1. The reseller module:
Videos: Reseller Module Setup
Videos: Marking a customer as reseller
Videos: Linking customers to a reseller
Videos: Reseller Portal
HeroTill now has a reseller module. In this module, ISP’s and resellers are able to better manage their customers and commissions that need to be paid out. With the reseller module, you can pre-determine commission percentages or fixed amounts for all products such as LTE, Wireless and Fibre. To ensure that the commission section of resellers work, all products will then need to be linked to a specific commission category.
All resellers will receive the default commission structure. Should the specific reseller receive more commission on wireless products than other resellers, then you will be able to override the wireless percentage for that specific reseller.
Resellers can choose whether they would like to work on a once off commission structure or a recurring commission structure. Should they choose once off, they will receive the full data product amount where as they choose the recurring commission structure, they will get a certain percentage or fixed amount every month. It is important to note that a reseller cannot claim commission on an invoice until his or her customer has fully paid that invoice.
Furthermore, the new module will also give you the ability to keep track whether a commission item has been paid out or not. After the ISP has made the payment or applied credit to the reseller’s account, the ISP will need to mark the specific commission item as paid.
Resellers will now also be able manage their customers in terms of viewing their billing, their tickets and requesting billing or contact information updates for their customers. From the reseller portal, the reseller will also be able to view a list of all leads assigned to them, in which workflow section the lead is as well as view a list of all commission items that should be paid out to them.
2. Setting up resellers
To enable your module, please ask your system administrator to contact the HeroTill team to enable the reseller module. Once the module has been updated, you will need to complete the setup as per the steps below.
2.1. Reseller Setup
After the reseller module has been enabled, you will need to determine the commission structure that you want to work with. To do this, go to “Sales” – “Sales Settings” and then click on the “Reseller Setup” option.
On the following screen, you will need to determine the following:
2.1.1. Reseller Setup
| Blue: | In this section, you will need to determine whether you mostly work on a once-off or monthly commission base. This means that:
|
| Purple: | Here you need to set the VAT allocation that you would like to make use of:
|
2.1.2. Reseller Commission Report
| Orange: | This will allow you to determine on which day of the month the reseller commission report can be pulled. |
| Red: | This section will allow you to be able to pull report a few days before or after the original report day as set up in the orange section. |
| Pink: | If this toggle button is switched to yes, you will allow your sales and helpdesk admin users to download the commission report at any time. If the toggle button is switched to no, then all users will only be able to download the report as per the time frame(s) set up in the orange and red section(s). |
| Purple: | Here, you will need to determine the period for transactions. In other words, would you only like to view all unpaid commissions for the current month or would you like to view all unpaid commissions for three months? Etc. |
| Blue: | If the toggle button is switched to yes, then all reports will automatically be sent to resellers on the date specified in the orange section. You will also be able to edit the email message that will be sent to the reseller. If the toggle button is switched to no, then all reports will have to be manually downloaded and sent to resellers. |
| Green: | If the toggle button is switched to yes, then all reports will automatically be sent to resellers on the date specified in the orange section. You will also be able to edit the email message that will be sent to the reseller. If the toggle button is switched to no, then all reports will have to be manually downloaded and sent to resellers. |
Remember to click on the “Update” button after making any changes.
2.2. Commission Categories
The commission categories section will allow you to determine a default commission percentage or amount for each product type. This default percentage or amount will then be applied to all resellers. You will, however, be able to overwrite the wireless commissions percentage or amount per individual reseller. Currently, the overwrite function is only available for wireless products.
*Please note that if your commission categories are not set up, the commission section of the reseller module will not work.
To set up your default commission structure, go to “Billing” – “Billing Setup” and then click on the “Commission Categories (Defaults)” option.
On the following page, you will see a list of all commission categories. We have added the basic categories for the ISP’s, but it is the responsibility of the ISP to add any additional categories that they need as well as to manage the current categories.
| Blue: | If you need to add any additional commission categories, click on the “Add Commission Category” button. |
| Green: | In this section, you will be able to view a list of all your commission categories. |
| Orange: | Here, you will be able to see the percentage of commission that the reseller will receive for each category.
*Please note that you can either choose the percentage or the amount of commission, but you cannot choose both. |
| Red: | In this section, you will be able to view the amount of commission that for each commission category.
