Post-to-Pre Conversion

Ufone COPS/CS/SOP/460/12.0
Franchise

PROCESS PREMISE
To facilitate subscribers who intend to change their product from Postpaid
Purpose
to Prepaid.
Following department is responsible for the compliance of this process:
Scope
 Franchise
This process is communicated to all GMs, Senior Managers, all staff of
Distribution List
Franchise Support, Ufone Franchises and QMST.

Date Name Designation

Document Sr. Executive Process
October 2021 Abdul Waqas Saeed
Written Management
Sr. Manager Shops & Franchise
Revision September 2020 Athar Ahmed Khan
Services
Sr. Manager Shops & Franchise
Review October 2021 Athar Ahmed Khan
Services
Date of Release: 23 December 2021
Date of Publication: 12 December 2013

Abbreviation/Phrases: Track Path Franchise Portal  Information  Useful Links  List of

Abbreviations/Phrases

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 Document Name Document Reference

Post-to-Pre Conversion Ufone COPS/CS/SOP/460/12.0

Post-to-Pre Conversion (Ufone COPS/CS/SOP/460/12.0)

Step 01: FE greets the customer and

receives a request for Postpaid to
Prepaid conversion.

Step 02: FE inquires about the

MSISDN and verifies the
customer.

Step 03: Customer

FE guides the customer.
No verified

Step 03: Yes

Step 04: FE provides the

information and checks the
requisites from CAReS.

Step 05:
FE guides the customer and
Requirements Not
gives ending greeting.
fulfilled

Step 05: Fulfilled

FE tries to retain the

customer.

Step 06:
FE thanks the customer. Customer
Retained

Step 06: Not retained

FE checks the requirements

from CAReS.

Step 07: Any

Status bucket
and VAS
is not Active

Step 07: Any bucket

and VAS is Active

FE guides the customer that

deactivation of VAS/bucket is
required for product conversion.

Step 08: Does not

agree for
FE guides the customer. Customer
deactivation of
VAS/bucket

Step 08: Agrees for

deactivation of VAS
or Voice/SMS/data bucket

FE guides the deactivation procedure

or calls 475 Helpline or logs relevant
ticket for deactivation of required VAS/
bucket.

Step 09: FE identifies the required

mode of refund.

Step 10: FE changes the product

in CAReS and logs ROP.

Step 11: FE apologizes to the customer

Activity Failed and logs a complaint in FR-
Product Upgrade Issue tab.

Step 11: Successful

FE informs a TAT and guides the

customer to load balance after
product conversion.

Step 12: FE fills CSF as per

the Documentation Standards
SOP.

FE gives ending greeting as per

the Greeting SOP.

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 Document Name Document Reference

Post-to-Pre Conversion Ufone COPS/CS/SOP/460/12.0

PROCESS DESCRIPTION

Step Action By Process

FE greets the customer as per the Greeting SOP (Ufone COPS/CS/SOP/476) and receives a
1 Franchise
request for Postpaid to Prepaid conversion.
FE inquires about the MSISDN and verifies the customer as per the Customer Verification
2 Franchise
Standards SOP (Ufone COPS/CS/SOP/475) – Critical Verification.
Customer is verified: Customer is not verified:
 FE proceeds to step # 4.  FE guides the customer and gives ending
3 Franchise
greeting as per the Greeting SOP (Ufone
COPS/CS/SOP/476).
FE provides the following information and checks the requisites from CAReS.
 90 days must have lapsed from the date of sale.
 Service Barring status must be in active state.
 Current Access Level should not be IR.
 Customer’s data entry should be completed.
 30 days must have lapsed since IR service deactivation.
 Postpaid to Prepaid conversion charges (where required).
 Usage must be less than or equal to 60% of security deposit.
 Parent child relationship must be disconnected.
 Parent child card VAS must be deactivated.
 Customer’s email address must be updated or blank (it should not be updated as ‘NO’).
 In case of Postpaid BMN, product cannot be changed before 1 year.
 VPN facility must be removed.
4 Franchise
Note:
 Cases where waiver of security deposit is available, all amount of waiver must be
cleared and remaining amount should be less than or equal to 60% of deposit.
 If VPN is activated then FE diverts the customer to nearest PTCL Ufone Service Center
for removal of VPN facility.
 In case Parent child relationship is disconnected in CAReS whereas Parent child card
VAS is visible in Appendant Product then FE calls 475 Helpline and requests for
deactivation of Parent child card VAS prior proceeding with customer’s request.

Track Paths:
To check sale date: Customer  Activity Login  Payment
To check Access Level: Customer  Activity Login  Account Information
To check Parent Child card VAS: Customer  Activity Logging  Queries  Appendant
Product
Requirements are fulfilled: Requirements are not fulfilled:
 FE tries to retain the customer.  FE apologizes to the customer, guides
him/her that requirements must be fulfilled
prior product conversion and gives ending
greeting as per the Greeting SOP (Ufone
5 Franchise COPS/CS/SOP/476).

