Customer Service Levels

Customer Service Levels

Service plans are the core of your mailbox operation's revenue model. Each plan defines the features, allotments, and pricing that determine what renters receive and what they pay. This guide provides a comprehensive overview of service plan tiers, how to create custom plans, the pricing impact on your revenue, and how to manage plan changes for your renters. Understanding service levels thoroughly enables you to match renters with the right plan, maximize satisfaction, and optimize your revenue.

Service Plan Tiers Overview

C-Band Mailbox supports flexible service plan tiers that you can customize for your operation. Each tier is defined by a combination of features and allotments:

Key Features That Define Each Tier

• Scan Allotments: The number of free scans included per month. When a renter requests a scan of their mail, it counts against their monthly allotment. Scans beyond the allotment are charged at a per-scan fee.
• Forwarding Options: The types of forwarding available - domestic forwarding (within the US or Canada), cross-border forwarding (US to Canada or Canada to US), international forwarding, and forwarding frequency (on-demand, weekly batch, daily).
• Storage Duration: How long mail is stored at no additional charge. The standard is 30 days (per the Operator Terms & Conditions Section 4.7), but premium tiers may offer extended storage.
• Priority Processing: Higher-tier plans may include priority processing for action requests, meaning their requests are processed before standard-tier requests.
• Package Handling: Some tiers include package receiving at no additional charge, while others charge per package.
• Notification Preferences: Advanced notification options such as SMS alerts and real-time push notifications may be limited to higher tiers.

Standard Plan Structure

A typical plan structure for a C-Band Mailbox operation includes three to four tiers:

Basic Plan

• Mailbox address with mail receiving
• Limited scan allotment (e.g., 5 scans per month)
• Domestic forwarding available (charged per item)
• 30-day standard storage
• Email notifications only

Standard Plan

• Everything in Basic, plus:
• Increased scan allotment (e.g., 15 scans per month)
• Domestic forwarding included (limited frequency)
• 30-day storage with extended storage available
• Email and SMS notifications

Premium Plan

• Everything in Standard, plus:
• Generous or unlimited scan allotment
• Domestic and cross-border forwarding included
• Extended storage (e.g., 60 days at no charge)
• Priority processing for all action requests
• All notification channels

Custom Plans

Not every renter fits neatly into a standard tier. The platform allows you to create custom plans tailored to specific renter needs:

When to Create a Custom Plan

• A business renter with high mail volume needs unlimited scans and daily forwarding
• A renter only needs package receiving with no letter mail services
• A renter needs specific cross-border forwarding arrangements
• A seasonal renter needs a temporary plan with different terms

How to Create a Custom Plan

1. Navigate to the Plans section of your operator dashboard
2. Select "Create Custom Plan"
3. Define the plan features: scan allotment, forwarding options, storage duration, included services
4. Set the monthly price
5. Assign the plan to the specific renter

Pricing Impact - Revenue Share Calculation

The price you set for each service plan directly impacts your revenue through the Mailbox Fees structure. Under the Operator Terms & Conditions Section 5.5:

• Gross Revenue: The total amount collected from the renter for the plan and all associated fees
• Platform Fees: The percentage retained by C-Band Mailbox for platform services
• Processing Fees: Stripe payment processing fees
• Net Earnings: What you receive after platform and processing fees are deducted

Higher-priced plans generate more Gross Revenue, but the revenue share calculation remains the same percentage. Consider your costs (rent, staff, supplies) when setting plan prices to ensure profitability.

Upgrading and Downgrading Renters

Renters may need to change plans over time as their needs evolve:

Upgrades

• Upgrades take effect immediately - the renter gains instant access to the new plan's features
• Billing is prorated - the renter is charged the difference between the old and new plan for the remainder of the billing cycle

Downgrades

• Downgrades take effect at the end of the current billing cycle - the renter retains their current plan features until then
• No prorated credit is issued for downgrades during the current cycle

Minimum Mailbox Term

All service plans are subject to the Minimum Mailbox Term of six (6) months per the Operator Terms & Conditions Section 5.3. This must be clearly disclosed to renters at signup:

• The 6-month commitment applies from the date of service activation
• Early termination may incur charges for the remaining months of the commitment period
• Plan changes (upgrades or downgrades) do not reset the minimum term

Communicating Plan Value to Renters

Effectively communicating the value of each service plan is essential for reducing churn and encouraging upgrades. When discussing plans with renters, focus on the specific benefits that address their needs rather than listing features generically. For business renters, emphasize productivity gains from faster scanning turnaround and priority processing. For personal renters, highlight the convenience of consolidated mail management and the security of having a permanent address.

Consider creating comparison materials that clearly show the differences between plans, making it easy for renters to see what they gain by moving to a higher tier. The platform's plan comparison feature can help renters make informed decisions during signup and when considering plan changes.

For more information on plan modifications, see Modifying Service Plans. For the activation process, visit Activating Services.

For additional support, visit our Help Center or submit a support ticket.