Purpose
Use this procedure during the weekly unpaid review when an account may meet the suspension rule.
The Billing overview article 16245352 remains the reference for the complete unpaid-to-reactivation lifecycle.
Owner and review
The CS Team Lead owns the weekly review during the CS Team Unpaid Meeting and refreshes the Unpaid Masterfile every week with current data taken directly from Chargebee.
The assigned CS Account Owner owns the customer-level review, communication and follow-up.
Suspension gate
An account qualifies for suspension review when either condition is verified:
three or more unpaid invoices; or
the unpaid total exceeds EUR 220 and the oldest included invoice is more than 45 days overdue.
Exclude invoices with a future expected_payment_date.
The 60-day activation grace applies to the first invoice but does not generally override the multiple-unpaid rule.
A first unpaid invoice outside the applicable grace is handled as Coming Soon rather than Suspended when the multiple-invoice rule is not met.
Where to find the account status
Open the Reporting tab of the Unpaid Masterfile and locate the account.
The section in which the account appears, together with the Owner and Comment columns, shows its current working status and the action expected from the team.
The CS Team Lead refreshes the file weekly with Chargebee data. CS Account Owners should update the working status and comments as they complete customer follow-up.
Procedure
The CS Team Lead refreshes the Unpaid Masterfile with current Chargebee data before the weekly CS Team Unpaid Meeting.
The assigned CS Account Owner opens the Reporting tab of the Unpaid Masterfile and identifies the account’s current status, owner and comment.
In the customer account, open Plan & Billing. Review all invoices and confirm whether the saved payment method is valid.
Check Intercom and the CRM call log for an approved exception, an active payment arrangement or recent customer evidence if needed.
The CS Team Lead decides whether the standard suspension should proceed or an exception applies.
The assigned CS Account Owner sends the approved suspension communication and attempts phone contact when appropriate.
The CS Account Owner updates the working status or comment in the Unpaid Masterfile and preserves the customer communication in Intercom and the CRM call log.
Verify the resulting website and account state after the billing action takes effect.
Escalation and exceptions
If the Unpaid Masterfile appears stale or conflicts with the Plan & Billing page, flag the account to the CS Team Lead. The Team Lead verifies the source data in Chargebee and refreshes the file.
Only the CS Team Lead may authorize an operational exception to the standard handling.
If the billing state and website state disagree after verification, use the current technical escalation route.
Completion criteria
The account was reviewed using the latest weekly Unpaid Masterfile refresh and its current Plan & Billing information.
The account’s working status and next action are visible in the Reporting tab.
The customer communication is preserved in Intercom and the CRM call log.
Any approved exception is recorded in the Unpaid Masterfile or Intercom
The website and account state match the authorized decision.