VoIPcloud's billing system is complex, especially for newbies. This article will guide you through understanding the logic and principles behind the key features and areas of interest in the billing system. Each tab has been divided into subsections to facilitate a structured overview.
A 'customer' is an account of a person or a business who uses our VoIP services. The customer's tab is used as the point of contact for you to manage all accounts on the VoIPcloud billing system. Here you can create, delete and edit the status and conditions of customer accounts. This section provides a high level of functionality with many tabs, please note that not all are used on a day-to-day basis. With time and experience, you will begin to understand the key areas of focus.
The main points of interest on this tab is the left (outlined box) is where you can filter and search for specific customer accounts across all PBX platforms, and the right (outlined box) is the details of any selected customer, this is also where you can manage their account.
Each customer has a unique number by which an account can be identified. When customers request support, this will be the main point of identification and can be used in the search bar to retrieve an account.
Another key point is that each customer has what we call 'VoIP credits', this is an analogy of a (financial) balance — an amount a customer can spend on services. One VoIP credit equals to one dollar/pound sterling, depending on a country: AUD, NZD, USD or GBP.
Customer's account number and his credits
In the details section, you will find the 'manage' button, this SSO type model allows us to log in to any customer portal with one click to edit accounts from the customer's view.
Log in to customer account in one click
There are three main components to the 'status' of any said customer:
- Account type — PREPAID or POSTPAID.
PREPAID accounts pay for the services in advance while POSTPAID accounts pay after the service was used. Click here for more information on prepaid and postpaid.
- Status (active customer accounts) — ACTIVE, TRIAL or SUSPENDED.
TRIAL means that an account has recently been created, the purpose of it is to provide the customer with a sample use of our services free of charge. Trials are limited, by default the last 14 days. ACTIVE means that an account passed the trial stage and is paying for the services. SUSPENDED means that a customer has stopped paying for the service and abandoned their account.
- Status (deleted customer accounts) — CANCELLED, TRIAL EXPIRED and UNQUALIFIED.
CANCELLED means that an account was deleted manually by the admin or by a customer himself. TRIAL EXPIRED means that an account didn't pass a verification and such an account was automatically deleted after trial expired. UNQUALIFIED means that such a customer is some kind of a fraud; accounts marked with this status (it can be dome only manually) will no longer be able to log in again.
- Verification status — VERIFIED, NOT VERIFIED or PENDING VERIFICATION
Verification is the final stage of a trial account. All accounts must be verified on the VoIPcloud billing system. It is a security measure in place to prevent fraud, breaches of fair use and general security. From a status perspective, verification determines if a customer has proceeded with either automatic verification or manual verification. Without verification, it's not possible to top-up an account and use it for the long term.
A key section of the customer details tab is the 'Security deposit' which means a deposited monetary amount VoIPcloud holds from a customer when transferring and activating the POSTPAID account type. It allows us to secure any risks in a circumstance where a customer over-spent on their credits, then abandon the account and leave without paying. A credit limit means the maximum negative credit a customer can have.
Security deposit and credit limit
Personal information, service and shipping address.
Personal information is self-explanatory, as for service and shipping addresses: they can be the same or different from one another. To register successfully, we require a real address (service address) when the customer signs up:
Please note that we do not accept PO boxes due to regulatory requirements. In contrast, the shipping address is used to deliver equipment — a PO box is allowed here.
Personal information and addresses
VoIPcloud is the wholesale platform utilized for reseller companies to mimic and operate the product, launching their own telecommunication services. We have our own brand too — VoIPline Telecom. this can confuse people at times. In VoIPcloud's admin billing portal we manage all reseller customers (including VoIPLine customers). To help us distinguish between our retail (VoIPLine) and wholesale (VoIPcloud) there is a field under the customer's details that shows which reseller they are assigned to.
Auto refill details (Automatic Top-up)
A majority of customers do not want to manually top up an account every time their balance is low, for this reason, there is a setting in the admin billing, as well as the customer portal for automatic top-ups. Basically, the system will check once per day if the account is below the first value (Autorefil level), and if it is, it'll charge whatever it needs to charge to bring it up to the second value (level).
By default, all customers of resellers are shown in a customers list but you can find a specific customer or a group of customers with ease with a help of filters, here are a few tips:
- You can use account number, company name, first or second name (or in pair) to search for a customer in the 'Name' field
Searching of a customer using an account number
In the list, you can see that customers will have different icons, (Hovering over the icon the system will show you what it means). The icons provide a shortcut to distinguish whether an account is PREPAID or POSTPAID, TRIAL or ACTIVE. Other icons can distinguish if an account has an auto-refill or not and what payment method a customer is using. (See the Details section for definitions on icons).
