Lendware

Billing Operations Map

Team: 1 Controller, 1 Rep

Tech: Stripe, QuickBooks, HubSpot

I. Refunds, Credits, and Disputes (Chargebacks)

Complete process documentation and controls

Trigger

Customer submits refund/credit request via HubSpot ticket OR chargeback filed in billing system

Process Steps
  1. 01Refunds: Customer submits refund request via HubSpot ticket
  2. 02Rep investigates and validates reason (billing error, service issue, etc.)
  3. 03Rep escalates to Krystal for approval
  4. 04Krystal reviews and approves/denies refund
  5. 05If approved, Krystal processes refund in billing system and records in QuickBooks
  6. 06Rep sends confirmation email to customer and closes ticket
  7. 07Disputes: Chargeback filed in billing system (Stripe for legacy, QuickBooks for new)
  8. 08Krystal monitors dispute resolution center daily
  9. 09Krystal gathers documentation to prove Lendware followed contract (e.g., proof of renewal reminder sent)
  10. 10Krystal submits response to dispute within required timeframe (typically 7 days)
  11. 11If loss, Krystal records write-off in QuickBooks
Customer Touchpoint

Refund approved: "We've processed your refund of $[amount]." | Refund denied: "We've reviewed your request and are unable to issue a refund because [reason]." | Dispute: No direct customer touchpoint (handled via billing system and credit card company)

Failure Modes

Refund issued without approval, incorrect refund amount, chargeback not responded to (automatic loss), customer not notified, double refund, dispute deadline missed (automatic loss)

Controls

Krystal approval required for all refunds over $100, billing system refund validation, QuickBooks reconciliation, daily monitoring of dispute resolution center by Krystal, chargeback response SLA (7 days), documentation of contract compliance (e.g., renewal reminder email logs) to win disputes

Stage Metadata
Quick reference information

System of Record

Stripe/QuickBooks (refund/dispute status), HubSpot (ticket), QuickBooks (accounting adjustment)

Owner

Krystal (Accountable for approval, processing, and dispute monitoring), Claudio (Responsible for customer communication)

Inputs

Customer ID, invoice ID, refund amount, reason, supporting documentation

Outputs

Refund processed in billing system, accounting adjustment in QuickBooks, HubSpot ticket closed, chargeback response submitted, dispute won or lost

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