This article will walk you through how to process all the applicable contract change requests that we may receive for an Overseas Customer.


TABLE OF CONTENTS

Contract changes checklist

  • Signed contract form - a minimum of 3 pages

1st page will have the company name, billing start date, the new package details + products if there are any, the name of AM

2nd page with any changes in the billing details

3rd page will be the audit trail

  • Indicate if there’s a change from previous payment method
    By return (includes bank transfer -we sent them the bank details and calling Finance to make payment over the phone)
         Card payment over the phone (adv payers)
  • Is there a change of logo or company description?
  • Is there a change of contact details for leads: email or/and telephone number
  • Change of payer reference if the billing company name changes 

 

Signed Billing information form

Indicate the current payment method:

Periodic Billing on card (monthly payers)

Direct Debit* (monthly payers)

By return

Card payment over the phone (adv payers)

 

* Direct Debit is only available for agents with a UK bank account. If Direct Debit is the preferred payment method, the AM must also attach the DD form to the membership form.

 

Change of payment method for existing customers

  1. If changing from by return to DD as above please send the instruction to Credit Control
  2. If already on DD and changing bank account details only, please send the instruction to Credit Control.  A new payer ref does not need to be set up for a change of bank details and this can cause problems if the branch is not invoiced on the payer the DD is on.


If changing company details, or separating out branches to more than one payer, please set up a new payer ref as DD using the bank details provided

 

Contract upgrades, downgrades and additional products

 

 

NOVUS

Core Membership

Contract change

Go-live

Chargeable

Additional listings for upgrade

Monthly

Membership upgrade

Core package line:

 

1st Next month, unless the next month’s invoice has already been issued*

 

*If the next month’s invoice has already being issued, the go-live date will be the 1st of the following month.

 

Example: A contract upgrade came through on the 25th August, after the invoice for the month of September had already being issued. The Go-live date for the upgraded core package will be the 1st October.

Core package line:

 

1st Next month, unless the next month’s invoice has already been issued*

 

*If the next month’s invoice has already being issued, the chargeable date will be the 1st of the following month.

 

Example: A contract upgrade came through on the 25th August, after the invoice for the month of September had already being issued. The Chargeable date for the upgraded core package will be the 1st October.

If the customer wishes the upgrade to go live straight away we add the listings for free. This is how we process it:

“Listings Overseas” line:

  1. Under ‘Listings Overseas’ click ‘Add sale’
  2. Create Reason – Change of Package Type – Upgrade
  3. Total Units – Here you add the number of properties that will take their account up to their next package. Examples: On an upgrade from Exposure 60 to Exposure 100 Package, you add ‘40’ properties.
  4. 04.     Of which are free – enter 40
  5. 05.     Free Reason - Upgrade offer
  6. Pay Model – Monthly
  7. AM – Indicated on contract form
  8. AD – doesn’t need to be changed
  9. Click ‘Save’

You are back on the main contracts page on Novus.

  1. On the product line which you have just created, click on ‘Actions’
  2. Click ‘confirm’
  3. Go-live date – Today
  4. Click ‘Confirm’

You are back on the main contracts page on Novus.

  1. Still on ‘Listings Overseas’ click on ‘Actions’
  2. Click on ‘Process Leaver’
  3. Closure Reason – Other
  4. Closure date – This must coincide with the go-live date of the upgrade on the core package. Usually the 1st of next month (if the invoice for next month has already being issued, the date will be the 1st of the following month)
  5. Leaver AM – informed on the contract
  6. Click ‘Save’

 

 

 

Monthly

Membership downgrade

1st of next month

Unless the next month’s invoice has already been issued*

 

*If the next month’s invoice has already being issued, the go-live and chargeable date will be the 1st of the following month.

Downgrades are not pro-rated

Monthly

Adding monthly-rolling products

Today

Today

Novus calculates the pro-rata for monthly products.

 

  1. Under ‘Featured Property Overseas’ click ‘Add Sale’
  2. Create Reason – ‘Additional Product’
  3. Total Units – Enter the number of units stated on the contract form
  4. Of Which are Free – Enter ‘0’
  5. Gross Rate Per Unit – select ‘Other’
  6. Custom Gross Rate Per Unit – As per contract
  7. Pay Model Type – Monthly
  8. AM – Info on the contract form
  9. Click ‘Save’

You are now back on the main contracts page

  1. On the line which you have just created, click on ‘Actions’
  2. Click ‘Confirm’
  3. ‘Go Live Date’ - Today
  4. ‘Chargeable Date’ – Today
  5. Click ‘Confirm’

You are now back on the main contracts page.

 

 

 Note: If you are creating a new periodic billing because the customer has changed their payer reference and card details, you will also need to set the old periodic billing to ‘Inactive’ by following these steps:

  1. Go to Advanced > Subscription on EPDQ
  2. Click on the tab “Edit / View subscriptions”

    3. On the ‘Group ID’ field, enter the customer’s old payer ref and click ‘Search’ – The subscription for the old payer ref and card will come up at the bottom of the page:

       4. Click on ‘Edit / View details’

       5. Scroll all the way down to the bottom of the page and change the Status to ‘Not active’

        6. Click ‘Save’ to confirm the change

 

 

Changing a customers card details on EPDQ

This step applies to:

Old card expired

Customer has changed their bank card

Steps to change card details on an existing periodic billing on EPDQ

  1. Log into EPDQ and go to Advanced > Subscription
  2. Click on the tab “Edit / View subscriptions”
  3. On the ‘Group ID’ field, enter the customer’s payer ref and click ‘Search’ – The existing subscription for this payer ref will come up at the bottom of the page:
  4. Click ‘Edit/view details’
  5. On the next page you will be able to update the card details:

When updating card details, always make sure:

The “start date” is changed to the 1st of the next month

Example:

Card details are updated on 17/06/2020.

The “Start date” on EPDQ will be 01/07/2020

 

The ‘end date’ is changed to last day of the month PRIOR to the card’s expiry month.

Example: Card expires on May 2020.

End date on EPDQ will be: 30/04/2025

        6. Click ‘Save’ to confirm the changes

 

Changing a customer's payer reference on an existing subscription on EPDQ

This step applies to:

The customer has changed their billing information (billing name / VAT number) and their card details remain the same

  1. Log into EPDQ and go to Advanced > Subscription

        2. Click on the tab “Edit / View subscriptions”

       3. On the ‘Group ID’ field, enter the customer’s payer ref and click ‘Search’ – The existing subscription for this payer ref will come up at the bottom of the page:

         4. Click ‘Edit/view details’

        5. On the next page you will be able to change the Order ID and the Group ID:

When changing the payer ref, always make sure:

The “start date” is changed to the 1st of the next month

Example:

Payer ref is updated on 17/06/2020.

The “Start date” on EPDQ will be 01/07/2020

The ‘end date’ shouldn’t change, as the card details will remain the same. But make sure it is set to last day of the month PRIOR to the card’s expiry month.

Example: Card expires on May 2020

End date on EPDQ will be: 30/04/2025

         6. OrderID:

  • Enter the new payer ref with the format: C + new payer ref + PB
  • Click the button “ADD YYYY-MM-DD”
  • Example:

 

       7. GroupID: copy the full content of the updated OrderID and paste it in here.

Note: The subscription ID won’t change but the payment will be allocated to the right payer based on the group ID.

       8. Click ‘Save’ to confirm the changes