Icons in customer list
A noticeable feature that can be found on certain customer accounts in the summaries section is a red or yellow highlight. The yellow highlight means that the customer is connected to the Whitelabel partner reseller program. In contrast, customers with white highlights are connected to channel partner resellers. Overall this separation doesn't affect any functionality and is intended for visual representation.
White — channel partner customer. Yellow — whitelabel partner customer
Red highlight means that for this account's setting 'Read important history information' is active.
(This is used in circumstances where a customer has been flagged by a team member or manager as suspicious or if there is a note that is crucial to the handling of said customer).
This setting is responsible for making accounts to be highlighted with red
In every table where you see such columns, it's possible to sort them by ascending or descending. Also, it's possible to hide columns or activate hidden ones (some columns are hidden by default).
Sort columns and activate or hide them
Customers can have subscriptions to services: user licenses, call plans, DIDs (phone numbers) and so on.
Generally, customers subscribe and unsubscribe to services within their customer portal, so it's not necessary to do it manually. But sometimes you need to subscribe a customer to a service, for example, an internet service or a unique service for a specific customer. It's possible to do it here via a simple drag and drop (see below).
How to subscribe and unsubscribe a customer to/from service manually
Subscription amount values can be both negative and positive. A common service has a negative amount — it means that it deducts (debits) a customer's balance. While positive add credits to customer balance (it's used very rarely for certain situations).
Services with positive amounts are used very rarely. For refunds, for example
Additional notes: 'Term Ends' means a minimum term set date which a customer can't be unsubscribed for a service. To change you need to double-click on a line. This won't be edited in most circumstances.
To change lines, double-click on them (here and in other parts of the billing)
Account balance window records all customer account transactions: calls, subscription charges, equipment orders and the rest. To make it easy to search for specific operations, you can use different filters: data type, dates and advanced call filters.
Filters for customer balance history
It's possible to add or deduct credits manually if needed. Additionally, you can delete a transaction, for example, if there was a mistake that needed to be rectified: it will cancel/delete that transaction, not just remove it from history. For security purposes, only the latest transaction can be deleted. So if you need to remove several transactions, you need to do it one by one.
Add or deduct credits and delete the latest transaction
In the call reports tab (we also call it CDR), you can find all the information about calls made from all customer accounts. With advanced filters, you can discover any type of call you need, and the table itself is much more informative than the one from the customer balance window. it's very useful, for example, if a customer (or customers) has issues and you need to analyse what happened with calls during a certain time, whether there's some kind of pattern that is the cause of an issue.
You can find all calls made from all customer accounts here with advanced filters
The Rates tab is used for outbound call rates, outbound rates have various components to them. the first layer is a simple rate — it detects a prefix where a customer made an outbound call and sets a selling price for it (usually cost per minute). Then the second layer related to rates it's combination with rate cards — it is a set of rates with similar characteristics. For example, international rate cards or rate cards for different call plans: regular and more expensive ones (but rates for this are cheaper). The final layer of the rate component is the call plan, which combines various rate cards which in itself contains a set of call rates.
Rates, rate card and call plans. Also, notice rates with the same prefix but for different rate cards
Call packages allow for the creation of special 'free' calls. For example, in a call plan, a customer would theoretically receive 100 free minutes inclusive each month and beyond that, he pays for calls as per plan rates.
Call packages sections
Types of numbers
The use of all inbound numbers are identical — they are used to accept calls. There are, however, some useful details that can be found on this tab.
First of all, a phone number consists of three main parts: a country code, area code and a number itself. For example, a number: +61242080481, where: +61 — Australia country code, 242 — area code (Wollongong city) and a number 080481. Usually, a country code and a digit area are called together as prefixes.
Also, a phone number can be written differently:
- E.164 format — an international standard to make it easy to identify numbers from different countries. Phone numbers in this format start from + and a country code. For example, +61242080481 — Australian phone number and +6432222337 — New Zealand and +441138560459 — United Kingdom.
- Extended format — it's similar to E.164 but a phone number starts with 00 instead of +. For example 0061242080481 or 00441138560459. It's used very rarely among common customers.
- Domestic format — it's used to make calls within the same country. Here a country code is replaced with 0. For example, you're in Australia: to make a call to +61242080481, you can dial 0242080481. If you will try to call to UK phone number +441138560459 via 01138560459 — it won't work.
