1.    The suspension module:

The suspensions module was created to ensure that we can have better control over our debtors with overdue accounts.  In the new suspension module, DataTill will populate a list of all customers with overdue accounts.  The suspension process can be approved either in bulk for the selected customers or per individual customer. 

Once the suspension has been approved, the customer will receive a first and second warning notification and will then finally automatically be suspended.  The time line for when these notifications get sent out, as well as when the actual suspension takes place, can be set up under the billing setup section. 

After the customer has been suspended, you will have the option to pause their suspension (unsuspend the customer) as per the time allocation setup in your billing settings.  This will allow time for the customer to make that payment and send the proof of payment.  When the time limit has been reached and the customer has not made any payment, the customer will be suspended again. 

In the case that the customer has received either their first or second warning notification(s), and has made payment, you will be able to reset the suspension process.  Please note that the suspension reset should only be done for customers whose suspension process have already been approved and that this is not the functionality to be used to un-suspend a customer.  Un-suspending customers will still be a manual process and will be done in the same manner as it was previously done.

 

Important:  Please note that even though the customer has been suspended, that the customer’s billing will still continue.

 

2.    Setting up the suspension settings:

First, you will need to enable the suspension settings.  To do this, go to “Billing” – “Billing Setup” and then click on the second “Billing Setup” option.

 

 

 

 

Look for the “Customer Account Suspension Settings” and then click on the toggle button next to “Enabled” to change from “OFF” to “ON”. 

 

 

Once the toggle button has been switched to “ON”, a list of “settings” will appear at the below.

 

 

 

 

 

 

 

2.1. Suspension Mode

In this section, you will determine the suspension mode to use when deciding when an overdue account will be suspended.  Currently, the only option available is the “x number of Days after invoice due date”. 

 

2.2.                 Days till overdue

The number you insert here will determine how many days, after the invoice due date, the invoice status will turn to overdue.  When this limit is reached, the customer will receive their first suspensions warning email. 

 2.3.                 Days till Second Warning

This number will determine after how many days the second notification should be sent.  Please note that this is the number of days AFTER the first notification has been sent. 

2.4.                 Days till Suspension

In this section, you will enter the number of days, AFTER the 2nd notification has been sent, the customer will be suspended.  All customers whose accounts are suspended will be notified of the suspension.

 

2.5.                 Temporary un-suspension in Hours

Here you will be able to determine the number of hours that the helpdesk can suspend the customer for.  Once the customer reaches the time limit, they will automatically be suspended again. 

 

 

*Please note that the number filled in here is in hours and not in days as per the previous sections.

2.6.                 1st Suspension Warning Email

In this section, you will be able to view and edit the 1st suspension warning email that is sent out to the customer.  You can scroll down with the bar in the green section to read the whole message.

Please note that all fields that start with {{ and end with }} are embedded fields and will pull through from the customer profile.  The red and green fields will be applicable to all warning emails and SMS sections.

2.7.                 1st Suspension Warning SMS

Here you will be able to view and edit the 1st suspension warning SMS that gets sent to the customer.  If you do not want the customer to receive an SMS when the 1st notification gets sent, please remove all text from the block and leave the field blank.

 

 

 

 

2.8.                 2nd Suspension Warning Email

In this section, you will be able to view and edit the 2nd suspension warning email that is sent out to the customer.

2.9.                 2nd Suspension Warning SMS

Here you will be able to view and edit the 2nd suspension warning SMS that gets sent to the customer.  If you do not want the customer to receive an SMS when the 2nd notification gets sent, please remove all text from the block and leave the field blank.

 

2.10.              Actual Suspension Warning Email

In this section, you will be able to view and edit the email that the customer will receive when their account is suspended.

 

2.11.              Actual Suspension Warning SMS

Here you will be able to view and edit the SMS that the customer will receive when their account is suspended.  If you do not want the customer to receive an SMS when their account is suspended, please remove all text from the block and leave the field blank.

 

 

 

 

 

After you have made any changes to the settings or messages that gets sent to the customer, please scroll down to the bottom of the page and then click on the “Update” button. 

 

 

 

 

 

 

3.    Customer Suspension Screen

To find a list of all customers who need to be suspended, you need to go to “Billing” and then click on the “Account Suspensions” button.

