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Member
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Bug: Change of service on forward billing

If a client is forward billed and you schedule a change to their service, the system has problems forward billing the change.

 

For example:

 

A client is billed 20 days in advance of the service period. If the service starts on the 1st of the month, the client receives the bill on or about the 10th of the previous month (depending on how many days are in the month.) This works well. However, say the client is on "level A" service and changes to "level B" service on the next billing period. If the billing forward has alread been sent, you either have to make the change two months down the road or you have to remove the current invoice (meaning you have to detach the current payment if the customer has already paid), alter the "last invoiced date" under the service "Billing settings", make the necessary changes under the service name, then reinvoice the customer for the coming service billing period. To keep thinigs as sane as possible, we remove the current service on the invoice, place a temporary product in the invoice (because a zero dollar invoice can't be edited once it is saved), make the service changes, then reopen the inivoice, remove the temporary product and bill the new service (which shows up as "deferred service", then save and re-send the customer invoice.

 

Before you make any changes to the service, you MUST uncheck the "Approve and send invoice automatically" under "Billing Settings".

 

Once the changes have been made, the new deferred service invoice will be generated on the date the change takes place no matter if you have already billed for it or not. If you do not unselect the "Approve and send" option in the last step, the customer receives a second seperate invoice for that same billing period. If you have unselected the "Approve and send" option, it still is generated, but you can delete it before the customer would get it as a draft.

 

If you forget to unselect that option, you can not then unselect it unless you remove the pending changes to the service first, then redo the entire process after unselecting it.

Ubiquiti Employee
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Re: Bug: Change of service on forward billing

[ Edited ]

Hi, I don't understand clearly what you want to achieve.

1) If you want to apply some change in the future, use the "Deferred change" feature. It should be invoiced automatically, we will check it out.

2) If you want to apply some change immediately, use the normal change. The very next automatic invoicing will be affected. For example, today, it's November, this month was already invoiced on October 10th. If you change the service from A to B today, the standard invoicing will apply, i.e.: the B service plan for December will be invoiced on Nov 10th.

3)If you want to modify already created (and sent, paid) invoice, you can (as soon as you detach the payment), although it's pretty awkward (the client already paid for something which you are going to modify...). Anyway, you should be able to put any billing period of any service to the invoice manually. (including already invoiced periods, including periods of deferred services) - let us know if you experienced something else.

 

 

Regarding this:

> Once the changes have been made, the new deferred service invoice will be generated on the date the change takes place no matter if you have already billed for it or not.

This sounds like a bug, already invoiced periods shouldn't be invoiced automatically again. When the change of a deferred service is applied, this rule is probably omitted. We will check this.

Member
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Re: Bug: Change of service on forward billing

The issue is that on a deferred change, they system bills twice for the same period if you forward bill.

 

Another example. Assume billing 20 days in advance and the customer's service starts on the 1st of the month. That means his invoice for Dec 1 - Dec 31 is sent on Nov 10.

 

If you make a deferred change to take place on Dec 1, the system willl not autobill the deferred change until it takes effect. If you make the change Nov 8th, the automatic billing will NOT go out on the 10th. Instead, it will go out on Dec 1st. despite the fact that you are supposed to be forward billing. Jan 01-Jan31 will then go out on Dec 10th, but the customer has two overlapping invoices and they get irritated when the normal billing period is missed.

 

If you force the issue and manually bill the service period on the Nov 10th, the system will ignore the fact that you alread billed the service period of Dec 1 - Dec 31 and bill it AGAIN on Dec 1st. In effect, the system just ignores the fact that you forward billed the service period manually.

 

If you uncheck the automatically bill checkbox, the system will still generate the draft invoice which you can then delete before the cutomer sees it. If you forget to uncheck that box BEFORE you make the deferred change, the system will not let you edit it until either the change takes place (double billing the customer) or you cancel the changes in their entirety, then you have to redo everything.

 

The issue is that the system WILL NOT autogenerate the invoice appropriately for a forward billed, deferred change AND it will ignore any manual billed invoice for that same deferred change.

Ubiquiti Employee
Posts: 3,535
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Re: Bug: Change of service on forward billing

Understand. So far, the deferred services are not invoiced automatically until they are activated which is exactly the problem. It has been already discussed here: https://community.ubnt.com/t5/UCRM/quot-Create-invoice-x-days-in-advance-quot-doesn-t-work-with/m-p/...

As mentioned in the thread, you may also consider using standard service change instead of the deferred change. It will do exactly what you need, the very next invoicing period will be invoiced using the new changed service attributes. (no need to set it as a deferred change)

Anyway, both missing features with the deferred change will be investigated:
1) deferred services not involved in automatic invoicing
2) manual invoicing of a deferred service is not taken into account by the automatic invoicing

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Member
Posts: 257
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Re: Bug: Change of service on forward billing

I appreciate that.

 

I guess that begs the question of how best to manage a service change though. I'll post another thread for that one. Thanks.

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