Types of phone numbers - The main difference is in the area code:
- Geographic numbers — such numbers are attached to the geographic area. For example, numbers that start with 612 are usually attached to the Sydney region and 613 to Melbourne. These are the most common numbers.
- Mobile numbers — in Australia such numbers start with 614, in the UK 447 and NZ 642. Mobile numbers allow customers to accept SMS via email.
- Toll-free numbers (a.k.a. freephone numbers) — these are special business numbers. The key feature of toll-free numbers is that people who call to them don't pay for a call. The downside of them is that toll-free numbers cannot be used for outbound calls, only for inbound. There's a single prefix for a toll-free number in all countries: 0800. For example 61800 (AU), 64800 (NZ) or 44800 (UK). Also, there can be additional toll-free numbers for a dedicated country, e.g.: 0300 for AU or 03 for the UK.
States and how to manage
DID (direct inward dialling number) is a number to accept inbound calls. The number can be in 5 states: available, reserved, quarantined, being ported and deleted:
- Available — a customer can buy this number or an admin can reserve a number to a customer manually.
- Reserved — a number is attached to a customer.
- Quarantined — such numbers were reserved for a customer but then a customer account was deleted or a customer unsubscribed from this number himself. Numbers stay in quarantine to keep them from others because a customer can want to bring them back but after some time such a number becomes available for all.
- Being ported — if a customer is porting a number from his previous provider to VoIPline, then such number has a being ported status. Customers can configure this number in a call flow but it's not working yet. After a port is finished, a number becomes reserved.
- Deleted — deleted numbers can be restored until they are not available to anyone and stay in the trash.
To select multiple phone numbers at once, you can either select all at once by clicking on a button at the top or select a phone number, press shift on a keyboard and select another phone number at the end to select all numbers in between.
How quickly select multiple numbers
If you need to reserve a number or multiple numbers at once to a customer, this is pretty easy. All you need is to find a suitable available number(s) and press '+Add reservation' button' at the top. A pop-up will appear where you'll need to choose a customer to whom to reserve a number and the system will do the rest, only need to confirm the operation. Tip: you can find a customer by either a name or an account number.
How to reserve numbers to a customer
Similar to reserving, if you need to disconnect a number or multiple numbers at once from a customer, find suitable reserved numbers and press the '- Release' button. You will be prompted to choose whether to make releasing numbers available or move to quarantine. Tip: if you change your mind about releasing numbers but already confirmed it, you can refresh the page.
How to release numbers from a customer
Similar to outbound, there are also inbound rates but if there's a single outbound rate for a prefix (country or city), inbound rates can have up to 4 different rates for each inbound number, not a prefix. They are defined as codes:
- Zero or blank code — Inbound call from an unknown location.
- 100 — Inbound call within the same network.
- 404 — Inbound call from mobiles.
- 505 — Inbound call from landlines.
Сustomers can buy available numbers from the customer portal and DID pricing section sets the cost of numbers. They are two main components: activation price and a fee. Activation price is once-off and a fee can repeat every day, month or year but most often it's a monthly fee.
Activation and a fee for a DID
Similar to call plans, DID prices are combined in pricing groups. Pricing groups are used for resellers: there can be different types of resellers (which will be described further) and prices for each can differ.
DID pricings are combined in pricing groups for resellers
Invoices and receipts
Types and designations
Invoices are financial documents for customers to pay for services and equipment, and receipts are financial documents that confirm the fact of the payment. There are 3 types of invoices:
- Open — it's a new invoice and not yet paid
- Closed (Not dispatched) — customer fully already paid for the invoice but service/equipment is not sent yet
- Closed — customer fully paid for an invoice, and if it contains equipment — it's already dispatched
Designations used for invoices:
- Amount — how much a customer needs to pay to close the invoice
- Due in — it means how many days are left for a customer to pay the invoice. A customer can pay an invoice even if it's overdue but if an invoice is overdue for too many days — it leads to customer suspension (suspension is not immediate and takes usually 60 days)
- Due amounts — it means how much left to pay to close the invoice
- Pending amounts — some transactions take some time to process or there can be an issue when a customer paid but a transaction wasn't successful
Number at the top of invoices tab indicates how there are many open invoices
As well as with customers, invoices divide into channel partner and Whitelabel invoices. By default, the system shows only channel invoices and if you want to view Whitelabel invoices, there's a special switch.