 

 

 

 

 

 

 

 

 

 

 

 

 

 

When the list has loaded, you will see the following screen:

 

3.1.                 Filter Functions

 

 

 

 

Green: In this section, you can choose to filter the list of customer to view only customers who are in a certain status:

  • All Status
  • Suspension Disabled
  • Suspension Paused
  • Suspended
  • Account Overdue
  • First Notification
  • Second Notification
  • Not overdue
Red: This filter function will allow you to filter the list according to certain customer groups.
Yellow: In this section, you will be able to search for a specific customer.
Dark Blue: These buttons will allow you to either select all customers on this list or to deselect all customers on this list.  All changes made will be made on all the customers who are selected.
Purple: If you need to copy the information on the screen, you can do so by clicking on the “Copy Columns Clipboard” button.
Light Blue: These buttons will allow you to export the list to either CSV or Excel format.
Black: In this section, you will be able to add additional fields or hide fields that you do not want to see.

 

3.2.                 The suspension list:

In this section, you will view a list of all customers who have a balance bigger than Rnil.  All customers who are marked in red, are customers who are suspended.  All customers who are marked in orange, are customer who have received a warning or warnings about their account being overdue.  All customers who are marked in grey are customers who have the suspensions details disabled on their individual profile or who are marked as VIP customers

 

Green: In this section, you can view the customer group.
Red: Here you can view the customer’s accounting code (profile number).
Yellow: In this section, you can see the customer or company name.
Dark Blue: Here you will be able to view the customers billing details:

  • Total billing that has taken place:
  • How much the customer’s monthly billing is.
  • The total amount that is currently overdue.
Purple: This section will give you the number of days that the customer is overdue.
Light Blue: In this section, you will be able to view the customer status:

  • All Status
  • Suspension Disabled
  • Suspension Paused
  • Suspended
  • Account Overdue
  • First Notification
  • Second Notification
  • Not overdue
Black: Here you will be able to see the date and time when the customer’s status changed. 

3.3.                 Buttons on top of the suspension list.

Disable suspension: The button will allow you to disable the suspension settings for the selected customer(s).
Enable suspension: This button will allow you to enable the suspension settings for the selected customer(s).
Approve Suspension: This button will enable you to approve suspension on multiple customers.  When you approve the suspension, suspension process will start and customers will receive their first, second and final warnings as per the settings above. 
Pause Suspension: By clicking on this button, you can suspend the customer(s) suspension for a limited amount of time which was set up in your suspension settings.
Resume Suspension: To simultaneously resume suspension for multiple customers, choose the applicable customers and then click on this button.
Scan: DataTill works on a cron that refreshes daily.  To immediately refresh the page or the specific customer, click on the “Scan” button.

3.4.                 Buttons on the right-hand side of each line

3.4.1.     Refresh Suspension

 

  By clicking on this button, you will refresh the specific customer’s status.  If any changes have taken place, you will be able to view them under the status section.

 

3.4.2.     Disable / enable suspension

3.4.2.1.  Enable suspension:

When the customer’s suspension details are disabled, then this button will allow you to enable the suspension details for the customer.

After clicking on the enable suspension button, you will see the following pop-up screen:

 

 

 

 

 

 

 

Click on the “Enable” button to enable the customer’s suspension settings.

 

3.4.2.2.  Disable suspension:

  This button will allow you to disable the customer suspensions settings for a specific customer. 

After clicking on the disable suspension button, you will see the following pop-up screen.

 

 

 

 

 

 

To disable the customer’s suspension settings, click on the “Disable” button.

 

3.4.3.     Pausing or resuming suspension

3.4.3.1.  Pause Suspension:

When the customer is suspended, you can choose to manually pause their suspension.  This means that the customer will have active services again as per the suspension settings seen in section 1.5.

After clicking on the pause button, you will see the following pop-up screen: 

 

 

 

 

 

 

 

The green section will show you the time that the customer will be unsuspended for, as per the setup in your billing settings.  If you are sure that you would like to pause the customer’s suspension, click on the “Enable” button.

 

3.4.3.2.  Resume suspension:

  When the suspension has been paused, you have the option to manually resume the suspension again by simply clicking on the “play” button.

After clicking on the resume button, you will see the following pop-up screen:

 

 

 

 

 

 

 

 

To resume the customer’s suspension, click on the “Enable” button.  Please note that this option is only when you want to resume the customer’s suspension before it has reached the temporary un-suspend time limit.

