Lendware

Billing Operations Map

Team: 1 Controller, 1 Rep

Tech: Stripe, QuickBooks, HubSpot

G. Churn (Voluntary and Involuntary)

Complete process documentation and controls

Trigger

Voluntary: Customer submits cancellation request. Involuntary: All dunning retries failed

Process Steps
  1. 01Voluntary: Customer submits cancellation request via HubSpot ticket
  2. 02Support team acknowledges within 24 hours and attempts retention
  3. 03Support team submits cancellation request via 'churn channel' (Slack) - support has no billing system access
  4. 04Claudio/Krystal schedules subscription cancellation in billing system for end of billing period
  5. 05Support team sends offboarding email with data export instructions
  6. 06On cancellation date, billing system cancels subscription and customer loses access
  7. 07Rep logs churn reason in HubSpot and closes ticket
  8. 08Krystal updates revenue forecast in QuickBooks
  9. 09Involuntary: After all dunning retries fail, Krystal informs support team
  10. 10Support team suspends account access via Auth0 and sends suspension notice
  11. 11Cancellation decision made on case-by-case basis (not automatic after fixed days)
  12. 12If cancellation approved, Claudio/Krystal cancels subscription in billing system
  13. 13Krystal logs failed payment in QuickBooks and writes off as needed
Customer Touchpoint

Voluntary: "We're sorry to see you go. Your account will remain active until [date]. Here's how to export your data." | Involuntary: "Your account has been suspended due to payment failure. Please update your payment method to restore access."

Failure Modes

Immediate cancellation (customer loses access mid-cycle), data export not provided, churn reason not logged, revenue not updated, support team unable to cancel (no billing system access), churn channel request missed

Controls

Rep must schedule cancellation for end of billing period, automated data export email, HubSpot required field for churn reason, Krystal monthly churn review, churn channel workflow for support team (no direct billing system access), case-by-case review for involuntary churn cancellation

Stage Metadata
Quick reference information

System of Record

Stripe/QuickBooks (subscription status), HubSpot (churn ticket, churn reason)

Owner

Support team (Responsible for voluntary churn process and account suspension), Claudio/Krystal (Accountable for billing system cancellation), Krystal (Accountable for involuntary churn and write-offs)

Inputs

Customer ID, subscription ID, cancellation reason, effective date

Outputs

Canceled subscription in billing system, HubSpot churn ticket closed, churn reason logged, data export provided, revenue forecast updated, account access suspended (involuntary)

RACI Roles
RResponsible (does the work)
AAccountable (decision-maker)
CConsulted (provides input)
IInformed (kept in loop)