Whitelabel invoices are highlighted with yellow
How to manage invoices
Invoices are created automatically by the system when a customer orders equipment. Admins can create invoices too if it's a special order or you just help a customer. To create an invoice there's a '+Add' button.
Press this button to create an invoice
In the pop-up, you can add required products by a simple drag and drop, adjusting quantity and price if needed. If you add products and then select a customer — products will be removed and you'll need to add them again, that's why add a customer first.
Add products while creating an invoice by a simple drag and drop
To find a required invoice, it's convenient to use an ID (invoice number). If you need to find all invoices of a specific customer, here's a special 'Customer' field. You can search by either a company's name or a customer account number.
An invoice can be found by an ID
There are two types of products that require to be dispatched: VoIP equipment and a security deposit. Once a customer paid the invoice, equipment shipped and security deposit added to a customer account, an invoice can be marked as dispatched.
Select products in the invoice details and press a button to dispatch or undispatch
There are several ways an invoice can be closed. Of course, a customer can close an invoice himself via a customer portal using a credit card or via PayPal, a customer can also pay via a bank transfer or a direct debit — these methods are not processed immediately and require an admin's action to close an invoice.
It's possible to add a manual payment in the 'Receipts' window when you choose an invoice. We can use a customer's balance or add a payment from one of the sources: but need to know whether a customer actually sent money to us. Usually, this work is done by an accountant but it's also useful to know how it works.
It's possible to close an invoice using a customer's balance or one of the other methods
The equipment tab is central to managing products for both the customer portal and the website — so it's vital to make sure there's everything up to date and correct. We sell different types of equipment: from common VoIP phones to network equipment.
Equipment is published to both customer portal and a website
Equipment is divided into different categories and groups. Product groups are used for different types of resellers and categories are used for different types of equipment but there's one outlier category — 'Special Items'. It consists of VoIP credits, security deposit, service/setup and shipping. Although these are obviously not physical equipment, they exist for one purpose — adding them to invoices as only equipment can be added within an invoice.
VoIP credits, security deposit are parts of equipment to make it able to use them in invoices
Types of services
'Services' also referred to as 'recurring services' work like subscriptions: customers needs to pay for them every day/month/year (usually rolling month to month) to keep them running (except for voice recordings — these are once-off). Services are divided into two parts: available directly to customers via the customer portal and manually assigned to customers from admin billing. There are also partner and wholesale services but those are not our services and we only take a % from them when reseller sells them to their customers.
Different types of services
There's also a section called 'Service group' — it's similar to other groups in other tabs. It's used to assign different services to type different resellers.
Services can be combined in groups for different types of resellers
DID and PBX services
The main services that customers can put directly from the customer portal are PBX and DID services. Within DID services you can find that a single prefix can have multiple services at once. DID's price can change consistently and customers who subscribed to a DID at a certain price level stay there until they unsubscribe. To find the most recent active service, you need to visit the Inbound DIDs tab > DID pricing > choose the required one > DID service
One prefix can have multiple services at once because of price changes
The latest actual service can be found in DID pricing section in prefix details
As for PBX services, they differ by type: user licence, device license, trunk (SIP trunk), fax (fax to email), user plan (call plan), trunk plan (SIP trunk plan) and MS Teams (Microsoft Teams). Each of these recurring services can be bought by customers in their customer portal.
PBX services also divide into different types
Each service has a set of settings that can slightly differ from each other but these are the main characteristics:
- Fee amount — this is an amount we will take from the customer's balance to renew the subscription
- Execution rule — this is a rule when we will take a fee amount. It can be either daily, monthly or annually.
- Activation fee — this is a once-off fee we take from customers when they subscribe to a service.
- Deactivation fee — when a customer unsubscribes from a service, we can take a deactivation fee.
- Prorata — for example, a service fee is $10 and an execution rule is on the first day of a month (e.g. in this month it's 30 days). Let's say a customer orders service on the 10th day of the month — so it's left 20 days to use a service in this month. So that a customer didn't pay for those 10 days that already passed, here's a pro rata. In this example, a customer won't pay a full price for a month but (20/30)*$10=$6.67 and since the next month, he will pay a full price of $10. That's how a prorata works.
- Minimum term — how many executions must be done before a customer can unsubscribe from a service.
Main service characteristics
Types of ports
Number porting is a service that allows customers to move their purchased numbers from one provider to another. A phone number is a type of property a customer owns and it cannot be used within only one hosting provider.