*Please note that you can either choose the percentage or the amount of commission, but you cannot choose both. |
| Purple: | These buttons will allow you to edit or delete the commission category. Please note that you cannot delete a category if there are currently any products linked to it. |
2.2.1. Adding Commission Categories
To add a new commission category, click on the “Add Commission Category” button.
After clicking on the button, you will see the following screen:
Add a “Description” (name) for you commission category and continue to either fill in the “Commission Percentage” or the “Commission Amount”. Remember that you can only choose one of the commission methods, not both. Only enter numbers in this section and separate all decimal numbers by adding a full stop. After you have finished filling in the details, click on the “Add Commission Category” button.
2.2.2. Editing Commission Categories
To edit a commission category, click on the “Edit” button found on the right-hand side of the category that you would like to edit.
On the following screen, you can either edit the “Commission Category Details” or view the “Audit” trial.
2.2.2.1. Commission Category Details
On the “Commission Category Details” tab, you will be able to edit the “Description” or the “Commission Percentage” or “Commission Amount”.
Remember to click on the “Update” button after making any changes.
*If you enter a commission percentage, please note that the decimal should be separated with a full stop and not a comma.
2.2.2.2. Audit
Each commission category has an audit trial linked to it to ensure that all changes to the category can be tracked. To view the audit trail, click on the “Audit” tab.
In the red section, you will be able to see who created/edited the commission category as well as what details have changed.
2.2.3. Deleting Commission Categories
If you need to delete a commission category, click on the “Delete” button found on the right-hand side of the category. Please note that you can only delete categories that your ISP have manually created and that categories cannot be deleted if it is still linked to any products.
2.3. Data Packages Commission Setup
The last part of the reseller module setup requires you to mark your data packages with the relevant commission category. You will need to do this on all products that you are planning on giving resellers commission on. If this is not done, the commission part of the reseller module will not work.
Most products i.e. the wireless and fibre products will automatically default to wireless. This means that you need to manually change all fibre and LTE products to the correct commission category. To find the list of data packages, go to “Billing” – “Products” and then click on the “Data Products” option.
You will now see a list of all your data products.
2.3.1. Show/Hide Columns
To see which products have already been assigned to a commission category, click on the “Show/Hide Columns” button.
On the drop-down menu, click on the following three options:
- “CommissionCategory”
- “CommisionPercentage”
- “CommissionAmount”
After you have clicked on these three options, click on the “Show/Hide Columns” button again to make the menu disappear. In your product list, you will now see three additional columns.
| Green: | In this section, you will be able to view the commission category that has been linked to the specific product. |
| Blue: | Here, you will be able to view the commission percentage that has been linked to this product.
Please note:
|
| Purple: | In this section, you will be able to view the commission amount that will be allocated to the reseller.
Please note:
|
2.3.2. Editing data packages
To ensure that the commissions for the resellers work, you will need to ensure that:
- The product is visible to admins
- The product is visible public
- You have linked a commission category to the product.
To do this, click on the “Edit” button found on the right-hand side of the product.
After clicking on the “Edit” button, you will see the following pop-up screen:
2.3.2.1. Primary Details
On the “Primary Details” tab, you need to ensure that you switch the toggle button to yes for “Visible to Admin Users” and “Visible to Customers”.
2.3.2.2. Billing
On the “Billing” tab, choose the applicable “Commission Category”.
Remember to click on the “Save Changes” button after making any changes.
2.4. Reseller Notification setup
With the reseller module, you will also be able to determine whether or not resellers should receive notifications when one of their sub-accounts (customers) is queued for suspension. If you would like to enable this function, you enable this permission in your notification set up as well as on the specific reseller who would like to receive these notifications.
To find your notification setup, go to “Setup” and then click on the “Notification” option.
On the following screen, scroll down until you find the “Reseller Suspension Notifications” option and then switch the toggle button to “On”.
*Please note that this section is only applicable is you are making use of the new suspension module. For more information on the new suspension module, please refer to our suspension module guide on our website.
3. Marking a customer as a reseller
3.1. How to mark a customer as a reseller
To mark a customer as a reseller, you need to start off by going to the customer profile. Look for the “Account Details” section and then click on the “Edit” button.
Go to the “Master” tab and then enable the “Master Account” setting.
After the enabling the master account setting, you will need to complete the following settings:
| Yellow: | If toggled to yes, the reseller will receive all invoices for his customers. This will be an individual invoice for each individual customer that is linked to his or her reseller profile.
