This SOP outlines the step-by-step processes for managing billing operations, including invoice modifications, manual invoice creation, refunds, and compensations. It is segmented by customer type (Standard vs. Enterprise) to ensure clarity and precision.
🔹 Part 1: Regular Customers (Starter, Pro, Growth)
🔹 Part 1: Regular Customers (Starter, Pro, Growth)
🔄 1.1.1 General Handling
🔄 1.1.1 General Handling
All non-enterprise invoices follow an automated billing cycle via Stripe and are managed in Quantumpuppy (QP).
Only Tier 2, CSMs, or agents with permissions can modify invoices.
Every modification requires:
Full customer and service details
A logged reason and requester
Proper formatting and matching usage logs
📝 1.1.2 Invoice Modification Request (Tier 1 Workflow)
📝 1.1.2 Invoice Modification Request (Tier 1 Workflow)
Step 1: Receipt
Acknowledge within 24 hours
Gather:
QP ID
Invoice link (if any)
Reason + supporting docs
Step 2: Eligibility Check
Check ToS
Escalate using "Tier 2 Escalation" macro
Customer message: “Escalated to our approvals team, expect a reply in 24–48 hours.”
If ineligible, offer alternatives:
Refund only the last payment
Reset all quotas
Hyperdrive credits (10/30/50 depending on frequency)
Step 3: Resolution
Tier 2 logs:
Conversation ID
Reason
Modifications performed
Requester
Refunds: Inform the customer that it may take 7–10 business days
🧾 1.1.3 Manual Invoice Creation
🧾 1.1.3 Manual Invoice Creation
Allowed only when:
System failed to generate invoice
Top-ups are missing from dashboard (manual request)
Steps:
Create invoice based on pricing
Charge the customer
Add the top-up under "Customer Quota Top-ups"
Manually adjust quotas
Log notes
🧾 1.1.4 Invoice Editing
🧾 1.1.4 Invoice Editing
Access invoice, validate need
Modify in edit mode
Source = API
Leave internal notes
❌ 1.1.5 Exclusions
❌ 1.1.5 Exclusions
No invoices for suspended or over-60-day-old usage
No invoice edits without Stripe proof
💵 1.2 Refund & Compensation
💵 1.2 Refund & Compensation
✅ 1.2.1 Refund Eligibility
✅ 1.2.1 Refund Eligibility
Initial subscriptions: 48 hrs, <10% quota used
Annual subscriptions: 72 hrs, <10% usage = 50% refund
Multiple bugs:
Only if 2+ weeks impact
Offer credits or 20% discount
🧾 1.2.2 Refund Handling Process
🧾 1.2.2 Refund Handling Process
Step 1: Receive Request
Reply in 24 hours
Collect QP, reason, docs
Step 2: Review
Check policy
Escalate if eligible
Customer: “Expect response in 24–48 hours.”
Step 3: Resolution
Refunds: May take 7–10 days
If denied, offer:
20% off next 3 months
Hyperdrive (10/30/50 based on issue count)
Quota refresh
500 AI credits
Access extension
❌ 1.2.3 Exclusions
❌ 1.2.3 Exclusions
No refunds for promotions/add-ons unless stated
🏢 Part 2: Enterprise & Gold Tier Clients
🏢 Part 2: Enterprise & Gold Tier Clients
🧾 2.1 Invoice Processing
🧾 2.1 Invoice Processing
Requires:
Input from Enterprise CSM/AM
Approval by Head of Support & Finance
🛠️ 2.1.2 Creation & Modification
🛠️ 2.1.2 Creation & Modification
Create invoice:
Customer ID
Payment amount
Description
Source = ADMIN
Edit invoice:
Validate & modify line items
Log notes with requester and reason
❌ 2.1.3 Exclusions
❌ 2.1.3 Exclusions
No invoices for paused or closed contracts
🎁 2.2 Compensation Policy
🎁 2.2 Compensation Policy
✅ 2.2.1 Eligibility
✅ 2.2.1 Eligibility
Submit within 2 business days
Requires documentation and validation
🎯 2.2.2 Compensation Tiers
🎯 2.2.2 Compensation Tiers
Tier | Scenario | Compensation | Escalation |
1 | Minor bugs | Premium support | No |
2 | Feature interruptions | Credits or upgrade | No |
2.1 | Repeat bugs | Bonus credits | Product notified |
3 | Major outage | Invoice % discount | Ops |
4 | Churn threat | Partial refund | Director |
5 | Platform unusable | Full refund | Finance |
🚨 2.2.3 Special Rules
🚨 2.2.3 Special Rules
Annual Plans: Escalation required. Prefer credits or extensions.
Always confirm resolution before issuing credits.
🔁 Part 3: All Customers
🔁 Part 3: All Customers
🚦 3.1 Escalation Levels
🚦 3.1 Escalation Levels
Tier 1: General tickets
Tier 2: Invoice edits/approvals
Tier 3: Enterprise/finance reviews
Tier 4: Legal or fraud
🚨 3.2 Fraud Prevention
🚨 3.2 Fraud Prevention
Flag chargebacks or mismatched info
Escalate to Finance immediately
💬 3.3 Communication Standards
💬 3.3 Communication Standards
Always:
Be professional
Log in Intercom
Include reference IDs
Avoid speculatio
⚖️ 3.4 Disputes
⚖️ 3.4 Disputes
Handled via arbitration (NYC) under ToS Section 25
🔍 3.5 Discrepancy Reporting
🔍 3.5 Discrepancy Reporting
Must be flagged within 7 business days
Follow this SOP precisely to ensure billing accuracy, prevent unauthorized refunds, and support strong customer relationships. Every action must be logged and follow internal and legal protocols.