Customer Account Page

Topics in this document:

• Finding customer account
• Onboarding a customer
  • Account info section
  • Payment info section
  • Sharing section (optional)
  • Hierarchy section (optional)
  • Subscription section
• Exporting customer information
• Details customer account page
• Overview
  • Edit account information
  • Close account
• Contacts
  • Add contact information
  • Edit contact information
  • Delete contact information
• Users
  • Create user information
  • Delete user information
  • Edit user information
  • Request user verification email
  • Request user password update
• Payments
  • Edit payment information
• Subscriptions
  • Adding subscriptions
  • Add-on Bundle
  • Editing and canceling products
  • Billing profiles
  • Sharing
• Balances
  • Balances and notifications
  • Balance groups
• Bills
  • The bill status
  • The billing process
  • Run billing
  • Bill now
  • Billing cycle
  • Invoices
• Hierarchy
  • Owner of a hierarchy group
  • Member of a hierarchy group
• Support
• Devices
• Communications
• Activities
• Events
  • Usage
  • Services
• Reminders

To access the customer account page, open the Menu and click Customers.

The customers list gives you a quick snapshot of all your active and inactive accounts. It is the first page shown when you access the Customers section.

You will see your customers in a tabular format, showing their name, the number of active subscriptions, active services, and a button to view their full details. Use the list to switch views, filter customers, open an account, or export the current page.

From here, you can easily:

• Find a specific customer account
• Onboard a new customer
• Export customers’ information

Finding customer account

You can search for a specific customer by their full name, email address, physical address, status, customer type, or payment method.

To do this, click Filter on the list page and enter your search criteria. The list updates automatically to show only the matching customers.

To clear your search and view all customers again, click Reset. You can then hide the filter bar by clicking Filter.

Onboarding a customer

Onboarding a customer allows you to create the customer record, billing details, and first subscription in one guided flow.

To onboard a new customer, click Create new on the list page. This opens the customer onboarding page, which guides you through four steps:

• Account info section
• Payment info section
• Sharing and hierarchy section (optional)
• Subscription section

Account info section

Start by entering the customer’s basic details: first name, last name, email address, and phone number.

You must also select a customer type, such as commercial or residential. This helps you segment customers for analytics, reporting, and bulk business operations. For more information, see Customer types.

Provide the required address details. Accurate addresses help taxation and invoice generation work correctly. Custom attributes configured for your system will also appear here as optional fields.

Payment info section

Choose how the customer will pay for their services: via invoice, credit card, or direct debit.

• Invoice: No extra payment details are required unless the billing address differs from the main address.
• Credit Card: The system stores only a reference token through your configured payment gateway and basic owner information for secure automatic deductions.

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)

Use this step if the customer should belong to an existing sharing group. Sharing lets multiple customers consume the same resource pool in real time, for example a family plan with one shared data allowance.

To add the customer as a member of an existing sharing group, select the owner account and then choose the group.

Hierarchy section (optional)

Use this step for corporate or organizational billing, where a parent account pays the bills of child accounts.

Unlike Sharing, charges are not transferred in real time. At the end of the billing cycle, the child’s invoice is transferred to the parent account for payment.

Select the owner account and then choose the hierarchy group to add the customer as a member.

Subscription section

Select a payment type. The billing profile linked to the subscription must use the same payment type.

Also select a resource; this refers to the monetary resource or currency used for billing.

Select the interval; this defines how often the customer is billed, for example monthly, weekly, or yearly.

Choose the billing day; it specifies the day of the month the customer will be billed. This is used when Monetization sets the customer’s billing cycle. For example, the customer can be billed on the first day of every month.

Optional promotion codes can be coupons or vouchers. These codes let you apply special 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. A plan is the top-level object in the offering catalog. It consists of bundles, and each bundle can contain products and discounts. A plan is created under Catalog Packages Plans.

After you choose a plan, the bundles in that plan appear below it, with the products listed in a table under each bundle.

You can edit the quantity, value, and validity period for each product.

Other product details, including the name and type, are also shown. Some products are optional, so you can decide whether to include them by selecting 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 on that service, for example a mobile phone number.

You can assign a service identifier at the plan level instead of adding it to each product. To do that, enter it in the Service identifier field on the plan.

Review the subscription details before you click Submit. Monetization creates the first billing profile automatically from the payment type and billing interval you selected.

Exporting customer information

You can export your visible customer list to a CSV spreadsheet by clicking CSV on the list page. The export includes their name, email address, subscriptions, and services.

You can also print the list by clicking Print, or copy the data to your clipboard by clicking Copy.

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 is organized into 14 tabs:

• Overview
• Contacts
• Users
• Payments
• Subscriptions
• Balances
• Bills
• Hierarchy
• Support
• Devices
• Communications
• Activities
• Events
• Reminders

Account Overview

Use the Overview tab to review the customer at a glance.

Here, you can see the customer ID, status, type, current balance, open balance, due balance, revenue chart, and latest invoice. The activity log below shows recent actions on the account.

From here, you can:

• Edit account information: Update the customer type or custom attributes.
• Close account: Deactivate the customer.

Edit account information

To edit the account information, click Edit account information. Only the customer type, status and custom attribute 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.

Users

Use this tab to manage the customer’s login credentials for the self-care portal, if it is enabled. Without a user account, the customer cannot sign in to view balances, consumption, or pay bills on their own.

After you onboard a customer, you can create user information to give that customer access to the self-care portal.

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

• Create 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
• Edit user information
• Request user verification email
• Request user password update

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 log in to the self-care portal. To achieve this, click Request user password update.

