displayName
Billing Support Workflow
workflowKind
operational
triggerType
event-driven
typicalCadence
daily
complexity
cross-team
description
Handles billing and payment-related support cases — processing payment
failure investigations including declined cards, expired payment methods,
and gateway errors, managing refund request workflows with approval tiers
based on amount and reason code, handling subscription modification
requests including plan upgrades, downgrades, add-on changes, and
cancellation with retention offers, coordinating dunning communication
sequences for failed payments with escalating urgency, resolving invoice
discrepancies through reconciliation with usage data and contract terms,
managing proration calculations for mid-cycle changes, tracking billing
dispute resolution times and outcomes, and identifying systemic billing
issues that indicate product or integration problems. Produces billing
support volume dashboards, refund rate analytics, and dunning effectiveness
reports. Excludes pricing strategy and payment platform engineering.