Plan & service changes: Prepaid

Use this page to support prepaid plan and service changes in Prepaid.

Plan changes

Changing the plan type is not recommended but can be done when customers want to change from voice plans and Mobile Internet plans. Encourage customers to set up a new prepaid account when switching between service types.

  • When changing plans and services there can only be one effective date per transaction. To have a different start date, transactions must be processed separately.
  • If there is no restriction on the date, you can select the start to be today or future dated to the next cycle. 
  • Account balance does not have to be available to make plan changes; however, service cannot be used while in Unpaid status.
  • Once plan changes are completed, an automatic memo is added to the account.
  • Anytime a plan or service is future dated, an order is created and is considered a pending order until the change is effective. Order will show as In Process.
  • When changing a data stash plan to a non-eligible data stash plan, notifications will appear in the cart when checking out and on the landing page, advising of loss of data stash.
  • Always advise customers of the plan details when changing plans:
    • New plan effective date
    • Plans automatically renew monthly if sufficient funds are available
    • A Mobile Internet (MI) plan type SIM can only be used in the MI device, and cannot be used for voice unless changed back to the voice device IMEI.

  • Occurs when customers are on a plan in Paid status and allows customers to use the full month they already paid for.
  • Can be canceled anytime up to the date of the requested change.
  • Plan changes from a monthly plan to any other plan should always be future-dated.
  • If the customer wishes to downgrade their plan/service, the plan/service can only be future dated  as downgrades can’t happen same day.
  • If the plan or service cannot be future dated, the only date that would appear would be same date or vice versa.
  • Legacy: Allows customers to use the full 30 days they already paid for.

  • To keep the same plan period, customers can change plans mid-cycle when upgrading a monthly plan to a monthly plan with more data.
  • Changing plans mid-cycle requires payment for the plan cost difference.
  • Data limit increases during mid-cycle plan change but does not reset usage.
  • After upgrading the plan, the new data limit will be the difference in the high-speed data used on the current plan and the high-speed data limit on the new plan.
  • Ensure customers understand how much more high-speed data they will receive.
  • If they want more high-speed data, advise them to upgrade to plan with a higher 4G LTE data limit.
  • Mid-cycle plan changes must be completed when customers only want a temporary plan upgrade for the current service cycle period.
  • Services add-ons are always charged the full monthly charge regardless of when it is being added.
  • Prepaid Legacy $30 UL Data & Text (5 GB up to 4G) plan is not eligible for mid-cycle upgrade.

  • The full MRC for the new rate plan is required and no proration or credits are allowed.
  • Review the following scenarios to understand when same day plan changes happen immediately:
    • Plan changes between Pay As You Go and Pay By The Day
    • Account is in Unpaid status and on a monthly plan
    • Customers request an immediate change to plan of their choice
  • Unused data from original plan is still available after mid-cycle upgrade to a higher data limit.
  • Same day plan change are for the purpose of changing to a different plan to fit the customer’s usage needs.
  • Rebellion does not allow same day plan changes to the same plan.

A conflict error occurs when attempting to add a service to a rate plan that conflicts or if there are services that are on the account that conflict with a new plan change. Example: An account has the Stateside International (SIT) feature and then changing to a plan that also includes SIT.

  1. A notification appears and states that there are conflicts and will automatically be removed by the system. The service will be listed so you know what service is being removed.
  2. Ask the customer if they want to continue with the change and clearly state what is lost/gained by the change.

Service changes

Add services

  • Services can be effective immediately or upon next plan renewal.
  • Service change completion generates an SMS notification.
  • Service can be changed immediately if sufficient funds are available to pay for the service.
    • If not, the service will begin in the next service cycle period unless customers apply a refill.
    • Upon renewal, sufficient funds are required for the plan and service to renew.

Remove services

  • Services can be requested to be removed at anytime, but removal is effective on next renewal date.
  • Customer Care can remove services immediately but customers will lose the remaining amounts already paid for.
  • Services are automatically removed when customers request an immediate plan change and the plan is not eligible to have the service.
  • Services included in a plan are built within the plan and cannot be removed in Rebellion.
  • Customers who want to remove an included service (e.g., Caller ID, Call Hold/Call Waiting, Basic Voicemail) must submit a Service Desk ticket to have the included service removed.

Renew services

  • Services renew the same day as the plan renews.
  • If there are not enough funds to cover the plan and service costs, accounts do not renew and move to Not Paid status.
  • Once funds are added to pay for plan and service costs, the plan renews and begins a new plan period.

Some services conflict with other services that you may be trying to add. For example, customer has a $10 SIT service and is attempting to add a $15 SIT service.

  1. A notification appears and shows the service conflict. One of the services will have to be removed to move forward with the service change request.
  2. Confirm with the customer what service they want to keep and remove the service the customer doesn’t want. If you do not uncheck one of the conflicting services you will not be able to move forward with saving the changes.

Pending orders

  • Anytime a plan or service is future dated, a pending order, which shows as In Process, is created until the change is effective.
  • When a future-dated service is pending, you can see the pending order when you edit plan or service.
  • Future-dated plans/services cannot be edited/modified and can only be canceled. If the customer wishes to change their future-dated plan, you must cancel the order and go through the change plans and services flow to add the new plan.
  • Current due on the account will reflect any pending orders.
  • During an activation, add-a-line, or upgrade flow, customers can purchase a device and add a rate plan/service.
  • If the device has not shipped, the order and plan/service will be pending and order will show as In Process.
  • If the customer wishes to cancel plan/services on the order, it also cancels the device order (and vice versa).
  • Once the device has shipped, the customer cannot cancel.
  • The plan and service will start the same day the device is shipped for upgrades. If there is a plan/service order attached to a device order, it displays in the pending order. Ship-to device orders do not display in the change plans and services flow.
  • Avoid conflicting orders:
    • If a plan/service is added to a pending order same day, the order will fail due to a conflict and status will show as Error.
    • Customers can add the same service multiple times and will not receive an error message until the conflicting order fails.
  • If there are not enough funds to pay for the pending order upon renewal, the order is canceled and the customer must request the change again.
  • For additional details, see Order status: Rebellion.

  • A notification appears when attempting to change a plan or service on the account.
    • View the pending order or back out of the conflict.
    • Example: Changing a plan mid cycle but a service is scheduled to be changed at renewal.
  • Pending orders could be for plan or service changes.
    • There could also be pending device purchases with or without a plan/service change.
    • Example: Customer placed an upgrade order and wants PHP, but the device is back ordered and hasn't shipped.

Resolve

  1. View pending orders before changing the plan/service. Discuss any account impacts with the customer.
  2. If changes need to be made, cancel any future pending orders.
  3. Review the following with customer before cancelling:
    • If there is a device order attached to a service change, everything will be canceled and no device will ship.
    • Due to the conflict, the pending order will fail at renewal.
    • If you do not remove the pending order and the order fails due to conflict, the customer will be notified.

Content (Purchase) Download

Content (Purchase) Download functionality is not applicable for Prepaid accounts and not available for Prepaid customers. This optional service will be viewable but it is not 'functional’ in Rebellion and SAP care so it's important you do not attempt to add.

  • Content (Purchase) Download is visible and can be added in the blocking feature section of Rebellion. Regardless, do not add this feature in Rebellion as any change to this service will not take effect due to it being disabled in Prepaid accounts. If changes are made the user will not see any failure message.
  • SAP Care users will also see this feature and can add it but it will not work in SAP Care. If changes are made the user will not see any failure message.