Product Support Specialist SOP: Managing Billing Requests

Workflow Overview

Inbox → Review → Categorize → Assign → Change Pipeline (Billing Requests)

1. Review ticket intent
2. Assign or Route
3. Add Internal Notes

1. Review Ticket Intent

• Is this a Billing Issue? (invoice, payment failure, refund, charge query)

  • Some charges can be found in the snapshot by navigating to Settings > Billing > Wallet & Transactions
• If not found in the snapshot, please use the following steps

 2. Assign or Route Ticket

• If Support CAN resolve:

  • Assign to yourself, respond and resolve

• If Billing Team is required:

  • First, respond to the partner letting them know we've received their inquiry, then, move  the ticket to the Billing Requests Pipeline

  • From the dropdown that appears when you move the ticket into the Billing Requests pipeline, select the reason the ticket is being moved.

  • Always add internal notes (#triage) - step 3 below
  • Assign to the correct owner

3. Add Internal Notes (REQUIRED)

• Summary of billing issue

• Key details (invoice, amount, date)

• Actions taken so far

• What Billing team needs to do

Final Handoff Check

☐ Correct owner assigned
☐ Proper billing category selected
☐ Notes are clear + actionable
☐ No duplicate tickets exist