharing section (optional)

This optional section allows for the configuration of the transfer charges in real-time. The customer can either be a member or the owner of a sharing group. Then, if the owner has some resources, by extension, these resources are shared with the members because charges are transferred.

To add the customer to an existing group, search for the group owner account by their full name, then select the group.

Once the customer is added as a member of a sharing group, the resources from the subscription of the group owner are shared with group members, and they can consume them in real-time. However, this is subject to the policy configured on the group.

For example, if the owner of a sharing group has free 1000 megabytes of data, members of the group are all-consuming from the free available 1000 megabytes.

Hierarchy section (optional)

This optional section allows for the configuration of the transfer of charges between customers.

The charges are not transferred to the hierarchy group owner in real-time. Instead, when a member of a hierarchy group receives an invoice at the end of their billing cycle, that invoice (in total amount) is transferred to the hierarchy group owner’s account. This means the group owner becomes payment responsible for the invoice.

To add the customer to an existing group, search for the group owner account by their full name, then select the group.

Subscription section

Select a payment type. The billing profile that the subscription will be linked to must have a payment type.

Also, select a resource; this refers to the monetary resource (currency) that will be used in billing the customer.

Select the interval; this means the frequency of how the customer will be billed. For instance, the customer can be billed monthly, weekly, yearly, etc.

Choose the billing day; it specifies the day of the month the customer will be billed. The information is needed when Monetization sets the customer’s billing cycle. For instance, the customer can be billed on the first day of every month.

The optional promotion code(s), can be coupons or/and vouchers. This code(s) enables customers to get special deal offers.

The code is generated in Monetization, under Business configuration Voucher for vouchers, and under Catalog Packages Coupons for coupons.

Select a plan for the customer. The plan is the topmost object when configuring your offering catalog. It consist of bundles; the bundles consist of products or/and discounts. A plan is created under Catalog Packages Plans.

After a plan is chosen for the customer, a list of all the bundles under the plan is also shown. In addition, under each bundle will be a tabular presentation of the product(s).

The quantity, value, and validity period can be edited for each product.

Other information about the product, including the name, type, etc., is also shown. Some products can be optional for the customer to purchase as part of the bundle. Therefore, you can decide whether to include it as part of the purchase by checking the checkbox Purchase.

Service products must include a service identifier, either as a string or a device already configured in Monetization. A service identifier is a unique ID for one customer for that service—for example, a mobile phone number.

You can assign a service identifier globally and not necessarily on a specific product. To achieve this, insert the service identifier from the Service identifier input field on the plan.

Summary section

This section captures all the information filled out in the previous five sections. It allows you to review the details before successfully onboarding the customer.

To finalize the onboarding process, click Submit.

Generating customers’ information

Under the list customers’ account page, customers’ information can be generated in a comma-separated values (CSV) format. To achieve this, click CSV; the customers’ information will be exported to a spreadsheet and then downloaded.

The downloaded file shows the following information about the customer: name, email address, subscription, and services.

The customers’ information can also be printed and copied. To achieve this, click Print and Copy respectively.

Details customer account page

Under list customers’ account page, to see the full details of a particular customer account, click Details. This will lead you to the details customer account page.

The details customer account page consists of nine sections, namely:

User information

After successfully onboarding a customer, user information for the customer can be created. Creating this will enable customers to access a self-care portal to view their account balance, consumption, and pay bills.

A single action can be performed for customers without user information.

Create user information

To create a user information, click Create user. The following input fields are required:

  • First name
  • Last name
  • Email address
  • Password
  • Password confirmation

The customer’s user information can also be enabled or disabled. To achieve this, use the Enabled toggle switch.

After successfully creating the customer’s user information, the following functionalities are accessible:

Delete user information

To delete the customer’s user information, click Delete user. Once deleted, the customer can no longer access the self-care portal.

Edit user information

To edit the customer’s user information, click Edit user. The information filled out under the create user information section can be edited.

Request user verification email

Before a customer can access the self-care portal, their email address must be verified. To achieve this, click Request user verification email. Once clicked, a user verification email will be sent to the customer.