If toggled to no, each customer linked to the reseller will receive their own invoice. The reseller will however still be able to view their invoices and statements from his reseller portal. |
| Orange: | Here you need to switch the toggle switch to yes to mark the customer as a reseller. |
| Red: | In this section, you can add the reseller’s logo. The ideal size is up to 40px high and max 100px wide, with a transparent background. |
| Pink: | If you want the reseller logo to appear on the invoices, switch the toggle button to yes. If you do not want the reseller logo to appear on the invoices, leave the toggle button switched to no. |
| Purple: | This will allow the reseller to manage their own customer from their reseller portal. Please refer to section 5 For more information as to what the reseller will be able to manage. |
| Light Blue: | If you would like the reseller to receive notifications when one of their customers (sub-accounts) is queued for suspensions, you can enable this function. The reseller will then receive one email a day listing all the sub-accounts which have been queued for suspension. |
| Dark Blue: | Here you will be able to determine whether the reseller can view his commission. |
| Black: | In this section, you will be able to determine whether the reseller commission is once-off method or monthly recurring.
If you choose the monthly commission option, then you will be able to override his default commission percentage on Wireless items. If he is receiving the normal default commission percentage, then you do not have to make any changes here. |
3.1.1. Viewing a list of all resellers:
To view a list of all your current resellers, go to “Customers” and then click on the “Resellers” option.
You will now see the following page:
| Light Blue: | Here you can view the reseller name and contact information. |
| Dark Blue: | In this section, you will be able to view when the customer became a reseller. |
| Green: | Here you will be able to see your specific reseller setting i.e. if they can manage their own customers etc. |
| Orange: | In this section, you can view the number of customers that are linked to the reseller. |
3.2. Linking old customer profiles to resellers
After the customer has been marked as a “Master Account”, you will need to start linking all this reseller’s customers to their profile. Please note that the ISP will need to link the customer to the reseller and that the reseller will not have the ability to do it themselves. To link a customer to a reseller, go to the reseller’s customer profile and “Edit” the “Account Details” again.
Once the pop-up screen appears, go the “Sub Accounts” section. Click on the “Add” button to add new customers to the reseller’s profile.
After clicking on the “Add” button, you will see the following screen:
Click on the drop-down menu and select the customer that you would like to link to the reseller’s account and then click on the “Add” button.
You will now see a list of all customers linked to the reseller’s profile as well as the specific customer’s details. Click on the black button to open a specific customer’s profile or click on the red cross to remove the customer from the reseller’s list.
Remember to click on the “Save Changes” button after making any changes.
3.2.1. How will I know a customer has been linked to a reseller?
After the customer has been linked to the reseller’s profile, they will have a big banner on top of their profile to say, “This is a sub-account of (reseller name)”.
3.2.2. View a list of the reseller’s customers:
There are two ways in which you can view the list of your reseller’s customers. The first method will be to filter you customer list and the second way will be to view the list of sub-accounts found on the reseller portal.
3.2.2.1. Customer List view
To view a list of all the reseller’s customers, go the list customer screen and then use this filter function. When choosing the relevant reseller here, the list will automatically filter to all customers linked to the specific reseller.
3.2.2.2. Sub-accounts on reseller profile
The other method to view the customers linked to a specific reseller is by going to the reseller’s profile or customer edit screen. Underneath the account details section, you will be able to view the “Sub-Accounts” section. This will allow you to quickly view the customer details as well as let you quickly go to the customer’s profile.
4. Reseller leads
All new reseller leads will go through the lead to receipt process – just like normal leads. The only difference is that the lead will be assigned to the reseller to ensure that they can track to progress from their reseller portal. For more information on the lead to receipt process, please refer to the lead to receipt manual.
4.1. Resellers submitting leads
Resellers will have the functionality to submit new leads for potential customers on their reseller portal. When submitting the lead, it is important that the reseller is diligent when filling out the customer details. For more information on how to do this, please refer to section 5.8.
4.2. Customers submitting leads
The reseller will also be able to send the potential customer a link to which they can submit their own lead. If the customer submits the lead through this process, the lead will be assigned to the specific reseller that the customer is working through. The reseller can find this link in their reseller portal under the account info tab. For more information on how to get to this tab, please view section 5.3.
4.3. Capturing leads for reseller customers
In the case that the sales agent should capture the lead for a reseller, they will submit the lead as per the normal lead to receipt process. After the lead has been captured, the sales agent will assign the lead to a reseller. For more information on how to assign or re-assign leads, please refer to the lead to receipt manual.