Note:
If customer agrees to fulfill the requirements, FE
proceeds as per the relevant SOP to facilitate the
customer’s request.
Customer is not retained: Customer is retained:
6 Franchise  FE checks the below mentioned
requirements from CAReS.

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 Document Name Document Reference

Post-to-Pre Conversion Ufone COPS/CS/SOP/460/12.0

o All Value Added Services must be  FE thanks the customer and gives ending
deactivated except basic VAS (i.e. greeting as per the Greeting SOP (Ufone
CLI, SMS, Call Waiting, Call COPS/CS/SOP/476).
Forwarding, PayG/3G, GPRS, Call
Conference).
o Any Voice/SMS/Data bucket must
be deactivated.
Any bucket and VAS (except basic VAS) Any bucket and VAS (except basic VAS) is
is not found Active: found Active:
7 Franchise  FE proceeds to step # 9.  FE guides the customer that deactivation
of VAS/bucket is required for product
conversion and takes his/her consent.
Customer agrees for deactivation of Customer does not agree for deactivation of
VAS (except basic VAS) or VAS (except basic VAS) or Voice/SMS/Data
Voice/SMS/Data bucket: bucket:
Deactivation of VAS (except basic VAS) or  FE guides the customer and gives ending
SMS/data bucket: greeting as per the Greeting SOP (Ufone
 FE guides the deactivation COPS/CS/SOP/476).
procedure as per Franchise Portal
or calls 475 Helpline for
deactivation of required VAS or
SMS/data bucket.
Deactivation of Voice bucket (Postpaid On-
net/Off-net Voice Bucket/Postpaid
unlimited PTCL Bucket):
 FE logs the deactivation request in
CAReS_CMS under ‘Request and
8 Franchise
Services’ head in ‘Postpaid Voice
Bucket Act-Deactivation Request’
tab with a TAT as per
CAReS_CMS and also mentions in
Remarks field that ‘immediate
closure of ticket is required
because of Post to Pre product
change activity’.

Note:
FE also communicates the customer that if
Bucket is deactivated during billing cycle
and usage exceeds the offered free
resource limit then he/she is charged as
per tariff.
FE identifies the required mode of refund, refers to Annexure A and guides customer with the
following options:
9 Franchise
 Refund as cheque/adjustment in Prepaid balance
 UPaisa
FE changes the product in CAReS, logs ROP (Refund of Payment) as per the Facilitation of
Refund Process SOP (Ufone COPS/CS/SOP/705) and guides the customer to reactivate VAS
previously activated on his/her number (if required) as per the Value Added Services
10 Franchise
Activation/Deactivation SOP (Ufone COPS/CS/SOP/494).

Track Path: CAReS  Customer  Activities  Customer Services  Product Upgrade

11 Franchise Activity is Successful: Activity is Failed:

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 Document Name Document Reference

Post-to-Pre Conversion Ufone COPS/CS/SOP/460/12.0

 FE informs a TAT of 04 working  FE apologizes to the customer, logs the

days for adjustment in Prepaid complaint in CAReS under ‘Franchise
balance and 15 workings days for Use Only’ head in ‘FR-Product Upgrade
cheque/UPaisa.
Issue’ tab and gives ending greeting as
 FE also guides the customer to
load balance after Product per the Greeting SOP (Ufone
conversion. COPS/CS/SOP/476).

Note: Note:
 FE guides the customer that
In case ROP is not logged due to any
he/she must collect the cheque
within 180 days otherwise cheque reason/error, FE immediately emails the
is cancelled. concerned FSE for logging of ROP.
 FE guides the customer that
he/she must collect UPaisa within
90 days otherwise transaction is
cancelled.
FE fills CSF as per the Documentation Standards SOP (Ufone COPS/CS/SOP/461) and gives
12 Franchise
ending greeting as per the Greeting SOP (Ufone COPS/CS/SOP/476).

Annexure A

Sr. # Deposit Refund Conditions

Maximum limit for UPaisa is Rs. 12 to Rs. 5,000. If net balance amount is up to Rs. 5,000 then amount is
1
refunded through UPaisa (Cheque is not furnished in this case).
 In case net balance amount is greater than Rs. 5,000 and request is received for Prepaid
adjustment, same is adjusted in customer’s Prepaid account or cheque is furnished.
2
 Prepaid adjustment can be furnished maximum from Rs. 12 to Rs. 25,000.
 Only cheque is furnished for more than Rs. 25,000.
3 In case of Port out/disconnection or cancellation, refund is processed in the form of UPaisa up to Rs. 5,000.
For transfer of amount to another number, NOC is required from customer in case other number is not on
4
his/her own name.
Only ROP request through CAReS is considered for UPaisa disbursement with below details:
5  Alternate active number (any operator)
 CNIC Number
In case of UPaisa request MSISDN should not be:
 Blocked on any tag
6  On cancelled status
 Owned by a foreigner
 A Corporate connection

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