 

3.4.3.3.  Greyed out pause button:

  The pause button will only be active when the customer account has been suspended.

 

3.4.4.     Approve Suspension

3.4.4.1.  Approving the customer’s suspension

  To start the suspension process for a customer, you will need to approve their suspension first.  To do this, click on the red tick mark. 

After clicking on the red tick mark, you will see the following pop-up screen:

 

 

 

 

 

 

 

To queue the customer for suspension, click on the “Queue for Suspension” button.  The customer will now receive their first and second warnings and then finally get suspended as per your WISPs setup.

After the customer has been queued for suspension, the customer will receive a big orange banner on their profile to state that the customer has been queued for suspension as well as when the customer will be suspended:

 

 

3.4.4.2.  Reset suspension:

 

  This button will allow you to stop the customer’s current suspension process or un-suspend customers who have already been suspended.

After you have clicked on the reset suspension button, you will see the following pop-up screen:

 

 

 

 

 

 

To confirm that you want to reset the customer’s suspension, click on the “Reset Suspension” button.

 

3.4.4.3.  Greyed out tick mark:

  When the tick mark button is greyed out, it means that the individual customer’s suspension setting is disabled.

 

To enable the customer’s suspension settings, click on the enable button found in section 3.4.2.1. to enable the general suspension settings.  If the customer has a special arrangement – for example, companies who have 30 days terms, you can edit their individual suspension settings either on their customer profile or by editing their specific details as in section 3.4.5

 

3.4.5.     Edit suspension settings

  This button will allow you to edit a specific individual customer’s suspension details.  This will only be for customers who need customer suspension settings i.e. companies who have 30 days terms.

 

To enable customer suspension settings for an individual customer, you can either do it on the customer suspension screen, or on the customer profile under the billing tab when you edit the customer account details.

 

3.4.5.1.  From customer suspension screen

After clicking on the edit button (as above), you will see the following pop-up screen:

 

 

 

 

 

 

 

 

 

 

 

 

 

Red: If you want the suspension settings disabled for the customer, ensure that the toggle switch is set to yes.

 

If you want the suspension details enabled for the customer, ensure that the toggle switch is set to no.

Yellow: If you want to use the default suspension settings, as per the setup in your billing settings, ensure that the toggle switch is set to yesIf you use the default suspension settings, you will not be able to modify the days till overdue, days till 2nd notification or days till suspension settings.

 

If you want to use the custom suspension settings, as per the setup in your billing settings, ensure that the toggle switch is set to no. If you do not use the default suspension settings, you will need to modify the days till overdue, days till 2nd notification or days till suspension settings.

Dark Blue: This section is only applicable if you do not use the default settings.

 

In this section, you will need to add the number of days, after the invoice due date, before the invoice status becomes overdue.  In other words, how many days after the invoice due date should the 1st overdue notification be sent to the customer.

Purple: This section is only applicable if you do not use the default settings.

 

Here, you will need to add the number of days, after the 1st overdue message is sent, the customer should receive their 2nd overdue notification.  In other words, how many days after the first message has been sent, should the second notification be sent to the customer. 

Light Blue: This section is only applicable if you do not use the default settings.

 

In this section, you will need to add the number of days, after the 2nd notification has been sent and the customer needs to get suspended.  In other words, how many days after the second notification has been sent, should the customer be suspended.

After making any changes to these settings, remember to click on the “Save Changes” button.

 

3.4.5.2.  Disabling suspensions setting from customer profile:

To edit an individual customer’s suspension settings from their customer profile, you need to go their customer profile, edit the account details section and then click on the “Billing” tab. 

 

 

Light Blue: If you would like to use the default due date settings, ensure that the toggle switch is set to yes.

 

If you would like to use custom due date settings, ensure that the toggle switch is set to no.  Once the switch is set to no, you will be able to fill in the number of days until the account is overdue. 

 

You can use this, for example, on all business customers who have 30-day accounts.

Red: Please refer to the red section in 3.4.5.1. for more information.
Dark Blue: Please refer to the yellow section in 3.4.5.1. for more information on the default settings.

3.4.6.     Customer Edit Screen

  This button will always take you to the customer profile (customer edit screen).

All customers who are queued for suspension will have an orange banner on top of their profile to show when the profile will be suspended. 

 

All customers who are already suspended will have a red banner on top of their profile and also gives you information on when the profile was suspended.