5. Reseller portal
The reseller portal is based on the normal HeroTill customer portal, but with a few additional functions for resellers who are able to manage their customers.
5.1. How to log into my reseller portal?
To log into the reseller portal, you will need to open your HeroTill in your browser. In the top right-hand corner, click on the “Sign In” button.
You will now be requested to log into your portal. Enter your “Username or Email Address” and your “Password” and then click on the “Sign In” button. Your username refers to your customer code. If you do not know what your login details are, click on the “Forgot Password” button and follow the instructions or ask your contact person at the ISP to send you a password reset email.
After signing in, you will now see the following page:
5.2. Doing a speed test
This section will allow you to do a speed test on your current internet line. Please note that you should only use this speed test function for your OWN internet connection on your ISP provided connection. In other words, you cannot use this function to do a speed test for your customers (sub-accounts).
To do a speed test, click on the “Speedtest” button.
On the following screen, click on the “Run Speedtest” button.
You will be able to see the results for the speed test in the middle section of the screen. At the bottom, you will also be able to see all previous speed tests that have been done. All these results will also pull through to your customer portal.
5.3. Managing your customers
To manage your customers, click on the relevant button which you would like to action.
| Orange: | This button will allow you to update your or your customer’s details. |
| Red: | In this section, you will be able to view and download invoices and statements for your customers. You will also be able to see whether certain invoices have been paid or not. |
| Pink: | Here you will be able to view your own or the customer’s usage. |
| Purple: | In this section, you will be able to submit and view your own helpdesk tickets. You will also be able to view your customer’s helpdesk tickets, but please note that at this stage you will not be able to submit helpdesk tickets for them. Your customers will need to submit their own helpdesk tickets from their customer portal. |
| Blue: | Here you will be able to view more information about the commission that is owed or has already been paid to you. |
| Green: | This section will allow you to submit new leads for potential customers as well as track the progress of the lead. |
| Black: | In this section, you will be able to view more information about your customer’s account. |
After clicking on one of the above action buttons, an additional field will appear to the right-hand side of the “Customers” button. Click on the drop-down menu to choose a customer’s profile on which you would like to work. Please note that this list consists of customers who have either already received an installation or are in the process of receiving their installation.
*Please note:
Once a customer has accepted the quote, a customer profile will be created for them. Once the customer profile has been created, they will be able to access their own online portal in which they will be able to, do most of the action listed in the following section. For more information on the customer portal, please refer to the customer portal manual.
5.4. Update customer information
In this section, you will be able to update your own information or your customer’s information. Remember that your customers will also be able to update their own information by logging into their customer portal. To update the account information, click on the “Account Info” button.
After clicking on the “Account Info” button, you will see the following screen:
This screen will allow you to update either your own or a customer’s “Account Information” or their “Billing details”. The customer details that you view will default to the details found on your customer profile. If you would like to change one of your customer’s details, remember to select the customer in the dark blue section.
5.4.1. Account information
To request an account information update, click on the “Update” button.
Please note that the information that you can update for companies and individual customers (home users) will differ. In the table below, you can see which information you will be able to requests changes for when it comes to companies as well as individual customers.
Companies:
|
Individual Customers:
|
*All items listed in bold are compulsory fields. You will not be able to request an update if these fields are not completed.
After making any changes, remember to click on the “Request Update” button.
5.4.2. Billing information
To request an update for billing information, please click on the “Update” button.
After clicking on the “Update” button, scroll down to the bottom of the page. There you will see the section where you can update the customer’s or your own billing information.
You will be able to choose between 4 different “Payment Methods”:
- Direct Debit
- EFT
- Credit Card
- Cash
After choosing the relevant payment methods, click on the “Request Update” button. Please note that if you choose direct debit as a payment method, then you will need to provide the customer’s banking details.
5.5. Billing
When it comes to billing, there are two ways in which this can take place.
- Each customer can be billed individually, and they pay the ISP.
- You get billed for each customer, the customer pays you and you pay the ISP.
5.5.1. When your customers are billed for their own account
This means at the end of the month, each one of your customers will receive an invoice form the ISP. It is then the customer’s responsibility to ensure that their account is settled each month. You, as the reseller, will however still be able to download this customer’s invoices and statements and send it to them as well. The customer will also be able to log into their customer portal and download their own invoices and statements.
