Renew Customer's Tariff Plan

Renewing extends a customer's service into a new billing cycle. You can renew one service by hand, renew straight from the customer list with a quick drawer, renew many customers at once, or let services renew themselves automatically. This page also covers changing a customer's plan, cancelling a service, and what happens when a service expires.

Where to find it: On a service page the button is Renew (when the service is due or expired) or Recharge (when it is still running and you are scheduling ahead). You can also renew from Sidebar → CRM → Customers → the row's Renew / recharge service quick action.

Renew or recharge one service

The button is labelled Renew when the service is due or already expired (it starts a fresh cycle now) and Recharge when the service is still active and you are queuing the next cycle ahead of time. The screen is otherwise the same.

1. Open the service and choose Renew / Recharge.
2. Select Plan — usually the same plan, but you can renew onto a different one from the catalogue.
3. Optionally set a Custom Prepaid Period (prepaid plans only, if you have permission): a Days value with an Expiry Date preview and an optional Reason. The maximum days is capped per branch.
4. Optionally set a Custom Price for this cycle (pre-filled with the default price).
5. Add or adjust add-ons if needed.
6. Review the price preview — it breaks down the base charge, add-ons, tax, the total the customer is charged, and any partner wallet debit.
7. Choose how to handle payment:
   • Unpaid (default) — renew and leave the invoice on the customer's account (A/R). No payment is recorded now.
   • Paid now — renew and record the payment below (method, amount, date).
8. Submit. A new cycle is created, the invoice is generated, and — if you chose Paid now — the payment dialog opens to capture it. If the wallet or available credit covers it, the invoice is settled automatically.

Quick renew from the customer list

The customer list has a Renew / recharge service action on each row that opens a slide-over drawer with the same renewal form, so you never leave the list. Before the form, the drawer shows a read-only snapshot — status, expiry date, wallet balance, outstanding due — and, importantly, any renewal-signal warnings that tell you not to renew blindly:

Signal	Meaning
Conflict	A scheduled cycle and a plan change are both queued — resolve them on the service page first.
Scheduled cycle	A renewal cycle is already queued — renewing again may double-charge.
Plan change	A plan change is queued for the next cycle.
Auto-renew off	Auto-renew is off — this service will lapse at expiry.

The drawer is titled Renew service (due/expired) or Recharge service (scheduling ahead). After it runs, an outcome panel confirms what happened — payment recorded and renewed, renewed and settled by wallet/credit, renewed with payment skipped (collect later from A/R), or renewed with the invoice left on the customer's account.

Bulk renew

To renew many services together, select customers in the list and use the Renew / Activate services bulk action. A preflight summary shows how many of the selected are eligible and how many are skipped, with a per-customer reason, plus a funding outlook estimate (likely paid from wallet / branch A/R / partner A/R / partner credit / likely to fail).

Common reasons a service is skipped: not due yet, an overdue balance to clear first, the service is blocked, it is not activated yet, a renewal is already scheduled or a plan change is queued, the plan is missing/inactive or not in the partner's catalogue, no price is set, or the partner wallet cannot cover the cost. The job runs in the background and reports processed / succeeded / skipped / failed per row.

Auto-renew: the four gates and the readiness chip

A service renews itself only when all four of these are on. If any one is off, the service does not auto-renew — it expires and waits for a manual renewal.

Gate	Where it lives
Branch auto-renewal	Branch settings (administrator).
Service Auto-Renew	The per-service toggle on the service form.
Plan "Auto Generate Invoice"	The tariff plan's settings.
Partner "Auto Generate Invoice"	The partner's settings.

The service page shows an auto-renew readiness chip so you do not have to check all four by hand:

Chip	Meaning
Ready	All gates on — the service will auto-renew when its billing date arrives.
Manual	Auto-renew is turned off for this service; renew it by hand.
Blocked	A required gate is off. The chip lists the reason — service auto-renew off, branch auto-renewal off, the plan has auto-invoicing off, or the partner's auto-generate-invoice is off.
Check	Readiness needs a review before the billing date.

Operator checklist when a service should auto-renew but the chip says Blocked/Manual: turn on the service's Auto-Renew toggle; confirm branch auto-renewal is enabled; confirm the plan has Auto Generate Invoice on; confirm the partner has Auto Generate Invoice on. Fix whichever gate the chip names.