Contacts

This tab shows the contact details captured during the onboarding process. It includes the first name, last name, email address, phone number, organization, address, country, state, city, and ZIP code.

Each contact record also includes a tag so you can distinguish one contact from another.

For example, if a customer has more than one contact record, the tag helps you target the right email address.

Three actions can be performed under this section:

• Add contact information
• Edit contact information
• Delete contact information

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.

Payments

Use this tab to review and update the customer’s billing details. It includes the billing address, tax identification number, and payment method.

This tab has two subtabs:

• Transactions
• Billing details

Use Transactions to review charges and payments by date. Use Billing details to update the customer’s payment method or billing address.

Edit payment information

To edit the payment information, click Edit payment information. You can switch between invoice, credit card, and direct debit, change the billing address, and add or remove a tax identification number.

Subscriptions

Use this tab to review the customer’s subscriptions, billing profiles, and sharing setup. The top navigation lets you move between Overview, Bundles, Balances, Notifications, Events, and Services.

Adding subscriptions

To add a new subscription, click Add subscription. Select a balance group and a plan. You can also apply promotion codes such as coupons or vouchers.

The subscription page is split into these tabs:

• Overview
• Bundles
• Balances
• Notifications
• Events
• Services

The Overview tab shows the current plan, validity period, billing profile, and balance group.

Use the Actions menu in the top-right corner to:

• Apply voucher code
• Add bundle
• Cancel the subscription
• Start plan transition

Add-on bundle

On each subscription, you can buy additional bundles on top of the plan. Select Add bundle from the Actions menu, or open the Bundles tab and choose the bundle you want to purchase.

The bundle picker shows the validity period and the products included in the bundle. For each product, you can review the quantity, value, identifier, device, and whether it should be purchased.

Some products are optional, so you can decide whether to include them by selecting Purchase.

You can also include optional promotion codes to give the customer a special offer. These can be coupons or vouchers.

Use Purchase bundle to confirm the add-on after you review the selected products and their purchase settings.

Editing and canceling products

Under a subscription, each product in the bundle can be edited or canceled. To do that, click Edit product or Cancel product.

To apply a voucher on a subscription, click Use voucher and enter one or more voucher codes. Monetization applies each voucher to one bundle purchase.

To upgrade or downgrade the customer to another plan, 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:

• Balances and notifications
• Usage
• Services

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. The service can then 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.

The Services tab shows the service status, identifier, validity period, service name, devices, and event generators. Use the eye icon to open a service row and review its details.

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.

Balances

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.

Balances track what the customer owes or what they have left to consume.

• Positive Balances: Typically represent usage charges (e.g., they consumed data and now owe money). They will be billed for this amount at the end of their cycle.
• Negative Balances: Represent prepaid credit or free resources. For instance, if they prepay $50 or receive a 10GB free allowance, it shows as a negative balance. As they consume the service, the balance moves closer to zero.
• Monetary vs. Non-Monetary: Balances can track currency (money) or other units (like Gigabytes, Minutes, or tokens).

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.

Billing profiles

A billing profile defines how the customer is billed. Use the Overview tab to review the setup and the Payments and Bills tabs to manage payment details and bills.

The Overview tab shows:

• ID
• Code
• Valid from
• Valid to
• Billing day
• Payment type
• Resource
• Event type
• Event generators
• Paid by
• Credit balance

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
  • The bill status
  • The billing process
  • Run billing
  • Bill now
  • Billing cycle
• Invoices
  • Invoice details
  • Offline invoice payment

Bills

The customer Bills tab lists the bills tied to the account. Select one or more rows to enable the action bar and work with the selected bill directly.

The same bill records are also available from the selected billing profile.

The Bills tab shows the bills that belong to the selected billing profile.

The available actions are:

• Adjustment
• Pay
• View invoice
• Preview invoice
• Bill now

The table shows the bill ID, date, status, customer ID, billing profile ID, invoice amount, and due amount.

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.

  Note:

  Debit means the customer is being charged (increasing the charge), while credit means giving something to the customer (lowering the charge).

• 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

The Hierarchy tab lets you add a customer to a hierarchy group or create a new one. Use the + Hierarchy button to start.

The table shows the hierarchy name, validity, type, status, account, and billing profile.

To enable the transfer of impacts and charges from consuming a service to the owner of a hierarchy group, click 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, billing profile, and status.

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.

Support

This tab is dedicated to tracking customer support tickets. It displays the status, priority, and assignee for current and past tickets. You can create new tickets or respond to ongoing issues from here.

Devices

The Devices tab catalogs all hardware or equipment linked to the customer. This can include identifiers for modems, vehicles, or physical nodes representing the endpoints of their subscriptions.

Communications

The Communications tab serves as a log for all system-triggered notifications or emails sent to the customer. Use this history to verify when specific automated messages or password updates were distributed.

Activities

An audit trail providing a timeline of operations performed on the customer’s account. This log captures who changed what, tracing modifications to keep account history transparent.

Events

The Events tab shows all usage events originating from the customer’s subscribed services. Use the filters to narrow the list by date or service.

The table shows ID, service type, service, quantity, amount, and created at.

To create a new event, click Event.

Usage

This section shows the usage events for a service from the customer’s subscription for a specific period. It helps you see 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:

Table 1: Voice call service usage event

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

If you need to manually log a usage event, for example if a system was offline and you need to bill for consumed data, click Create event.

Select the relevant service and specify the start time. Depending on how your service is configured, you will see fields such as Origin, Destination, or Amount. Fill in all mandatory fields. You can also include additional fields by clicking Fields.

Reminders

Internal alerts and notes scheduled for a specific date/time. Use reminders to prompt administrative staff about necessary follow-ups regarding the customer.