Modifying Service Plans

Modifying Service Plans

As your renters' needs change over time, you may need to modify their service plans. Whether a renter needs more scans, wants to add forwarding services, or is looking to reduce costs, the C-Band Mailbox platform makes plan modifications straightforward. This guide covers the complete process for upgrading, downgrading, and customizing renter service plans, including prorating calculations, Minimum Mailbox Term considerations, and the impact on your billing and revenue.

Upgrade Process

When a renter needs more features or higher allotments, an upgrade is the appropriate modification:

How Upgrades Work

• Immediate Access: When you upgrade a renter's plan, they gain instant access to the new plan's features. There is no waiting period - the upgrade takes effect as soon as it is processed.
• Prorated Billing: The renter is charged the difference between the old plan price and the new plan price for the remainder of the current billing cycle. This prorated charge appears on their next invoice.

Processing an Upgrade

1. Navigate to the renter's profile in your operator dashboard
2. Go to the Service Plan section
3. Click "Change Plan" and select the new, higher-tier plan
4. Review the prorated charge that will apply
5. Confirm the upgrade
6. The renter receives an automatic notification about the plan change

Downgrade Process

When a renter wants to reduce their plan tier or features:

How Downgrades Work

• End of Billing Cycle: Downgrades take effect at the end of the current billing cycle. The renter retains access to their current plan's features for the remainder of the period they have already paid for.
• No Prorated Credit: No refund or credit is issued for the current billing cycle when downgrading. The renter has already paid for the full month at the higher tier.

Processing a Downgrade

1. Navigate to the renter's profile
2. Go to the Service Plan section
3. Click "Change Plan" and select the new, lower-tier plan
4. Confirm the downgrade
5. The platform schedules the change for the end of the current billing cycle
6. The renter receives an automatic notification with the effective date

Minimum Mailbox Term Implications

All service plans are subject to the Minimum Mailbox Term of six (6) months per the Operator Terms & Conditions Section 5.3. Plan modifications interact with the minimum term as follows:

• Upgrades: Do not reset the minimum term. The original 6-month commitment from the activation date still applies.
• Downgrades: Do not reset the minimum term. If the renter downgrades before completing their 6-month commitment, the minimum term remains in effect at the original commitment level.
• Early Termination: If a renter wants to cancel their plan before completing the 6-month minimum term, they may be charged for the remaining months of the commitment.

Mid-Cycle Changes

When plan changes occur mid-cycle, the platform handles the billing adjustments automatically:

Prorated Calculations

• For upgrades: (New Plan Price - Old Plan Price) x (Remaining Days in Cycle / Total Days in Cycle) = Prorated Charge
• For downgrades: No prorated credit - the change takes effect at the next billing cycle
• The platform calculates these amounts automatically and includes them in the appropriate invoice

Custom Plan Modifications

If a renter has a custom plan, modifications are handled manually:

• Adjust individual features (scan allotment, forwarding options, storage duration) as needed
• Update the plan pricing to reflect the changes
• Prorate as appropriate based on whether features are being added (upgrade) or removed (downgrade)

Communication to Renter

The platform automatically handles renter notifications for plan changes:

• Upgrade Notification: Sent immediately upon upgrade, confirming the new plan, features, and prorated charge
• Downgrade Notification: Sent immediately upon scheduling, confirming the new plan, effective date (end of current cycle), and features available on the new plan
• Invoice Notification: Prorated charges and new plan pricing appear on the next invoice with clear line items

Bulk Plan Changes

If you need to modify plans for multiple renters simultaneously (e.g., a pricing change across all renters):

1. Navigate to the Plans section of your operator dashboard
2. Select the plan to modify
3. Make the changes (pricing, features, allotments)
4. Choose whether to apply changes immediately or at the next billing cycle for each affected renter
5. Review the impact summary showing the number of affected renters and billing changes
6. Confirm the bulk change
7. All affected renters receive notifications about the plan modification

Impact on Billing and Mailbox Fees

Plan modifications affect your revenue through the Mailbox Fees structure:

• Upgrades increase the Gross Revenue from the renter, which in turn increases your Net Earnings
• Downgrades reduce the Gross Revenue starting from the next billing cycle
• Custom plan pricing directly impacts your revenue share calculation per the Operator Terms & Conditions Section 5.5

Handling Plan Modification Requests

When a renter requests a plan modification, take the opportunity to understand their changing needs. A renter requesting a downgrade may be experiencing financial constraints, or they may simply not be using the features of their current plan. In either case, discuss their usage patterns and help them find the plan that best fits their actual needs. A satisfied renter on a lower plan is more valuable long-term than a dissatisfied renter who eventually cancels.

For upgrade requests, confirm that the renter understands the new plan features and pricing before processing. Provide a clear comparison between their current plan and the proposed upgrade, highlighting the additional value they will receive. Document all plan modification requests and confirmations in the platform for audit trail purposes.

For an overview of service tiers, see Customer Service Levels. For billing cycle details, visit Understanding Billing Cycle.

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