Usually, number porting is managed by our porting team because it is quite a complex and time-consuming process. First of all, we can import any phone number from any provider — there are no restrictions. The main difference is the time it takes to import a number:
- Single geographic number — up to two weeks
- Multiple geographic numbers — up to four weeks
- Toll-free and mobile numbers — up to three business days
- International numbers — may vary, up to four weeks
Porting of multiple numbers is named differently in different countries. In Australia, the porting of a single number is called CAT A and a porting of multiple numbers is called CAT C. In the UK it's called a porting per number and per range.
Each type of number has its own template a customer needs to sign to submit a number for porting. It's also quite useful to read it to learn the details
When a new porting form is submitted a porting request is created, it will show on the list in the number porting tab. There are two main parts of any porting: status and comments. Status defines in which state the porting is currently is:
- Draft — an admin or a customer has prepared a porting template but has not submitted it to the porting administrator.
- New — a porting template has been completed and submitted to a porting administrator
- Submitted — a porting administrator processed a template and sent the required data to a porting upstream
- Porting upstream — a service that communicates between different VoIP providers and handles the porting process from one provider to another
- Cutover booked — porting upstream confirmed that everything is OK and set a date when a number will be transferred from one provider to another
- Completed — porting finished successfully
- Rejected — porting upstream rejected a porting process because of some issues in porting template, outdated documents provided by the customer or any other reason
- Resubmitted — after rejection, a customer can provide new details and ask to submit a porting again
- Cancelled — The porting request was closed either by us or the customer. This can also occur due to customers not providing required details after rejection in a given period of time.
Porting's type (template), cutover date (if set) and status are shown in the appropriate columns. If you choose a specific port ID, in its details there will be also all required information. Also notice, that all new ports are marked with green in the list
The second part of any port is comments. Basically, it's a chat between a porting administrator and a customer. Also, a porting administrator can leave internal notes (customers won't see them). With comments, it's possible to track a history of a porting if it's required. Ports with unread comments are marked in the list of all ports with red to make it easy to notice them.
Ports with unread messages are highlighted in the list of all ports with red
During the porting process, phone numbers that participate in the port have a specific status: being ported.
'Being ported' numbers can be found in the list of all DIDs
Customers can use 'being ported' numbers in the call flow but they won't work until a port is marked as to be successful. This is done for the convenience of customers to make a transition of a phone number and don't lose time for their business. A customer sets a being ported number in the call flow in advance and once a port becomes successful — the ported number automatically becomes reserved and begins to work. So a customer doesn't need to wait for a porting to be done and only then set a number in the call flow.
Being ported phone number became reserved automatically after a successful porting
How reseller system works
VoIPcloud is a wholesale VoIP provider — it means that we can allow other companies to use our tools and services to sell VoIP products: from any sale we make a commission. Such companies that request to work with us we call 'reseller partners' (or just resellers).
We have our own reseller account too — VoIPline Telecom. VoIPcloud's admin billing system is used to manage both end-customers accounts and resellers. Something worth noting is that end-customer accounts belong to reseller partners accounts e.g. VoIPline customers will be assigned to VoIPline Telecom. This is a simple schema of how everything works:
Relationships between a VoIPcloud Wholesale, reseller partners and end-customers
Types of resellers
There are three types of resellers:
- Channel partner — The simplest of VoIPcloud's reseller programs. Inclusive of minimum branding (powered by VoIPcloud) and limitations on managing of services but less bureaucracy and all money transitions are made by VoIPcloud through a set commission structure.
- Whitelabel partner — Inclusive of standalone branding, a partner can change a margin for any service (set their own prices) and they control the billing themselves through their own payment gateway.
- Wholesale partners — the most advanced reseller partner program. Basically, we sell (copy) the admin billing system and a wholesale partner can create his own reseller partners and have the full freedom of managing the system and the services. Their admin billing portal 'view' is basically identical to our internal view.
Channel partners have 'powered by VoIPcloud...' at the end of the company name. Whitelabel partners are highlighted with yellow and Wholesale partners have their account which starts with 'VOIPCLOUD WHOLESALE - ...'
As described above, wholesale partners have the same admin billing system as we do, so why are they still displayed in the VoIPcloud system as a regular partner? This is because we still sell services to our wholesale partners, such as phone numbers and internet, for that they need an end-customer account which is connected with their own billing via a special trunk; (for example, they buy phone numbers as a customer and these phone numbers are moved to their billing). And to provide special prices for the products and services for this wholesale partner, we create a dedicated reseller partner account.
