Krystal monitors payment confirmations in Stripe/QuickBooks daily. If payment received but no account created, manually provision within 1 hour and send apology email with expedited onboarding.

Implement webhook monitoring to alert Slack channel when payment succeeds but no account creation event follows within 5 minutes.

Rep verifies Billing Admin email in HubSpot before sending payment link. If wrong email used, void original link, generate new link, and send to correct address within 2 hours.

Add email confirmation step in HubSpot workflow before payment link generation. Require Rep to confirm Billing Admin email matches deal contact.

Rep sends follow-up email on day 7 offering assistance. If no response by day 14, Rep calls customer to troubleshoot login issues or reschedule onboarding.

Implementation team sends reminder email on day 3 with login instructions and troubleshooting guide. Krystal monitors PostHog activation events daily.

Tim monitors 'upgrade' Slack channel daily and tags account manager or Krystal when new user detected. Rep contacts customer within 24 hours to confirm seat addition and send prorated invoice.

Update contract language to state that adding a seat constitutes an annual commitment. Krystal conducts weekly seat count verification in PostHog vs. billing system. Implement in-app notification when customer adds user.

Krystal reviews all prorated invoices before sending to customer. If error detected, void incorrect invoice, generate corrected invoice, and send explanation email to customer.

Implement automated proration calculator with manual review step. Document proration formula in billing system notes. Require Krystal approval for all mid-cycle charges over $500.

If reduction applied incorrectly, do NOT issue refund. Explain to customer that reduction takes effect at renewal per contract terms. Document error in HubSpot ticket and add reminder for renewal date.

Add 'scheduled reduction' field in billing system that only applies changes on renewal date. Rep must document scheduled reductions in both billing system and HubSpot with renewal date noted.

If reminder missed, send immediately with apology. If customer disputes renewal, Lendware may be liable for refund due to failure to meet contractual obligation. Document proof of sending for all future renewals.

Implement automated renewal reminder workflow in HubSpot that triggers 60 days before renewal. Rep must log proof of sending (email sent timestamp) in HubSpot ticket. Krystal reviews reminder log weekly.

If invoice missed, send immediately. If customer cannot pay within remaining time, offer payment plan or extend grace period. Document agreement in HubSpot ticket.

Krystal sets calendar reminder 35 days before renewal for all annually-paid customers. Implement automated invoice generation workflow in QuickBooks/Stripe.

Support team has no access to Stripe/QuickBooks, so this scenario is prevented by access control. If access granted in future, implement mandatory churn channel workflow.

Maintain current access control policy. Support team must use churn Slack channel for all cancellation requests. Claudio/Krystal are only users with billing system cancellation permissions.

If dunning emails missed, Rep sends personalized email immediately explaining payment failure and retry schedule. Offer to update payment method or switch to ACH.

Verify dunning email templates are active in Stripe/QuickBooks. Rep monitors failed payment dashboard daily and sends manual follow-up if automated email not sent within 24 hours.

If suspension occurs without notification, Rep calls customer immediately to explain situation and offer payment options. Restore access temporarily (24-48 hours) while payment is processed.

Support team must send suspension notice email before revoking access via Auth0. Implement 24-hour grace period between suspension notice and access revocation.

Krystal monitors dispute resolution center in Stripe (legacy) and QuickBooks (new) daily. If dispute received, gather evidence (contract, renewal reminder proof, usage logs) and respond within 7 days.

Set up email alerts for new disputes. Krystal checks dispute dashboard every Monday and Thursday. Maintain organized records of all customer communications (renewal reminders, invoices, confirmations) for dispute evidence.

If exception created without documentation, Rep must retroactively document in HubSpot ticket with reason, approval timestamp, and Krystal confirmation. Send confirmation email to customer.

Require HubSpot ticket for all exceptions. Rep must document reason, get Krystal approval via ticket comment, and attach approval screenshot before executing change in billing system.