To do this, go to the “Billing” tab in the reseller portal. Remember to choose the customer’s whose invoices and statement that you want to download.
| Light Blue: | Here you can see what type of document it is i.e. a credit note or invoice as well as what the document number is. |
| Purple: | In this section you will be able to see on which date the document was created as well as when the due date is. |
| Pink: | This section will show you the document status i.e. paid, unpaid or overdue. |
| Orange: | Here you can see what the total for the document is. |
| Green: | Click on the statement button to download a statement. If the document doesn’t open in a new tab, please check for any pop-up blockers. |
| Black: | The view button will allow you to view the document. If the document doesn’t open in a new tab, please check for any pop-up blockers. |
The customer’s invoices will look similar to the screenshot below:
5.5.2. When you are billed for all your customers
This means that you will be billed for each customer linked to your profile. In other words, instead of the customers being billed and held responsible for settling their account with the ISP, it is now your responsibility to settle your customer’s accounts with the ISP.
To do this, go to the “Billing” tab in the reseller portal. Remember to choose your own customer name to be able to download the relevant invoices and statement.
| Light Blue: | Here you will be able to find a list of all invoices made out to you. |
| Green: | Click on the statement button to open your statement. If the statement doesn’t open, please check for any pop-up blockers. |
| Black: | The view button will allow you to view the billing document. If the document doesn’t open in a new tab, please check for any pop-up blockers. |
The invoices made out to you as the reseller will look similar to the screenshot below:
5.5.2.1. How do I know for which customer the invoice is?
An important thing to note on this invoice is the “ORIGIN REF” section. In this section, you will be able to see the customer code of the sub-account that this invoice relates to.
5.6. Usage
The reseller will also be able to view their customer’s usage. They will however not be able to request top-ups for their customers. Reseller customers will still need to do this themselves.
To view the customer’s usage, go to the “Usage” tab. Remember your “Customer Filter” should you want to view a specific customer’s usage.
You will now see a screen that looks similar to the one below:
| Orange: | These buttons will allow you to switch between different months. |
| Pink: | In this section, you will be able to see the total usage to date as well as on which package the customer is. |
| Purple: | Here you will be able to see all the customer’s data accounts (if they have more than one) as well as the usage for each account. |
| Blue: | In this section, you will be able to view a summary of the customer’s billing history. |
| Green: | This section will show you a summary of the customer’s daily usage for the month in terms of uploads and downloads. |
5.7. Helpdesk Tickets
In the resellers portal, you will see that there is a section for tickets. From this section, you can:
- Submit your own tickets
- Reply to your own tickets
- View your customer’s tickets.
Currently, there is no functionality to create or manage your customer’s tickets, but you can view them and keep track of any progress. To find the helpdesk tickets, click on the “Helpdesk Tickets” option. The list will automatically be filtered for your tickets. If you would like to see your customer’s tickets, remember to choose their name in the drop-down menu.
In the pink section, you will see a list of all the tickets relating to either your profile or your customer’s profile.
5.7.1. Creating new tickets
Remember that you can only create new tickets for your own profile. If any of your customers would like so submit support queries etc. then we will encourage that they submit their own tickets from their customer portal.
To add a ticket, click on the “Submit a new Ticket” button.
You will now see the following pop-up screen:
| Orange: | Enter your ticket title here. Your ticket title is equivalent to an email subject. |
| Pink: | Choose your ticket department from the drop-down menu. |
| Purple: | Next, you will need to choose the ticket category i.e. no internet or debit order. |
| Blue: | In this section, you need to type your message. |
After you have completed all the details above, click on the “Create” button. If you would like to cancel the ticket creation, click on the “Close” button.
5.7.2. Viewing Ticket details
To view a specific ticket’s details, click on the ticket “ID”.
After clicking on the ticket ID, the following screen will appear on the left-hand side.
| Light Blue: | By clicking on this link, the ticket will open for you and you will be able to read all messages in a bubble conversation style. |
| Purple: | In this section, you can see all the ticket details you entered when originally creating the ticket. |
| Dark Blue: | After your query has dealt with, you have the option to rate the service you have received. If you choose to rate the service, you will need to choose between 1 and 5 stars and add any additional comments. |
| Green: | If you need to add a new note, you can click on this button. Type your note on the pop-up screen and then continue to click on the add note button. |
| Red: | Here you can see a short history of all actions that have taken place on this ticket. |
5.8. Commission
You will be able to ask your ISP to enable the commission section for you. To view your commission section, click on the “Commission” tab.
