- This document outlines the process for restoring data allowances for customers who have lost their data balances due to account changes, accidental cancellations, or other service interruptions.
- -Customer accidentally cancelled/finalized their account
- -System errors resulting in data balance loss
- -Other scenarios requiring data restoration as approved by management
- Confirmation of previous data balance (check system logs or finance reports), purchases etc.
- 1. Verify Data Balance History
- Check the customer's account history to confirm their previous data balance
- For accounts that were cancelled/finalized, check the balance at the time of cancellation
- Reference the finance report executed at 01:00 for the most accurate data
- Document the exact data amount to be restored
- 2. Determine Appropriate Restoration Method
- Based on the data bank type, choose the appropriate restoration method:
- Option A: For Membership Data or Rollover Data
- Use the Bank Adjustment feature directly as these banks have $0 revenue recognition:
- Navigate to the "Usage & Balance" section
- Locate the "Membership Data" or "Rollover Data" bank
- Click the "Adjust Allowance" button
- In the adjustment window:
- Verify the correct Customer ID is displayed
- Select "Membership Data" tab
- Set "Transaction Type" to "Credit" (please also use debit if moving from one account to another)
- Enter the transaction value (amount of data to restore)
- Add detailed comments explaining the reason for adjustment (max 750 characters)
- Click "Update" to apply the change
- Option B: For Revenue-Impacting Data Banks (Canada Data, US Data, etc.)
- Avoid direct bank adjustments as these affect revenue recognition. Instead:
- Use the CRM Bonus Data option
- Apply 1GB increments as needed to reach the total required amount
- Note: For large data restorations, this may require multiple entries
- 3. Verify and Document the Restoration
- Check the "Bank Statement" section to confirm the adjustment was recorded
- Verify that the customer's data balance now reflects the restored amount
- Open the customer's account
- Click the Services tab
- Go to the Services Available for Purchase section
- Increase the Show Entries filter to higher than 10
- Click Purchase on the line Bonus CRM Data - 12 Month
- Enter the comments
- Click Purchase
- Repeat clicking Purchase for the number of GB required.
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If you still require a data balance adjustment and have received approval from your manager, the CRM process is as follows:
- Click on Adjust Allowance under Usage & Balance.
- Transaction Type: Debit to remove data balance from customer and Credit to give the customer data (we only use Debit because we ask them to purchase data usually or give them the 1GB data instead of this).
- Transaction value is in bytes. Use the conversion on https://www.convertunits.com/from/byte/to/gigabyte. (Example: 1GB is 1073741823.9999983, rounded up to 1073741824).
- Enter Comments and click Update.
- Refresh the customer to see if the data value has changed.