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Plan Renew- CSR Guide

Plan Renew

Accessing the Plan Renew Module

  1. Search for Customer: In the top search bar, enter the customer's name or ID to open their account dashboard.
  2. Navigate to Quick Links: On the right-hand side of the screen, look under the Quick Links section.
  3. Open Renewal: Click on Plan Renew (PC519). This will open the CSR Screen For Plan Renew.

Performing the Plan Renewal

  1. Verify Plan Details: Review the current plan information, including the Existing Plan Expiry Date and the plan the customer is changing to (if applicable) under Change Plan To.
  2. Select Renew Mode: Choose the appropriate Plan Renew Mode:
    • Instant (PC628): The plan reloads immediately.
    • On Expiry (PC629): The renewal triggers when the current plan expires.
    • Custom Date (PC630): Schedule the renewal for a specific future date.
  3. Apply Discounts/Coupons:
    • If you have a promo code, enter it in the Coupon field and click Applied.
    • You can also choose to Pay Through Wallet or Pay Through Discount Credit by checking the respective boxes if the customer has funds available.
  4. Review Charges: The system will automatically calculate the Total Amount based on the plan cost, taxes, and any processing fees. You can view the specific breakdown under Tax Breakup.
  5. Process Payment:
    • Select the desired payment method from the right-hand menu (e.g., Credit Card (PC404), Money Order (PC410), Money Gram (PC411), or Wallet (PC412)).
    • If you are using a saved card, ensure it is selected in the Saved Cards (PC777) dropdown.
    • If a saved card is not available, you will be prompted to input a card if Credit Card is chosen as the payment method.
    • Optional: If you are skipping payment (e.g., for a promotional renewal), check the Skip Payment (PC99) box.
  6. Submit: Once all fields are verified, click the Submit button at the bottom of the form to process the renewal.

Note: Always double-check the Plan Renew Mode before submitting, especially when selecting "Instant," as this will immediately update the customer's service expiry date.