5.8.1. Commission list
On the following screen, you will be able to view the following information:
| Yellow: | You can use these filter functions to filter your list according to months, commissions that have been paid out as well as for all invoices that have not been paid by the customers. |
| Orange: | This button will allow you to download an unpaid commission report. This report will give you a better idea of which commissions have not been paid. |
| Red: | Here, you can view the month in which the commission was earned. |
| Pink: | This section will show you the commission type assigned to your profile. It can either be once off or monthly. |
| Purple: | This will show you the customer’s monthly revenue amount. |
| Light Blue: | Here, you can see the amount of commission that you will receive. |
| Dark Blue: | In this section, you will be able to see whether your commission has been paid out or not. |
| Dark Green: | In this section, you will be able to see whether the customer has paid their invoice or not. Please remember that you can only receive commission once the customer has fully paid the outstanding invoice. |
| Light Green: | Here you will be able to view the customer name. |
5.8.2. Unpaid Commission Report
Click on the “Unpaid Commission Report” button to download the PDF generated report. The report will look similar to the report
5.8.3. View how the commission is calculated:
From your reseller portal, you will also be able to view how the commission has been calculated for the specific invoice. To do this, click on the “View Commission Calculations” button.
On the following pop-up screen, you will see the following:
| Green: | This will show you the total amount of commission that you will receive the invoice. |
| Light Blue: | Here you can see on which product you are receiving commission. |
| Dark Blue: | In this section, you can see what commission category the product is. |
| Purple: | This will show you the total monthly cost of the data product. |
| Pink: | You can receive commission in one of two ways:
In this section, you will be able to see either what percentage you will be receiving or what the fixed amount is that you will receive for the product. |
| Orange: | Here you will be able to view the commission amount that you will receive for that specific line item. |
5.8.4. How will I know if the commission item has been paid out?
Depending on your agreement with the ISP, you might still need to send them an invoice or follow up on whether credit has been allocated to your account. Once the ISP has marked the commission item as paid on their side, you will receive an email similar to the one below:
Please ensure that you have received this payment. If you have not received the payment, please follow up with your service provider.
5.9. Leads
All new leads will need to go through the ISP’s normal sales process. For more information on your ISP’s sales processes, please contact your relevant account manager. To find your leads section, log into your online portal and then go the “Leads” section.
You will now see the following screen:
5.9.1. Add new sales leads
Leads can be submitted in three different ways:
- You can submit your own leads.
- Customers can submit their own leads using your reseller link.
- Sales agents can capture and assign leads to you.
5.9.1.1. Submitting your own leads
To add a new lead, click on the “Add Sales Lead” button.
You will now be redirected to the following screen:
Remember to always add the customer information in a diligent manner to ensure a smoother process.
| Orange: | Here you will need to add the customer contact information. |
| Red: | In this section, you will add the customer’s address. |
| Blue: | After adding the customer’s address, click on the “Show on Map” button. |
| Pink: | You will need to accept the terms and condition in section before being able to submit the lead. |
After all the details have been completed, click on the “Submit” button. If the lead was submitted successfully, you will see the following pop-up screen.
5.9.1.2. Letting the customers submit their own leads
If you would like your customers to submit their own leads, you can do this by copying and sending them your reseller signup URL. You can find this link under your account tab. For more information on how to get to the account section, please refer to section 5.3.
When your customers open the link, they will be redirected to sales lead page where they will need to complete their “Contact Information” and “Address”, accept the “Terms and Conditions” and then click on the “Submit” button.
5.9.1.3. When the ISP sales agent needs to capture your lead
If need be, the sales agent can also capture a lead for you. In the case that this happens, the lead will then just be assigned to you as a reseller and you will still be able to receive your commission.
5.9.2. List of all current leads
Under your leads section, you will also be able to see a list of all current leads that are assigned to you.
| Red: | This will show you which date and time the lead was submitted. |
| Pink: | Here you can see the customer’s contact details. |
| Purple: | In this section, you will be able to see the lead status i.e. submitted, survey scheduled etc. |
| Dark Blue: | Here you can see which sales agent is attending to the customer. |
| Light Blue: | This will show you in which workflow section the lead currently is. There are 7 workflow statuses:
|
5.9.3. View all calendar events
From your online portal, you will also be able to view all site surveys and installations that have been scheduled for your customers. To view these events, click on the “View Calendar Events” button.
After clicking on the “View Calendar Events” button, you will be able to see a list of all scheduled events.
