Suspension and overdue settings

Settings › Suspension and overdue controls what happens to your customers when they don’t pay, and to accounts nobody uses. The system charges fees, suspends and deletes accounts automatically on the schedule set here.

Danger

These settings delete customer accounts automatically. An account that’s overdue for long enough, or abandoned for long enough, is removed without anyone clicking Delete.

How it works

For a customer with an unpaid invoice:

1. The invoice falls due.
2. Overdue fee days after the due date, the customer is charged the Overdue fee amount.
3. Suspension fee days after the due date, the account is suspended for non-payment and charged the Suspension fee amount. This must be later than the overdue fee.
4. Suspension delete days after the due date, the account is deleted. Accounts with a minimum term that hasn’t ended yet aren’t deleted.

All three day counts start from the invoice’s due date. If a setting is empty or 0, that step doesn’t happen.

Suspension delete days also applies to accounts suspended for other reasons: they’re deleted that many days after their status last changed.

For an abandoned account (no active subscriptions, and nobody has signed in for a while):

1. First step of checking of abandoned accounts: the customer gets a first email.
2. Second step of checking of abandoned accounts: a second email.
3. Third step of checking of abandoned accounts: a third email.
4. Last step of checking of abandoned accounts: the account is deleted.

Each step has its own number of days, counted from the last time any of the customer’s administrators signed in (or from when the account was created, if nobody ever signed in). The steps always run in order, so an account is only deleted after all three emails.

What a suspended customer can still do

Until the overdue invoice is paid, a customer suspended for non-payment can only:

• sign in to the customer portal to pay the invoice or top up;
• call emergency services (000 in Australia).

Nothing else works, including other outgoing calls, incoming calls and other services.

Settings

Each setting shows a Title, a Key and a Description. The values are set by your provider unless you’re a white-label partner.

Setting	What it does
Overdue fee days	Days after an invoice is due before the overdue fee applies.
Overdue fee amount	The fee charged to the customer when an invoice is overdue for longer than Overdue fee days.
Suspension fee days	Days before an account is suspended for non-payment. Must be greater than Overdue fee days.
Suspension fee amount	The fee charged to the customer when the account is suspended.
Suspension delete days	Days after which accounts with overdue invoices are deleted. Accounts with an unexpired minimum term aren’t deleted.
First step of checking of abandoned accounts	Days with no active subscriptions and no sign-in before the first email.
Second step of checking of abandoned accounts	Days before the second email.
Third step of checking of abandoned accounts	Days before the third email.
Last step of checking of abandoned accounts	Days before the abandoned account is deleted.

Who gets the fees

Partner type	What you see	Commission on the fees
Channel partner	The overdue and suspension fees with Buy Price, Margin and Sell, and the other settings read-only. The margin is the Suspension and overdue, % in My Account › My details › Default margins, set by the provider.	Only the Margin (the difference between Sell and Buy Price). If the margin is 0%, you earn nothing on the fees.
White-label partner	One list with a Value for each setting. You can change the values your provider allows.	100% of each fee.

Change a value (white-label partners)

1. Go to Settings › Suspension and overdue.
2. Double-click the setting you want to change.
3. Enter the new Value and click Update.

Only some settings can be changed; the others are locked by your provider and don’t open for editing.

Suspend or restore one customer yourself

You can also change a customer’s Status on their Details tab (Customers › select the customer). When you suspend a customer this way, the portal can ask whether to charge the suspension fee (“Suspension fee will be applied”).

To bring back a deleted account, see Restore a deleted customer.

Related

• Customer billing
• Account suspended or low balance: what your customers see.
• Prepaid and postpaid