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141 lines
4.2 KiB
Markdown
141 lines
4.2 KiB
Markdown
---
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name: customer-billing-ops
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description: Operate customer billing workflows such as subscriptions, refunds, churn triage, billing-portal recovery, and plan analysis using connected billing tools like Stripe. Use when the user needs to help a customer, inspect subscription state, or manage revenue-impacting billing operations.
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origin: ECC
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---
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# Customer Billing Ops
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Use this skill for real customer operations, not generic payment API design.
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The goal is to help the operator answer: who is this customer, what happened, what is the safest fix, and what follow-up should we send?
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## When to Use
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- Customer says billing is broken, they want a refund, or they cannot cancel
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- Investigating duplicate subscriptions, accidental charges, failed renewals, or churn risk
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- Reviewing plan mix, active subscriptions, yearly vs monthly conversion, or team-seat confusion
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- Creating or validating a billing portal flow
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- Auditing support complaints that touch subscriptions, invoices, refunds, or payment methods
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## Preferred Tool Surface
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- Use connected billing tools such as Stripe first
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- Use email, GitHub, or issue trackers only as supporting evidence
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- Prefer hosted billing/customer portals over custom account-management code when the platform already provides the needed controls
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## Guardrails
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- Never expose secret keys, full card details, or unnecessary customer PII in the response
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- Do not refund blindly; first classify the issue
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- Distinguish among:
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- accidental duplicate purchase
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- deliberate multi-seat or team purchase
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- broken product / unmet value
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- failed or incomplete checkout
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- cancellation due to missing self-serve controls
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- For annual plans, team plans, and prorated states, verify the contract shape before taking action
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## Workflow
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### 1. Identify the customer cleanly
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Start from the strongest identifier available:
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- customer email
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- Stripe customer ID
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- subscription ID
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- invoice ID
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- GitHub username or support email if it is known to map back to billing
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Return a concise identity summary:
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- customer
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- active subscriptions
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- canceled subscriptions
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- invoices
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- obvious anomalies such as duplicate active subscriptions
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### 2. Classify the issue
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Put the case into one bucket before acting:
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| Case | Typical action |
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|------|----------------|
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| Duplicate personal subscription | cancel extras, consider refund |
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| Real multi-seat/team intent | preserve seats, clarify billing model |
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| Failed payment / incomplete checkout | recover via portal or update payment method |
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| Missing self-serve controls | provide portal, cancellation path, or invoice access |
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| Product failure or trust break | refund, apologize, log product issue |
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### 3. Take the safest reversible action first
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Preferred order:
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1. restore self-serve management
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2. fix duplicate or broken billing state
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3. refund only the affected charge or duplicate
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4. document the reason
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5. send a short customer follow-up
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If the fix requires product work, separate:
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- customer remediation now
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- product bug / workflow gap for backlog
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### 4. Check operator-side product gaps
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If the customer pain comes from a missing operator surface, call it out explicitly. Common examples:
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- no billing portal
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- no usage/rate-limit visibility
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- no plan/seat explanation
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- no cancellation flow
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- no duplicate-subscription guard
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Treat those as ECC or website follow-up items, not just support incidents.
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### 5. Produce the operator handoff
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End with:
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- customer state summary
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- action taken
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- revenue impact
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- follow-up text to send
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- product or backlog issue to create
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## Output Format
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Use this structure:
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```text
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CUSTOMER
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- name / email
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- relevant account identifiers
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BILLING STATE
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- active subscriptions
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- invoice or renewal state
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- anomalies
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DECISION
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- issue classification
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- why this action is correct
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ACTION TAKEN
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- refund / cancel / portal / no-op
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FOLLOW-UP
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- short customer message
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PRODUCT GAP
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- what should be fixed in the product or website
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```
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## Examples of Good Recommendations
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- "The right fix is a billing portal, not a custom dashboard yet"
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- "This looks like duplicate personal checkout, not a real team-seat purchase"
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- "Refund one duplicate charge, keep the remaining active subscription, then convert the customer to org billing later if needed"
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