You will be able to see information such as the date the job is scheduled, for which customer the job is, what the job type is and where the job will take place.
5.10. Customers
Under the “Customer” section, you will be able to see a list of all the customer’s linked to your profile. You will also be able to filter your customer list to according to certain items such as payment methods, companies or individuals etc.
5.10.1. Filter functions
When viewing your customer list, you will be able to filter your list according to the following:
| Yellow: | The date on which the customer’s debit order should be deducted. |
| Orange: | To only see companies or individual customers. |
| Red: | To only see normal or Pre-paid customers. |
| Pink: | For a list of all customers that are verified or customers that are not verified. |
| Purple: | To see a list of all active customer or customers who have cancelled. |
| Dark Blue: | This will filter the list for you to see a list of all customer that are either enabled or disabled. |
| Light Blue: | To be able to see a list of all customers that are currently suspended. |
| Green: | For a list of normal customers or VIP customers. |
| Brown: | For a list of either normal or deleted customers. |
| Black: | According to the specific payment method i.e. debit order. |
5.10.2. Customer List
In your customer list, you will be able to view the following information:
- The customer or business name
- Contact details
- Status (Suspended, Cancelled, cancelling)
- Balance outstanding
You can also use the buttons on the right-hand side to quickly go to:
- Account information screen for the specific customer
- View the billing for the specific customer
- View the specific customer’s usage
- View the specific customer’s tickets.
5.10.3. The customer’s profile
Resellers will now also have the option to view their customer’s (sub-accounts) customer profile. This screen is very similar to the normal HeroTill customer screen, with the exception that the reseller won’t be able to make any changes to these details.
To find the customer profile, click on the black button found on the right-hand side of the customer name.
On the following screen, you will be able to see:
- Customer account and contact information
- Recurring Billing information
- Data account and radius information
- Speed test results for all speed tests submitted by the customer
- VoIP and information (if provided by your ISP)
- A list of all top-ups that have been done
- A summary of data usage.
5.10.4. Customer Usage List
If you would like to view a list of all your customer’s usage, then you can do this by clicking on the “Customer Usage” button.
You will now be redirected to the following page:
You will now be able to view more information on the customer’s data package, cap, which high site they connect to as well as the total monthly billing for the specific customer. You will also be able to filter this according to high site, normal and pre-paid customers and month.
You can also use the buttons on the right-hand side to quickly go to:
- Account information screen for the specific customer
- View the billing for the specific customer
- View the specific customer’s usage
- View the specific customer’s tickets.
6. Reseller Commissions
Resellers will only be able to view commission once the relevant invoice(s) have been paid in full by their customers. After these invoices have been paid, the WISP will be able to pull a list of all paid and unpaid commissions as well as a monthly unpaid reseller commission report.
6.1. Reseller unpaid commission Report.
To find this report, go to the reseller list (please refer to 3.1.1. for more information). Once the list is finished loading, you can click on the “Download Unpaid Commission Report”.
If the report doesn’t automatically open, please check for any pop-up blockers and then allow the pop-up blockers.
6.1.1. Permissions needed to download the report
To be able to generate and download the unpaid commission report, you will need to enable one of the following permissions:
- Resellers – Read
- Sales Supervisor – Read
- General Manager – Read
- System – Read.
Please note that this will only work if the reseller and commission debug switches are enabled.
6.2. List of all reseller commissions
To find a list of all commissions that need to be paid out, go to “Billing” and then click on the “Commission” option.
You will now see the following screen:
| Orange: | You can use these filter functions to filter your list according to months, commissions that have been paid out as well as per reseller. |
| Red: | Here, you can view the month in which the commission was earned. |
| Pink: | In this section, you will be able to view details about the reseller. |
| Purple: | This section will show you the commission type assigned to the reseller profile. It can either be once off or monthly. |
| Light Blue: | This will show you the customer’s monthly revenue amount. |
| Dark Blue: | Here, you can see the amount of commission that needs to be paid out to the reseller. |
| Green: | In this section, you will be able to see whether your commission has been paid out or not. |
6.3. Can I view the commission calculations?
To view the commission calculations, click on the “View Commission Calculations” button.
