F. Renewal (Auto-Renew vs Manual)
Complete process documentation and controls
60 days before renewal date (for annual-paid) or automatic renewal date (for monthly-paid)
- 01For Monthly-Paid: Billing system automatically attempts to charge payment method on renewal date
- 02For Annual-Paid: 60 days before renewal, Rep creates renewal task in HubSpot
- 03Rep sends renewal notice to Billing Admin via email (REQUIRED - legal compliance and contractual obligation)
- 0430 days before renewal, Krystal generates invoice in billing system and sends to customer
- 05Customer pays invoice via ACH (preferred), credit card, or wire
- 06Krystal confirms payment received in billing system and QuickBooks
- 07Subscription renews automatically in billing system
- 08Rep sends renewal confirmation email and closes HubSpot task
60 days: "Your Lendware subscription renews on [date]." (REQUIRED - legal and contractual) | 30 days: "Your invoice is ready. Please remit payment by [date]." | On renewal: "Thank you! Your subscription has been renewed."
Invoice not sent, payment not received, renewal not processed, customer not notified, renewal reminder not sent (legal liability and refund risk), manual renewal forgotten
HubSpot automated renewal task creation (60 days before), Krystal reviews all annual renewals weekly, billing system renewal automation for monthly-paid, Rep escalation path if payment overdue, email logging system to prove renewal reminder sent (required for dispute protection)
System of Record
Stripe/QuickBooks (subscription), HubSpot (renewal task)
Owner
Claudio (Responsible for outreach and follow-up), Krystal (Accountable for invoicing and payment reconciliation)
Inputs
Customer ID, subscription ID, renewal date, seat count, billing frequency
Outputs
Renewed subscription in billing system, payment received, renewal confirmation sent, HubSpot task closed, proof of renewal reminder sent (email log for dispute protection)