Managing of reseller partners
The managing of reseller partners is very similar to the management of end-customer accounts. In the reseller details tab, there are some important things to note:
- Sell rate margin and buy rate adjustments — these define the price of different services and products for end-customers of the particular reseller partner. For example, we want to sell a phone which costs us $10. Buy rate adjustment changes a price for a reseller, for example, we set it as 50%, so a reseller will see this phone price, not as $10 but $15 ($10*1.5). And a margin is also set as 50%, so for an end-customer, the price for this phone will be $22.5 ($15*1.5). If a customer buys this phone, a reseller will get his margin of $7.5 ($22.5-$15) and we will get our $5 ($15-$10) from the sale, and we will pay the phone manufacturer $10.
Buy rate adjustments are sell margins are set for different types of services we sell. As you can notice, a rate adjustment can be negative (to get a special price) but a margin is always positive
- Different product and services groups. As previously mentioned, various sets of services and products can be separately grouped. For example, one group would contain one set of services and another group has a different set of services. This is done to provide different types of resellers with tailored sets of products and services. For example, we can provide one reseller with one set of equipment and another reseller will get a different set of equipment.
Usually, services groups are created for different types of resellers but a dedicated reseller can get his special groups of products and services
- Payment parameters. We can accept payment from customers via different methods: credit card, PayPal, bank transfer etc. These settings define the required parameters for each method. All channel partners have default payment settings which lead to VoIPcloud, while Whitelabel partners can set their own parameters to accept payments.
- Invoice parameters. These settings define the visuals of an invoice. For all channel partners, their payment methods are the same as VoIPcloud. Whitelabel partners set their own data.
- Suspension and overdue. These settings define what will happen to an account that doesn't pay for an open invoice. At first, a fee will be taken and at the end, customer accounts that don't settle invoices are cancelled. These parameters define a time which every step will take. Mostly, for all resellers, they are the same but Whitelabel partners can set their own rules.
- From the 'Administrators' window, we can log in to the reseller partner portal, along with adding new administrators, resetting a password and so on.
To log in to the partner portal of a dedicated reseller, open: Administrators window > select an admin > Manage
In the settings tab, we define default settings that affect all parts of the system. Usually, only the head administrator can change most of the settings because any mistake can lead to many issues. Here we will describe the setting that can be useful to know.
Mail templates are used to create drafts of emails: automated ones and the ones we can send manually from customers and reseller partners tabs. Each mail template is attached to a special category:
- New information for customers (partners) — these mail templates are usually created by admins to inform customers/resellers about different news (holiday season, sales and so on)
- Partner created templates — mail templates that were created by different partners and we can have access to them from one place
- Notification to system operator — these mail templates are sent directly to our company's emails to inform about different situations, e.g. DIDs out of stock (so it needs to buy them from an upstream provider)
- System generated end customer notifications (partner notifications) — these emails are sent when a certain action was done. For example, customer sign-ups and gets an email with credentials and so on.
Filter for different mail templates categories
If you open a mail template, you will see different settings:
- From address — which reseller partner email address will be used to send a mail from. Email addresses of each reseller partner are defined in their details
- To address — to which reseller partner email a mail will be sent to. This setting is only used for 'Notification to system operator' mail templates, for the rest it's empty
- Subject — a message a recipient will see in the mail app before opening an email
How a subject looks like in the email app
Settings for each mail template
The body of the mail template consists of two parts — text and variables. Variable is a special text which will convert to some other text when a mail will be sent. Variables are used to make it easy to create mail templates for thousand of customers. For example, a variable $firstname$ converts to the first name of a customer an email will be sent to, and there are a lot of variables.
All variables that can be used in the mail template
As for creating or modifying an existing mail template, there are two ways: the visual part and via HTML. If it requires making a simple change: replace one word with another or modify a sentence a bit, it can be done via a visual part. However, if it requires making any other changes, it's strongly recommended to make it via HTML viewer because big changes via a visual editor can bring rendering issues.
How to switch to HTML mode
Ban list section is a tool that prevents our system from DDoS attacks. If the system gets multiple requests from a single IP within a short period of time — it's very likely that this is a DDoS attack to overload our services, that's why we can ban such IPs so that they won't be able to reach our systems. But sometimes a regular customer or a reseller can be banned because of their poor internet connection and anything else. The ban is temporary and shortly an IP will be unbanned. Anyway, if a customer or a reseller claims that they cannot reach the system, it's better to check at first whether their IP is not banned before looking for something else.
Where ban settings are located