Request user password update

Requesting a password update will send a user update password email to the customer, or the customer will be prompted to change their password when they login to the self-care portal. To achieve this, click Request user password update.

Account information

This section shows part of the information that was inputted during the onboarding process of the customer under the account info section. The information includes the customer type and custom attributes (if any).

In addition, the customer is assigned an ID (a unique auto-increment number to identify a customer uniquely). Also, the customer status is shown as either active or inactive.

Two actions can be performed under this section:

Edit account information

To edit the account information, click Edit account information. Only the type and custom attribute (if any) can be edited.

Close account

To close a customer account, click Close account. Closing an account is almost the same as deleting it; however, it does not get deleted immediately. A separate background job does the actual deletion after an account has been closed for a predefined period.

Contact information

This section shows part of the information that was inputted during the onboarding process of the customer under the account info section. It includes the first name, last name, email address, phone number, organization, address, country, state, city, and zip code.

In addition, the contact information includes a tag. The tag is used to identify specific contact information of the customer, as there could be more than one contact information.

For example, if there are multiple contact information for a customer, and an email is to be sent to the customer, the tag can be used to reference a particular contact information email address.

Three actions can be performed under this section:

Add contact information

To add another contact information for the customer, click Add contact information. The input fields remain the same as when the initial contact information for the customer was inputted.

However, in addition, include a tag, which can be used to quickly refer to the contact information in other parts of Monetization.

Edit contact information

To edit the contact information of the customer, select the appropriate contact information tag, then click Edit contact information.

Delete contact information

To delete the contact information of the customer, select the appropriate contact information tag, then click Delete contact information.

Payment information

This section shows the payment information that was inputted during the onboarding process of the customer under the payment info section. It includes the billing address, tax identification (if any), and payment method the customer uses.

A single action can be performed under this section:

Edit payment information

To edit the payment information of the customer, click Edit payment information.

You can choose an invoice, credit card, or direct debit as the payment method. Additionally, you can change the billing address and include/remove a tax identification number.

Subscriptions

This section shows the customer’s subscriptions. A subscription is the customer’s commitment to having a plan. A plan can come with specific bundles, and those bundles will have specific products and discounts.

Adding subscriptions

To add a new subscription, click Add subscription. You are required to select a balance group and plan. Optionally, you can give the customer a special deal offer(s) by adding a promotion code(s), which could be coupons or/and vouchers.

Add-on bundle

On each subscription, additional bundles (add-ons) can be purchased on top of the plan; they are not part of the initial purchased plan. To achieve this, click Add bundle, and select the bundle. Once the bundle is selected, the quantity, value, and validity period can be edited for each product found under the bundle.

Other information about the product, including the name, type, etc., is also shown. Some products can be optional for the customer to purchase as part of the bundle. Therefore, you can decide whether to include it as part of the purchase by checking the checkbox Purchase.

Additionally, the optional promotion code(s) can be included, which is used to give special deal offers to customers. They can constitute coupons or/and vouchers.

Editing and canceling products

Under a subscription, each product in the bundle can be edited or canceled. To achieve this, click Edit product or Cancel product respectively.


To apply a voucher on a subscription, click Use voucher. Then, you enter a voucher code (or multiple), and Monetization will apply the voucher code to that subscription. Each voucher results in one bundle purchase.

To upgrade or downgrade the customer plan to another, click Plan transition; choose the new plan and configure the validity period.

To cancel a subscription manually, click Cancel subscription.


There are three subsections under each subscription, namely:

Balances and notifications

Resources depicts which balances can exist in Monetization. Based on the configured resources, a balance for that resource can be created in a customer’s balance group.

Resources also have different balance consumption order configured. This dictates how the balance of each resource should behave when impacted: if multiple balances of the same resource exist.

Balances

A subscription is linked to a balance group. This section shows the total valid amount of the balance of each resource from the balance group.

The total valid amount shown for each resource in the balance group can be positive or negative. A negative balance indicates that the customer is consuming out of a free resource.

