Business Fixed Billing Migration Issues

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Updated 16/02/2024

What could be an issue?

As part of a customer's move(migration) to the new system (UFE) they may see a difference in their invoice format or could see some pricing anomalies.

These are all resolvable issues, either by explaining the new bill or by adding/removing discounts plus adding credit.

Please Note: you must fully investigate and read the billing information on the invoice as well as the looking at the pricing components in UFE.

Your main checks are:

  • Locating the SingleServe price setup.
  • Checking discounts.
  • Checking contract length.
  • Check UFE to ensure price points match. *Price Point reverts to original if 12-month introductory discount was due to drop off during migration.

 

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Missing Discounts

Vodafone is implementing this price change to cover rising business costs and to invest in mobile and fixed networks.

A customer may contact you and advise you that their monthly plan has gone up since they moved to the new system.

This could be due to a number of reasons.

*Please note, the examples don't have the Annual Price Adjustment, if the APA is applied it will increase the plan charge.

1. During migration, the customer's introductory discount was due to expire, and they would revert to the normal price point after 12 months. 

  • If this is the reason, explain to the customer that the discount was for 12 months as part of your agreement. 
  • However, if you wish to re-contract, we can discuss a new offer.

2. The discount was part of their price setup in SingleServe. However, the discount didn't migrate across into the new system.

  • If this is the reason, apologies for the inconvenience and take ownership to adjust the pricing.
  • This can be done by adding the correct discounts and crediting the difference.

All these requests need to be sent to the CXX Team. (Internal process)

Please provide:

  • Customer name
  • Financial Account Number
  • Brief description of the issue
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Incorrect Pricing

A customer may contact you and advise you that their bills are showing incorrect pricing since they moved to the new system.

This could be due to a number of reasons.

*Please note, the examples don't have the Annual Price Adjustment, if the APA is applied it will increase the plan charge.

1. Bill showing €102 with discounts and customer didn't notice the discounts, they think they are paying 102 for their plan.

  • If this is the reason, explain to the customer that the new bill is different to their past one.
  • The package will now show the plan bundles at full cost, and it will have discounts to align the correct pricing.
  • However, you may see a 12-month discount that will drop off after that period and you will revert to full pricing.
  • The full pricing will show a bundle discount that will remain in place until you recontract.

2. Plan was €75, now showing as €80.

  • If this is the reason, apologise for the inconvenience and take ownership to adjust the pricing.
  • This can be done by adding the correct discounts and crediting the difference.

All these requests need to be sent to the CXX Team. (Internal process)

Please provide:

  • Customer name
  • Financial Account Number
  • Brief description of the issue

3. Bill showing €102 with no discounts.

  • If this is the reason, apologise for the inconvenience and take ownership to adjust the pricing.
  • This can be done by adding the correct discounts and crediting the difference.

All these requests need to be sent to the CXX Team. (Internal process)

Please provide:

  • Customer name
  • Financial Account Number
  • Brief description of the issue

4. Bill showing €102 with incorrect discounts.

Example: bundle discount 22 instead of bundle discount 27 or bundle discount missing.

  • If this is the reason, apologise for the inconvenience and take ownership to adjust the pricing.
  • This can be done by adding the correct discounts and crediting the difference.

All these requests need to be sent to the CXX Team. (Internal process)

Please provide:

  • Customer name
  • Financial Account Number
  • Brief description of the issue

 

5. Bill showing €102 with too many discounts.

Example: no bundle discount 27 but showing multiple 12-month discounts.

  • If this is the reason, apologise for the inconvenience and take ownership to adjust the pricing.
  • This can be done by removing/adding the correct discounts.

All these requests need to be sent to the CXX Team. (Internal process)

Please provide:

  • Customer name
  • Financial Account Number
  • Brief description of the issue
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Screenshots of potential issues 

Below are some screenshots of customers’ bills that show potential billing issues.

*Please note, the examples don't have the Annual Price Adjustment, if the APA is applied it will increase the plan charge.

Missing Discount

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€80 showing on the bill instead of €75.

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Only €5 discount added and missing bundle discount, plus €20 12-months discount.

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Over Discounted.

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CXX Credit Process

If a credit is required, ensure to use the reason codes, and copy and paste the below into your interaction.

"Customer migrated to UFE and discounts didn't migrate."

 

 For all credits over €125, please follow the over €125 process.
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CXX Discount Process

The removal and adding of discounts are via CRM as CRM has the access to Bundle Disc Discounts.

Please follow the flow in CRM.

PLAN examples below:

*Please note, these examples don't have the Annual Price Adjustment applied, if the APA is applied it will increase the plan charge.

 

€40 for the first 12 months, €60 after.

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€75 for the first 24 months, €85 after.

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€45 for the first 12 months, €60 after 12 months with €27 discount remaining.

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€80 for the first 24 months, €90 after.

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€50 for the first 12 months, €70 after.

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€55 for the first 12 months, €75 after 12 months with €27 discount remaining.

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€44.71, no discount.

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€80 showing on the bill instead of €75.

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€20 for the first 12 months, €50 after.

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Only €5 discount added and missing bundle discount, plus €20 12-months discount.

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€52 for the first 12 months, €82 after.

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