These reconnection options give you the flexibility to determine how the system restarts final billed products and facilitate returning the customer's service to its original state:
Exclude Final Billed One-Time Charges – This option lets you exclude reconnecting previously invoiced one time charges, such as setup or installation charges. If not selected the reconnection process will reconnect and bill for a customer’s one-time charges.
Restart Final Billed Charges – This updates the start date on recurring billing charges to the reconnection date, giving you an option to bill for a partial month of service and recoup additional revenue. If you only choose the Reconnect Final Billed Items option and not choose this option the system will continue billing the monthly charges as if the service was never disconnected and will not prorate the customer for a partial month of service.
Notes:
These options are not selectable unless the Reconnect Final Billed Items option is selected.
You can set defaults for all Reconnect Information fields via Order Field Configuration. See Default/Restrict Reconnect Methods and Options at the end of this section.
In addition to these options, the Reverse Service Penalties action in Workflow supports reversing penalties applied during final billing when reconnecting an account or service. The action lets you configure the number of days the account or service is eligible for reversal of penalties (Eligibility Days). You can also configure the Disconnect Reason to reverse Early Termination Fees (ETFs) associated with contract penalties, the Adjustment Type used to reverse ETFs, and Adjustment Type to reverse Installment plan balances. Details are provided in the article for restoring a service after disconnect for non-payment in the IDI Knowledge Center.
Exclude Final Billed One-Time Charges
When this option is enabled, the system excludes reconnecting or restarting previously invoiced one-time charges, such as installation or setup charges. This option:
Excludes installment plans. Installment plans are technically one-time charges but will be reconnected since the installments are billed monthly.
Honors both service and account level one-time charges.
The option evaluates service-level one-time charges for service reconnects, and account-level charges for account reconnects. If this option is not selected, the system will reconnect and bill for the one-time charges.
Note
Use the Reverse Service Penalties workflow action to push out the installment plan dates to account for the time the installment plan was disconnected.
Restart Final Billed (Recurring) Charges
If you prorate recurring charges, this option lets you bill for a partial month of service on reconnection, and bill for the total time the service was active. The system will update or restart the start date on all recurring charge catalog items to the reconnection date. Other catalog items such as a Service, Contract, Retail Product, Pricing Plan, etc., will retain their original start date for historical purposes.
When this option is enabled, the start dates on recurring charges are updated when the reconnect order is completed. This option will:
Update feature start dates to the reconnect date. Note: Once the reconnect order is completed, both original and new start dates are displayed on feature details as shown in Display of New and Original Start Date below.
Remove the feature disconnect date.
Remove the feature Invoice # (invoice on which the feature was first billed) and Final Invoice Number (an indication the feature has been final-billed after disconnect so as not to bill again). This is required to let billing resume for the feature.
Only these catalog items are restarted:
Catalog Type = Product or Package
Charge Cycle is not equal to None or Once
Note
Items marked as installment plans are not restarted so the system can maintain the installment plan schedule. Use the Reverse Service Penalties workflow action, delivered in 22.3, to push out the installment plan dates to account for the time the installment plan was disconnected
All other product types will retain the original start dates: Service, Discount, Pricing Plan, Contract, Contract Penalty, Retail Product, One Time and Installment Products, Product or Package with a Charge Cycle of None.
The option evaluates service-level recurring charges for service reconnects and account-level recurring charges for account reconnects.
Display of New and Original Start Date
When the reconnect is complete, the feature detail views will show the original and new (reconnect) start dates. The Original field is only shown if the start date has been updated.
Default/Restrict Reconnect Methods and Options
Order Field Configuration in the Orders web module (MANAGE > Order Field Configuration) lets you set default values for existing reconnection methods and the new reconnection options. Defaulting the values ensures users make the correct selections based on your business rules, and restrictions prohibit users from changing the value.
The Order Field Configuration dialog lets you set defaults and impose restrictions for:
Exclude Final Billed On-time Charges
Reconnect Final Billing Items
Reconnect Method Primary
Reconnect Method Secondary
Reconnect Final Billed Charges
Refer to Order module help for details.