Typically, a free resource initially gives the customer a certain amount of balance for the resource. The balance also moves to zero as the customer consumes the free resource. Once the balance equals zero, the free resource has been exhausted.

Furthermore, a negative balance can also mean the customer has a prepaid payment type. Therefore, when the customer subscribes to a plan, they pay in advance. Hence, they are given some amount of balance of resources. The resource balance will also be represented as a negative balance, which they can consume to zero.

A positive balance means that as the customer consumes a particular resource, the amount balance of the resource increases.


A balance can be monetary, indicating how much the customer has spent or how much is left. A balance can also be non-monetary, indicating other resources such as free resources or credit.

To view the balance details of each resource in the balance group, click on the resource name. It shows the validity period, resource name, amount, and when the resource balance was created, all in a tabular format.

To perform adjustments on the resource balance detail, under Actions, click Adjustment. The amount and bill item can be modified. Furthermore, tax can be included. To achieve this, enable the with tax toggle switch and provide the tax, tax supplier, and general ledger.

Creating a balance

You can also create a resource balance manually in Monetization. To achieve this, click Create a new balance. Select the resource, insert the amount, and specify how the balance should be represented (either as a positive or negative charge).

For a negative charge, select Credit; it means the customer is getting something (lowering the charge). For a positive charge, select Debit; it means the customer is being charged (that is, increasing the charge).

Furthermore, the validity period for the resource balance can be changed from the current cycle to another date or an infinite date. The current cycle means the resource balance will only be valid during the customer’s current billing cycle.

Notifications

A notification occurs as a result of the customer bridging a threshold that is configured for a resource by a credit profile through a credit limit. This section shows the time the notification was triggered, the type of notification, the breached threshold value, and the resource.

Customers can be alerted via email or text message that they have breached a threshold. Third-party APIs can also be called via JSON requests to notify other components in Monetization.

For instance, suppose a customer has some free MBs allocated; if the customer has consumed almost all their free MBs, a text message/email can be sent to them urging them to purchase an add-on.

Alternatively, suppose the customer payment type is configured to be prepaid and consumes all their account credit. In that case, a text message/email can be sent to them stating that the account is running low and they need to top up to continue using the services.

Usage

This section shows the usage event for a service from the customer’s subscription for a specific period. It can measure how the customer is consuming a particular service.

To generate the usage events in a spreadsheet, click CSV. To print, click Print, and to copy, click Copy.

The event ID, created at, and the amount, shown as table headings for the usage event, apply to every service usage event. Additional parameters are determined by the mandatory, optional, and rating set fields for the service, which is configured by the service type in Monetization.

For instance, the usage event for a voice call service, apart from the event ID, created at, and amount, can include the following mandatory/optional/rating set fields:

  • Start time: This denotes the date-time the call started.
  • End time: This denotes the date-time the call ended.
  • Origin: This denotes the location of the caller—for example, Slovenia.
  • Destination: This denotes the location of the recipient of the call—for example, Italy.
  • From: This denotes the person calling.
  • To: This denotes the person receiving the call.

The table below shows a usage event for a voice call service from the information above:

Event IDCreated atStart timeEnd timeFromToOriginDestinationAmount
129/09/2020, 11:5729/09/2020, 11:5929/09/2020, 12:190809434901308149110574SloveniaItaly50

To adjust an individual usage event, click Adjustment; only the amount can be adjusted. In addition, to include tax, enable the with tax toggle switch, and provide the tax, tax supplier, and general ledger.

Create event

To create a usage event manually for a service, click Create event, select the service, and insert the start time for the event. The service represents a service type in Monetization.

Each service can have several fields. The field(s) represents a service field in Monetization. For more information on creating a service in Monetization, see Service Design.

Under Fields, the value for each field must be included. The field represents the mandatory field(s) from the service. In addition, each service that has an optional field(s) or rating set fields can be included; to achieve this, click Add.

Services

A service enables a customer to receive usage or consumption-based events. For instance, a voice call service created in Monetization will allow voice call events to be processed. Then, the voice call events can be rated based on the service event parameters and rate plan. In Monetization, a service type represents a service.