 

 

4.    Suspending and unsuspending customers:

4.1.                 Suspending

For the suspension process to begin, you will first need to approve the customer’s suspension.  This is done from the customer suspension screen.  As previously mentioned, all customers marked in red are customers who are suspended, all customers marked in orange are customers with overdue accounts and all customers who are marked in grey, are customers whose suspensions settings are disabled. 

Always be sure to check the customer profile first for any debtor notes or tickets relating to special arrangements or payment plans. 

 

4.1.1.     Suspending single customer accounts

To approve a single customer’s suspension, look for the specific customer you want to suspend, and then click on the approve button found on the right-hand side of the screen (refer to 3.4.4. for more information). 

4.1.2.     Suspending multiple customer accounts

To approve multiple suspensions at once, tick all the customers who need to be suspended on the left-hand side and then click on the “Approve Suspension” button.

 

 

After clicking on the “Approve Suspension” button, you will see the following pop-up screen.

 

 

 

 

 

 

 

 

To queue the customers for suspension, click on the “Queue for Suspension” button. 

 

4.1.3.     Approved by:

If need be, you are able to view who approved the customer suspension.  To do this, go to the customer suspension screen.  Click on the “Show / Hide Columns” button and then click on the “Approved By” button.

 

 

 

 

 

 

 

 

 

 

 

After clicking on the “Approved By button, click on the “Show / Hide Columns” button again for the menu to disappear.  In the customer suspension list, you will now be able to see who approved the suspension.

 

4.1.4.     Immediate / manual suspension

 

Should you need to immediately suspend a customer, you will be able to do this by going to the customer’s profile.  Once the profile has loaded, go to the “Account Details” section and then click on the “Edit” button.  (Please see screenshot on next page.)

 

 

 

 

 

 

 

 

 

You will now see the following screen:


 

 

 

 

 

 

 

 

Go to the “Account Expiry” tab and then look for the suspension section.  To suspend the customer, click on the “Suspend Now” button.  After clicking on the suspend now button, you will see the following pop-up screen:

 

 

 

 

 

 

Click on the “OK” button to confirm the customer suspension.

You will now be taken back to the “Account Expiry” tab screen.  In the suspension section, you will now be able to see that the customer is suspended as well as who suspended the customer.

 

 

 

 

 

 

 

 

 

 

 

In the red banner on top of the screen, you will be able to see which date and time the customer was suspended.  In the suspension section, you will be able to view who suspended the customer.  After making any changes, remember to click on the “Save” button.

4.2.                 Resetting the suspension

Should the customer decide to pay after the suspension process has begun (already been approved), then you will be able to reset the suspension.  During the syncing process between SageOne and DataTill, the system will also automatically pick up which customers have paid their account in full.  Should the system pick this up, then the suspension process will automatically be reset.  Please note that the automatic suspension reset will happen daily at 00:00 AM.  If the customer has already been suspended, you will also be able to un-suspend a customer by clicking on the reset button.  For more information, please refer to section 3.4.4.2.

 

4.3.                 Un-Suspending customers

 

4.3.1.     Immediate / manual un-suspension

Go to the customer profile, look for the “Account Details” section and then click on the “edit” button. 

 

 

 

 

 

 

 

 

 

 

 

 

After clicking on the “Edit” button, you will see the following pop-up screen:

 

 

 

 

 

 

 

 

 

 

 

 

 

 

Click on the “Account Expiry” tab and then continue to click on the “Un-Suspend Now” button.  Remember to click on the “Save Changes” button after making any changes. 

4.3.2.     Automatic un-suspensions

The suspension module has been built to automatically un-suspend customers who have paid their account in full.  There are however a few things to remember when thinking about the automatic un-suspensions:

  • Payment first needs to be allocated to the customer profile in SageOne.  In other words, the customer’s payment first needs to reflect in your bank account. 
  • After payment has been allocated, the cron needs to run to pull all new receipts.
  • Only when the midnight cron runs, will the system be able to pick up that the account has been settled and will the automatic un-suspension take place.

4.3.3.     Un-suspended by:

If need be, you will be able to view who un-suspended a specific customer.  To view this, you will need to go to the “Customer Audit Trail” found on the customer edit screen (customer profile).  In the list of actions, you can look for the “Reset Customer Suspension” heading.  On the right-hand side, in the purple section, you will then be able to view who un-suspended the customer as well as which date and time the un-suspension took place.