Martinizing Pricing Plan Issue
Hello,
I have been trying to process customer, Jorge Maspons, but the
setup fee is not being charged at the correct rate. I have checked
to ensure the pricing plan was setup correctly, and it is. The
setup is $249, to be charged immediately upon signup, and the $99
monthly recurring charge to be billed 1 month after signup. Can
someone please look into this asap? I have had to void multiple
transactions due to this.
Thanks,
Becca
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Support Staff 1 Posted by Marc Guyer on 18 Sep, 2015 02:26 PM
Hi Jaime --
Jorge Maspons was initially subscribed to the $99/Month plan which charged $348 as expected on invoice 2305.
Two minutes later, he was switched to the Martinizing $99 Month plan with the bill date override set to
2015-09-15(the day of the plan change). This overrides the plan configuration and forces the next monthly invoice to be billed immediately with the plan change. Further, the plan configuration for this plan indicates that the setup fee is not to be charged on plan change.In short, the behavior you experienced was the expected behavior.
2 Posted by Becca Blair on 18 Sep, 2015 03:17 PM
Marc,
The plan was setup to charge the $249 at signup and the $99 one month after, per my initial e-mail. It charged the $348 immediately, which is not what I wanted. Even now, after checking that the plan details, it only charges the $99. I don’t want to continue having to void the invoice and sending confusing e-mails to the customer, so how would you recommend I proceed?
[cid:[email blocked]]
From: Jamie Shelton
Sent: Friday, September 18, 2015 8:00 AM
To: Rebecca Blair <[email blocked]>
Subject: FW: Martinizing Pricing Plan Issue [Problems #8389]
Jamie Shelton
Director of Operations
Carlsbad Office: 760.720.5354 x 204
Reston Office: 703.390.9300 x 108
FranConnect – The Most Comprehensive Franchise Management System on the Planet.
[FC_Logo_email-01]<http://www.franconnect.com/>
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Support Staff 3 Posted by Marc Guyer on 18 Sep, 2015 03:31 PM
This is incorrect. The initially subscribed plan is configured to bill for both the setup and monthly fee on signup.
I suspect that this customer was accidentally subscribed to this plan instead of the Martinizing $99 Month plan since the subscription was immediately (<2 minutes later) changed to the Martinizing plan. If the customer was initially subscribed to the Martinizing plan, the result would have been what you expected.
If this mistake occurs again, you might consider any number of courses of action. That's up to you and your team to decide. You might, for example, simply delete the customer and resubscribe them on the intended plan. Or, you might do the plan change and adjust as necessary -- perhaps by giving a partial refund. In short, the solution is up to you as it depends considerably on your billing model, your policies, and relevant plan configurations.
Marcela Poffald closed this discussion on 11 Apr, 2018 03:59 PM.