On the pop-up screen, you will be able to see the following:
| Green: | This will show you the total amount of commission that the reseller will receive for the invoice. |
| Light Blue: | Here you can see on which product the reseller will receive commission. |
| Dark Blue: | In this section, you can see under which commission category the product is. |
| Purple: | This will show you the total monthly cost of the data product. |
| Pink: | In this section, you will be able to see either what percentage or fixed amount the reseller will be receiving for the specific data product. |
| Orange: | Here you will be able to view the commission amount that the reseller will receive for that specific line item. |
6.4. How are commissions determined?
When it comes to commissions, there are a few things that can influence the commission amount that will be paid out to resellers:
- Does the reseller receive once-off commission?
- or recurring (monthly) commission?
- The default VAT type
- Commission on discounted products
6.4.1. Once off
Once off commission means that the reseller will be paid out a single amount per customer that he or she signs up. Currently, once off commission only works when the lead has completed the whole lead to receipt process and the customer has fully paid their invoice.
The reseller will then receive the full value of each data product on the invoice. In other words, if there is one data product of R749, the reseller will receive the full amount of R749. If there are 2 x R749 data contracts on the invoice, the reseller will receive the full amount of R 1 498.
6.4.2. Recurring Commission
Recurring commission refer to resellers who will receive a certain percentage or amount on a monthly basis. The system will determine the commission based on one of the following two aspects:
- The resellers default commission percentage (section 3.1.)
- The commission category linked to the product (section 2.2.)
After the monthly billing run has taken place the commission list will be populated with all commissions that need to be paid out to the reseller.
6.4.3. Default VAT type:
The default VAT type will also influence the amount that is paid out to your reseller. In the screen shots below, we can see the differences in amounts being paid out to resellers who are VAT registered as well as resellers who are not VAT registered. Both of these commission transactions have the exact same products on them and come to a grand total of R14 300.
6.4.3.1. VAT inclusive enabled
If VAT inclusive is your default VAT type or the reseller has a VAT number on their profile, then they will receive commission inclusive of VAT. In this example, the reseller will receive R2 490.00 commission.
6.4.3.2. VAT exclusive enabled
If VAT exclusive is your default VAT type or the reseller does not have a VAT number on their profile, then they will receive commission exclusive of VAT. In this example, the reseller will receive R2 184.21 commission (R2 490 – 14% VAT).
For more information on the default VAT types, please refer to section 2.1.
6.4.4. Discounted products
When it comes to discounted products, your reseller will receive their normal percentage or their once off amount, but on the price of the discounted package.
6.5. What happens with the commission?
It is important to remember that before commissions are paid out, the customer first needs to pay their installation or recurring invoice in full. Only after the customer’s invoice has been marked as paid, will the reseller be able to claim commission.
After the reseller’s commission has been paid out, you will need to go to the commission screen and mark the specific commission item as paid.
6.5.1. Marking commission as paid out
To mark a commission item as paid out, go to the commission list. The second button on the right-hand side will allow you to mark the commission item as paid.
6.5.1.1. Customer invoices that are not paid in full.
If the tick mark is red, it means that the customer has not yet paid the invoice and therefor the reseller cannot claim commission on the invoice as yet.
6.5.1.2. Customer invoices that are not paid in full.
If the tick mark is orange, it means that the customer has paid the invoice and the reseller can claim commission on the invoice. Look for the relevant line item that you want to mark as paid and then click on the “Mark Commission as Paid” button.
After clicking on the “Mark Commission as Paid” button, you will see the following pop-up screen:
Continue to click on the “Send” button. If the commission was successfully paid, you will see the following pop-up screen:
*Please note that this is just the method in which you will mark the commission item as paid in HeroTill. The process above does not have the ability to load payments to your bank or allocate credit to the reseller’s account. You will still need to load a payment on your bank or create a credit note for your reseller to allocate the credit to their account to ensure that the reseller receives their commission.
7. Resellers and Suspensions
Before suspending resellers or reseller customers, it is suggested that the ISP and the resellers has a good and clear understanding with regards to non-payment, overdue accounts and suspensions. With the new suspension module, you now have the ability so either suspended single reseller customer accounts or to bulk suspend the reseller and customers linked to his profile.
The new suspensions module will give you the ability to:
- Suspend only the reseller account
- Suspend only the sub-account (reseller customer)
- Or to bulk suspend the reseller and all their customers (sub-accounts)
For more information on how to suspend reseller and sub-accounts, you can refer to section 4.4.4.2 of the suspension manual. It is however advised that you read the whole manual to ensure that you have a good comprehension of how this module works.
*Please note that you will need the new suspension module enabled if you want to bulk suspend the reseller and all their linked sub-accounts.