Lendware

Billing Operations Map

Team: 1 Controller, 1 Rep

Tech: Stripe, QuickBooks, HubSpot

E. Contraction (Seat Reductions)

Complete process documentation and controls

Trigger

Customer requests seat reduction via HubSpot ticket or email

Process Steps
  1. 01Customer submits seat reduction request via HubSpot ticket
  2. 02Rep validates request and checks current seat count in billing system
  3. 03Rep confirms no seat floor applies (Lendware has no seat floor)
  4. 04Rep schedules seat reduction to take effect at next renewal date (no mid-cycle reductions to avoid refunds)
  5. 05Rep documents scheduled reduction in HubSpot ticket and billing system subscription notes
  6. 06Rep sends confirmation email to customer explaining effective date
  7. 07On renewal date, billing system automatically applies new seat count
  8. 08Rep confirms reduction applied and closes ticket
Customer Touchpoint

Email: "We've scheduled your seat reduction to take effect on [renewal date]. Until then, you'll continue to have access to [X] seats." Sent within 24 hours of request.

Failure Modes

Mid-cycle reduction applied (causing refund), incorrect seat count, reduction not applied at renewal, customer not notified

Controls

Rep must schedule reduction for renewal date only (no immediate changes), Krystal reviews all contractions monthly, billing system automation validates reduction timing

Stage Metadata
Quick reference information

System of Record

Stripe/QuickBooks (subscription), HubSpot (ticket)

Owner

Claudio (Responsible), Krystal (Accountable for revenue impact tracking)

Inputs

Customer ID, current seat count, requested seat count, effective date (renewal date)

Outputs

Scheduled seat reduction in billing system, HubSpot ticket updated, confirmation email sent, reduction applied at renewal

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