{
  "id": "workflow:billing-support-workflow",
  "_kind": "Workflow",
  "_file": "workflows/workflows/workflows-support-types.yaml",
  "_cluster": "workflows",
  "attributes": {
    "displayName": "Billing Support Workflow",
    "workflowKind": "operational",
    "triggerType": "event-driven",
    "typicalCadence": "daily",
    "complexity": "cross-team",
    "description": "Handles billing and payment-related support cases — processing payment\nfailure investigations including declined cards, expired payment methods,\nand gateway errors, managing refund request workflows with approval tiers\nbased on amount and reason code, handling subscription modification\nrequests including plan upgrades, downgrades, add-on changes, and\ncancellation with retention offers, coordinating dunning communication\nsequences for failed payments with escalating urgency, resolving invoice\ndiscrepancies through reconciliation with usage data and contract terms,\nmanaging proration calculations for mid-cycle changes, tracking billing\ndispute resolution times and outcomes, and identifying systemic billing\nissues that indicate product or integration problems. Produces billing\nsupport volume dashboards, refund rate analytics, and dunning effectiveness\nreports. Excludes pricing strategy and payment platform engineering.\n"
  },
  "outgoingEdges": [
    {
      "from": "workflow:billing-support-workflow",
      "to": "role:planner",
      "kind": "involves_role",
      "attributes": {}
    },
    {
      "from": "workflow:billing-support-workflow",
      "to": "role:business-analyst",
      "kind": "involves_role",
      "attributes": {}
    },
    {
      "from": "workflow:billing-support-workflow",
      "to": "role:data-analyst",
      "kind": "involves_role",
      "attributes": {}
    },
    {
      "from": "workflow:billing-support-workflow",
      "to": "skill-area:customer-success",
      "kind": "requires_skill_area",
      "attributes": {}
    },
    {
      "from": "workflow:billing-support-workflow",
      "to": "skill-area:revenue-operations",
      "kind": "requires_skill_area",
      "attributes": {}
    },
    {
      "from": "workflow:billing-support-workflow",
      "to": "domain:customer-experience",
      "kind": "applies_to_domain",
      "attributes": {}
    },
    {
      "from": "workflow:billing-support-workflow",
      "to": "domain:operations",
      "kind": "applies_to_domain",
      "attributes": {}
    },
    {
      "from": "workflow:billing-support-workflow",
      "to": "responsibility:data-quality-monitoring",
      "kind": "triggers_responsibility",
      "attributes": {}
    },
    {
      "from": "workflow:billing-support-workflow",
      "to": "responsibility:cost-optimization",
      "kind": "triggers_responsibility",
      "attributes": {}
    },
    {
      "from": "workflow:billing-support-workflow",
      "to": "org-unit:support-team",
      "kind": "performed_by_org_unit",
      "attributes": {}
    },
    {
      "from": "workflow:billing-support-workflow",
      "to": "org-unit:finance-team",
      "kind": "performed_by_org_unit",
      "attributes": {}
    }
  ],
  "incomingEdges": [
    {
      "from": "tool:chargebee",
      "to": "workflow:billing-support-workflow",
      "kind": "supports_work",
      "attributes": {
        "confidence": "high",
        "evidence": "Billing state, invoices, and subscriptions are direct support workflow projection points."
      }
    },
    {
      "from": "tool:lemon-squeezy",
      "to": "workflow:billing-support-workflow",
      "kind": "supports_work",
      "attributes": {
        "confidence": "medium",
        "evidence": "Payments and subscription state supports customer billing support."
      }
    },
    {
      "from": "tool:revenuecat",
      "to": "workflow:billing-support-workflow",
      "kind": "supports_work",
      "attributes": {
        "confidence": "medium",
        "evidence": "Entitlements and subscription events support mobile billing support workflows."
      }
    },
    {
      "from": "tool:mollie",
      "to": "workflow:billing-support-workflow",
      "kind": "supports_work",
      "attributes": {
        "confidence": "medium",
        "evidence": "Payment status and refund data support billing support."
      }
    },
    {
      "from": "tool-server:mcp-chargebee-candidate",
      "to": "workflow:billing-support-workflow",
      "kind": "supports_work",
      "attributes": {
        "confidence": "high",
        "evidence": "Billing state, invoices, and subscriptions are direct support workflow projection points."
      }
    },
    {
      "from": "tool-server:mcp-lemon-squeezy-candidate",
      "to": "workflow:billing-support-workflow",
      "kind": "supports_work",
      "attributes": {
        "confidence": "medium",
        "evidence": "Payments and subscription state supports customer billing support."
      }
    },
    {
      "from": "tool-server:mcp-revenuecat-candidate",
      "to": "workflow:billing-support-workflow",
      "kind": "supports_work",
      "attributes": {
        "confidence": "medium",
        "evidence": "Entitlements and subscription events support mobile billing support workflows."
      }
    },
    {
      "from": "tool-server:mcp-mollie-candidate",
      "to": "workflow:billing-support-workflow",
      "kind": "supports_work",
      "attributes": {
        "confidence": "medium",
        "evidence": "Payment status and refund data support billing support."
      }
    }
  ]
}