The customer service tab is where all products/services supplied to that specific customer can be found, edited or new services can be added to the customers account. This is where you control all services for a client which will influence the bill they receive.
It is possible to associate different services for each customer: Internet services, Voice services and Custom services.
In order to add a new service for the customer, select a customer from the list, go to the Services tab and click on
Add service or on the
+ sign above the service table on the right. Please note that customers have to be active on the system to make use of their services, as well as to be able to add services to their profile.
Add service or
+ button, a window will pop up for you to select a service from the list of existing tariffs.
The relation between customer, service and invoice and service accounting:
If the customer has an
unpaid recurring invoice (e.g. an invoice was created in
Billing day date at 22:00 PM) and the customer doesn't pay the invoice before the date of
Payment due (days after billing day), the customer status will be changed to
Blocked, but their service (e.g. Internet service) is still active and accounted by billing. If the customer has only the one-time invoice and it's not paid before
Payment due, the
Blocked status won't be applied to the customer, the one-time invoice will have
unpaid status. The customer won't be
Deactivation period has passed as well;
The recurring invoice status in period from
Billing day to
Payment due date is
Payment due to
Deactivation period and after
Deactivation period the invoice will be considered as
If the customer with
Blocked status pays the
overdue invoice, the customer's status will be changed to
If the customer with
Blocked status does not pay the invoice before the date of
Deactivation period date, his status will be changed to
Inactive (doesn't use service). And after he decides to pay the invoice, the status will be changed to
If the customer has
Inactive (doesn't use service) status, his service (e.g. Internet service) will be
Start date =
Billing day date and
End date =
Deactivation period date) and the duplicate of the previous service will be created with
Stopped status, its
Start date = the date of
And after customer decides to pay the
overdue invoice, the status of duplicate service will be changed to
Start date will be changed to invoice payment date.
Disablestatus but without
End dateis still accounted by billing. If you want to disable the charge for such service (-s) in the next month, please set
End dateto service or change its status to
Archivedmanually. Also, pay attention that the disabled customer service will be charged up for the whole month e.g. the disabled service
Start date= 2022-01-01, the
End date= 2022-01-25 (
Billing due(value: 15 days) and
Deactivation period(value: 10 days), as a result the disabled service is charged up to 2022-01-31)
Router - The router that API will use to connect to (for all API functions - Shaping, contention, address lists).
This is only required when using API authentication methods in Routers settings.
Service login - the username used in services such as PPPoE or Hotspot. Login must be unique in active services.
Service password - the password for the login used in services.
If the service password is not entered, the password from the Main Information page will be used.
IPv4 assignment method - the options are None (Router will assign IP), Permanent IP, Dynamic IP. (Make sure the IP's network is the same type of assignment when creating it in IPv4 manager).
IPv6 network - an IPv6 preconfigured network. You need first to add an IPv6 network in Networking → IPv6 networks → Add. For more information, read IPv6.
Delegated IPv6 network - the network, that should be used by CPE's/Home routers within LAN network.
Mac(s) - MAC address(es) of client device(s). Separated by comma.
Only the first MAC address will be used if the Authorization/Accounting method for the router is set to Hotspot (Users) / API Accounting or PPP (Secrets) / API Accounting.
Port ID - the port ID
You can edit a service, schedule a future change, change the plan, view the graph for the service, delete or geolocate the service by these icons , located in the actions column of the service table:
The following steps will show how an administrator in Splynx can change customer service in a correct way.
It is required to have more than one
Internet/Voice/Recurring tariff plan in Splynx in order to change from one to another.
For example, a customer uses Ethernet_500Mbps as his current Internet service and wants to change it to Ethernet_100Mbps (created in Tariff plans → Internet). The Ethernet_500Mbps service had been already charged and customer had paid the invoice (period: (2022-10-01 - 2022-10-31)). The Ethernet_500Mbps service start date is 2022-10-01. The new Ethernet_100Mbps service should be started on 2022-10-20 according to customer request.
Find the necessary customer and go to Services tab of their profile. There is an active service that the customer uses at the moment.
Click on (Change plan) icon in Actions column of the required service:
New plan start date(2022-10-20) and
New plan(Ethernet_100Mbps) for customer and press Apply button:
NOTE: If the option
Refund unused money is not used for recurring billing in Config → Finance → Change plan, you can change the tariff only after 2022-10-31.
More info about available settings you can find in Change plan guide.
In our case we use the next settings:
Plan change refund:
Refund unused money;
Additional fee when changing to a less expensive plan:
Additional fee when changing to a less expensive plan (value: 30);
Create invoice after service change:
Immediately till end of active month.
You can configure the above settings in Config → Finance → Change plan.
On customer balance we can see 8.71$ that were refunded:
200$/31days = 6.4516$/day 19days*6.4516$/= 122.5804$ 200$ - 122.5804 = 77.4196$ 77.4196$ - 30$ (fee) = 47.4196$ ~ 47.42$ 100$/31days = 3.2258$/day 3.2258$ * 12days (from 20 to 31 of October 2022) = 38.7096$ ~ 38.71$ 47.42$ - 38.71$ = 8.71$
In case a customer decides to change their previous service (Ethernet_500Mbps, price 200USD) on the same day of its activation (e.g. the option
Use the customer creation date as billing day is enabled under Settings of recurring billing section in Config → Finance → Settings. The customer was created on Sept 09 (Billing day), the service start date is also 2022-09-09. And the customer was charged for Ethernet_500Mbps service on Sept 09 as well) to a new one (Ethernet_100Mbps, price 100USD), the previous service will be archived and the new one will be activated on the same day.
To cancel a service you can simply set an end date on the service. This will:
Alert the system not to bill this service beyond the end date.
Set the service to a Disabled status at the end of the specified day, thereby pushing a Packet of disconnect to the NAS for the existing service when using Radius (once the customer tries to reconnect they will receive a Reject_0 address list entry or be blocked from reconnecting entirely depending on the radius config) or in the case of Mikrotik API, removing the lease/secret from the NAS.
Suggested read: My Services on Customer Portal