The customer list's Expiry cell surfaces the same signals (conflict, scheduled cycle, plan change, auto-renew off) so you can spot at-risk services without opening each one.

Change a customer's plan

Use Change Plan on the service page to upgrade or downgrade.

• Change now vs Change on Next Cycle. By default the change is immediate and prorated within the current cycle. Turn on Change on Next Cycle to schedule it for the next renewal instead (billed in full at renewal, no proration). Services that have not yet generated a first cycle are forced to next-cycle.
• Proration (high level). On an immediate change, unused days of the old plan are credited and the new plan is billed only for the remainder of the cycle. A next-cycle change bills the full new plan at renewal.
• Preview. A live quote shows the current and new plan prices, the prorated customer charge (base + add-ons), tax, and any partner wallet debit.
• Conversion crossover. If the new plan flips the billing model, a banner warns "This converts the service from [prepaid] to [postpaid] billing" (or the reverse). Conversions are captured through the conversion payment flow described in the billing documentation.
• Auto-invoice warnings on next-cycle changes. If you schedule a change but the target plan or the partner has auto-invoicing off, a heads-up warns that the scheduled change will not apply automatically at renewal — the service will expire and need a manual recharge. If the service's own auto-renew is off, a separate note confirms the scheduled change will still apply for that one cycle.
• Cancel a scheduled change. A pending next-cycle change is shown on the service page with a way to cancel it; cancelling refunds any amount already collected to the customer's wallet and unblocks Change Plan and Renew again.

Cancel a service

Cancel Service appears for an active service (and requires the cancellation permission). It opens a modal that both previews the refund and takes the cancellation.

• Effective date. Pick when the cancellation takes effect, within the current cycle. Choosing today stops the service now with a prorated refund; choosing the cycle end lets it run to renewal with no refund (already paid for).
• Refund mode (if you have the override permission):
  • Time based — the standard prorated refund for the unused days.
  • Usage capped — the refund is capped by how much data the customer used.
  • No refund — retain the full charge.
• Refund breakdown. The modal shows cycle start/end, used vs remaining days, the prorated refund, the tax reversed, and how many add-ons, scheduled changes and future cycles will be removed.
• Reason + note. Choose a reason (customer request, non-payment, relocation, service quality, competitor switch, business closed, partner/branch initiated, or other); a note is required when the reason is "other".
• Confirming is final ("This action cannot be undone"). The refund is credited to the customer's wallet, and you can reopen the breakdown afterwards with View refund breakdown.

Cancelling also removes any scheduled future cycle and pending plan change automatically.

What happens at expiry

When a cycle ends and the service does not renew, it becomes Expired and the live session is dropped with a Packet of Disconnect (POD). What the customer experiences next depends on the plan's expiry policy:

• Disconnect — the customer is rejected and has no access until they renew.
• Reduced speed — if the plan defines an expired policy, the customer can still authenticate but is held to a limited speed (a walled-garden/low-speed profile) until they renew.

Suspended, past-due services also expire. A service suspended for an overdue balance still reaches its expiry date and transitions to Expired with the same disconnect/policy behaviour.

Speed and policy changes apply on reconnect

AltRadius uses Packet of Disconnect (POD) only — there is no live Change-of-Authorization. When you renew onto a different plan, change the plan, block, or expire a service, the customer's current session is disconnected and the new speed or policy takes effect when they reconnect and re-authenticate. Expect a brief drop, then the new profile.

Troubleshooting / FAQ

• The service didn't auto-renew. Check the readiness chip on the service page — one of the four gates (service, branch, plan, partner) is off. Turn it on, or renew manually.
• Quick renew warns about a scheduled cycle. A renewal is already queued; renewing again may double-charge. Resolve it on the service page before renewing.
• A bulk renew skipped a customer. The preflight lists the exact reason per row — often not due yet, blocked, overdue, already scheduled, or a plan/pricing problem.
• A scheduled plan change didn't apply at renewal. The plan or partner had auto-invoicing off, so the service expired instead — recharge it manually and fix the auto-invoice setting.
• The customer is still on the old speed after a plan change. Speed changes apply on reconnect (POD only). Have the customer reconnect to pick up the new profile. </content>