Managing Customer Profiles

Managing Customer Profiles

The renter profile is the central hub for all information about each of your customers on the C-Band Mailbox platform. From verification status to mail activity, billing, and communication, the profile gives you a complete picture of each renter's account. This guide walks you through every section of the renter profile, how to track document status, manage billing indicators, handle account changes, and process account closures.

Viewing Renter Profiles

Access any renter's profile from your operator dashboard:

1. Navigate to the Customer Management section
2. Search for the renter by name, email, or mailbox number
3. Click on the renter's name to open their full profile

Profile Sections

Personal Information

• Full Legal Name: The renter's name as verified during onboarding
• Email Address: Primary contact and login email
• Phone Number: For SMS notifications and account recovery
• Mailing Address: The assigned mailbox address at your location (including PMB/# for US or Suite/Unit for Canada)
• Country: Determines which compliance requirements and T&C schedule apply
• Account Created Date: When the renter's account was first created

Verification Status

The verification section shows the current status of all required documents:

• Overall Status: Verified, Pending, or Action Required
• Primary ID: Status (Approved/Pending/Expired/Rejected), document type, expiry date
• Secondary ID: Status, document type, issue date
• Form 1583 (US) / Canada Post Authorization (Canada): Status, submission date

Service Plan

• Current plan name and tier
• Plan features (scan allotment, forwarding options, storage limit)
• Monthly price
• Plan start date and next billing date
• Minimum Mailbox Term status (6-month commitment per Operator Terms & Conditions Section 5.3)

Mail Activity

Track all mail activity for the renter:

• Received: Items currently at your location awaiting action
• Scanned: Items that have been scanned (exterior or interior)
• Forwarded: Items that have been shipped to the renter or another address
• Shredded: Items that have been securely destroyed
• Picked Up: Items the renter collected in person
• Total Items: Lifetime count of all mail items received for this renter

Billing Status

Monitor the renter's billing health:

• Active: Account in good standing, payments current
• Past Due: One or more invoices are overdue. The platform automatically sends dunning notifications.
• On Hold: Account access paused due to outstanding balance. Per the Operator Terms & Conditions Section 5.4, a Non-Paying Renter is one who has been inactive for 60 or more days, triggering the account closure process.

Document Status Tracking

The platform tracks five document statuses:

• Pending: Document uploaded but not yet reviewed - appears in your review queue
• Approved: Document verified and accepted
• Expired: Previously approved document has passed its expiry date - renter must provide an updated document
• Rejected: Document failed verification - renter must resubmit with the issue corrected
• Not Submitted: Required document has not been uploaded yet

Editing Renter Information

Certain profile changes require special handling:

Name Changes

If a renter legally changes their name (marriage, court order):

• The renter must provide their new government-issued photo ID reflecting the name change
• Re-verification is required - the new ID goes through the standard verification process
• For US renters, a new PS Form 1583 must be completed with the new name and submitted to USPS
• For Canadian renters, a new Canada Post authorization form must be completed
• Update the renter's profile in the platform once the new documents are verified

Address Changes

• If the renter changes their residential address (used for verification and forwarding), update it in the profile
• New proof of address may be required

Contact Information

• Email and phone number changes can be made directly in the profile
• Verify the new email address is valid before updating

Account Closure Process

Account closure can be initiated by either the renter or the operator:

Renter-Initiated Closure

1. Renter requests account closure through the platform or by contacting you directly
2. Verify the Minimum Mailbox Term has been met (6 months). If not, remaining term fees may apply.
3. Process all remaining mail items per the renter's instructions (forward, pickup, or shred)
4. Generate a final invoice for any outstanding charges
5. Deactivate the renter's account in the platform
6. Release the mailbox number for reassignment

Operator-Initiated Closure (Non-Paying Renter)

Per the Operator Terms & Conditions Section 5.4:

1. After 60 days of renter inactivity, the Non-Paying Renter process begins
2. Send final contact attempts through all available channels
3. Process remaining mail per platform closure procedures
4. Deactivate the account

Data Retention After Closure

After account closure, retain all renter records (identification documents, verification records, transaction history) for a minimum of three (3) years per the Operator Terms & Conditions Section 8. The platform stores digital records securely for the required retention period.

Communication Tools

The platform provides communication tools for engaging with renters:

• In-Platform Messaging: Send and receive messages within the platform - all messages are logged
• Email Templates: Pre-built templates for common communications (welcome, document reminders, billing notices, account closure)
• Notification History: View all notifications sent to the renter with delivery status

For the account creation process, see Creating Customer Accounts. For managing service plans, visit Modifying Service Plans.

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