Services are configured under Business configuration Service design Service types. For more information, see Service types.

Under Actions, the customer’s configuration for one service can be edited. To achieve this, click Edit. The service identifier, validity period, devices, and event generators can be edited. Additionally, the service status can be changed.

Service Identifier Definition

The only restriction for alphanumeric service identifier is that it needs to be unique among the service entries. It can be any alphanumeric character string.

While customers are onboarded by the mobile application, identifier is assigned by the instantaneous timestamp, so if you are doing an onboarding in alternative way by the web dashboard, you can use the consistent principle by taking the current timestamp value from the Epoch Converter. Otherwise, you can apply your own identification definition rules.

Billing profiles

A billing profile shows the customer’s bills and corresponding invoices. The following information is depicted on a billing profile:

  • Billing day for the bills
  • Payment type
  • Resource
  • Event type
  • Event generators
  • Validity period
  • Total pending due bill (if any)
  • Credit balance — It refers to the amount of money overpaid on the previous bills. This amount can then be used to cover the next bill.
  • Payment information

To create a new billing profile, click Add billing profile. Provide a name, payment type, monetary resource, event type (represented by interval), billing day, and validity period.

There are two main sections under the billing profile, namely:

Bills

Bills represent all the customer charges accumulated during a billing cycle. The invoice(s) are generated from the bills.

The bills are displayed in a tabular format, which includes the bill ID, status, validity period, total amount, due amount, and the corresponding invoice.

The bill status

A bill can have the following status:

  1. Inactive — An inactive bill is only an existing reference to the next bill that the customer will have. It is like a future empty bill prepared in advance to enable Monetization to switch to it when the billing cycle changes, instead of creating the bill at that time—this improves performance.
  2. Active — An active bill refers to the current bill. Once the billing cycle is over, the active bill goes into the billing status.
  3. Billing — When the bill is in the billing status, it means the customer has not fully paid the bill.
  4. Closed — When the bill is closed, it means the customer has paid the bill in full.

For example:

  • Inactive bill ID is 111
  • Active bill ID is 110 (this is the current bill)

Once the billing cycle is over, the active bill (110) will go into the billing status, meaning it is waiting to be paid. In contrast, the previously inactive bill (111) will become active as the current bill and a new inactive bill (112) will be prepared for the next cycle.

The billing process

Billing is the operation in Monetization where the customer is moved to their next billing cycle. As a result, the previous bills will be moved to the billing status and becomes due. Consequently, the bill with an inactive status will be moved to an active status—this is now the current bill.

Furthermore, Monetization will create a new inactive bill as an existing reference to the next bill the customer will have. It is like a future empty bill prepared in advance to enable Monetization to switch to it when the billing cycle changes instead of creating the bill at that time—this improves performance.


Under each bill, these actions can be performed:

  • Adjusting a bill: To manually change the amount, balance group, and bill item of a bill, click Adjustment. Furthermore, tax can be included by enabling the with tax toggle switch and providing the tax, tax supplier, and general ledger.

  • Show bill items: To see the bill items for each bill, click Info. Each bill item can also be separately adjusted; to achieve this, click Adjustment.

Run billing

Under the bills, to run billing, select and click Run billing. Run billing will execute the normal billing process, which is to:

  • Shift the billing cycle
  • Move the current active bill to the billing status
  • Activate the next bill in line (which was previously an inactive bill)
  • Create a new inactive bill

Bill now

Under the bills, to bill the customer at the moment, select and click Bill now. The bill now will bypass the billing process and pull charges/bill items on the current active bill to an entirely new bill, which will be transferred immediately to the billing status.

Billing cycle

A billing cycle in Monetization is an interval during which all charges are collected on one bill/invoice. It is based on the event type and billing day of a billing profile of the customer.

For instance, if the billing profile has a monthly event type with the billing day set to the first day of the month, the billing cycle will constantly shift on the first day of the month while collecting the charges accrued for the previous month.

The charges can be collected automatically by scheduled payment collection job. Customers can also pay their bills manually via the self-care portal.

