Billing Support Workflow overview

Handles billing and payment-related support cases — processing payment failure investigations including declined cards, expired payment methods, and gateway errors, managing refund request workflows with approval tiers based on amount and reason code, handling subscription modification requests including plan upgrades, downgrades, add-on changes, and cancellation with retention offers, coordinating dunning communication sequences for failed payments with escalating urgency, resolving invoice discrepancies through reconciliation with usage data and contract terms, managing proration calculations for mid-cycle changes, tracking billing dispute resolution times and outcomes, and identifying systemic billing issues that indicate product or integration problems. Produces billing support volume dashboards, refund rate analytics, and dunning effectiveness reports. Excludes pricing strategy and payment platform engineering.