Additionally, Monetization can produce a SEPA Direct Debit file for customers with SEPA mandates. It represents a list of transactions that can be uploaded to the bank to take money from the customer’s bank account. The resulting file is then imported to Monetization, which will log the successful payments.

Invoices

An invoice in Monetization is a representation of the bill object that is presented to the customer.

To generate the invoices in a spreadsheet, click CSV. To print, click Print, and to copy, click Copy.

The Invoice amount refers to the total amount of the bill. The Due amount refers to the remaining amount yet to be paid by the customer.

The Due date represents the last date-time the customer has to pay in full amount for the invoice.

Under the invoice section, a bill can have the following status:

  1. Billing — When the bill is in the billing status, it means the customer has not fully paid the bill.
  2. Closed — When the bill is closed, it means the customer has paid the bill in full.

Invoice details

To preview a particular invoice with a template, click Details. Once previewed, it can be saved as PDF, HTML, or JSON.

Offline invoice payment

To manually enter the payment for a particular invoice, click Wallet. If you have already received the payment through another channel (like cash or wire transfer), you can enter it manually here.

The amount can be configured to be a charge or a refund. Monetization provides three payment methods: cash, credit card, and transfer.

The provider typifies the payment provider—for example, Stripe, Bank, Paypal, etc. You may also include a payment reference and a note.

Preview invoice

Under bills, the preview invoice will execute a test billing to show you what the next upcoming invoice will look like—it does not show any of the existing bills. The preview invoice with details will include the event history; it is much heavier performance-wise.

To achieve these two functionalities, under bills, select and click Preview invoice or Preview invoice with details.

Balance groups

A balance group holds all the balances of the customer. Monetization ties a subscription to a balance group, meaning any impacts resulting from rating service products from the subscription can only impact the balances from that balance group.

To create a new balance group, click Add balance group; provide a name and validity period. Additionally, select the billing profile.

Sharing

This section allows for the configuration of the transfer charges in real-time. The customer can either be a member or the owner of a sharing group. Then, if the owner has some resources, by extension, these resources are shared with the members because charges are transferred.

To enable the transfer of resources between customers, click Add sponsorship.

Owner of a sharing group

Select owner mode to make the customer the owner of a sharing group. Provide a group name, validity period, subscription, and policy. Additionally, choose the status.

Members joining the sharing group will be able to use the resources from the selected subscription in real-time; however, subject to the configured policy.

Once the group is created, the owner can edit the status and validity period or cancel the group. To achieve this, click Edit sharing or Cancel sharing respectively.

Member of a sharing group

To add the customer to an existing group, search for the group owner customer account by full name, then select the group.

Once the customer is added as a member of the sharing group, the resources from the subscription of the group owner are consumed by the group members in real-time. However, this is subject to the policy configured on the group.

For instance, if the owner of a sharing group has free 1000 megabytes of data, members of the group are all-consuming from the free available 1000 megabytes.

The customer, as a member of the group, can as well edit the status and validity period of the group or remove themselves from the group. To achieve this, click Edit sharing or Remove from sharing respectively.

Hierarchy

Under this section, you can transfer the impacts/charges from consuming a service to the owner of a hierarchy group. The customer can either be a member or the owner of a hierarchy group.

To enable the transfer of the impacts/charges from consuming a service to the owner of a hierarchy group, click Add hierarchy.

Owner of a hierarchy group

Select owner mode to make the customer the owner of the hierarchy group. Provide a group name, validity period, and status.

Additionally, the group needs to be connected to a billing profile from the customer account because the entire bill from the members of the hierarchy group is transferred at billing time.

Once the group is created, the owner can edit the status and validity period or cancel the group. To achieve this, click Edit hierarchy or Cancel hierarchy respectively.

Member of a hierarchy group

To add the customer to an existing group, search for the group owner customer account by full name, then select the group.

The customer, as a member of the group, can as well edit the status and validity period of the group or remove themselves from the group. To achieve this, click Edit hierarchy or Remove from hierarchy respectively.