Purpose
Use this procedure when unpaid-invoice handling reaches cancellation or when a fully settled customer needs help reactivating. The Billing overview article 16245352 remains the lifecycle and exception reference.
Owners and records
CS Team Lead: reviews and authorizes cancellation scheduling, records the scheduled cancellation in Chargebee and approves any refund or credit-note exception.
Assigned CS Account Owner: owns customer contact and reactivation support.
Chargebee: cancellation schedule, payment settlement and subscription state.
Unpaid Masterfile: operational status, notes, active state and unpaid-invoice count.
Intercom and CRM: customer communication and phone-call evidence.
Cancellation procedure
Confirm on the Client's billing page that the account has reached the third unpaid invoice and that recovery is not supported by an approved exception or payment arrangement.
Review the account during the weekly unpaid process and present the evidence to the CS Team Lead.
The CS Team Lead authorizes the cancellation schedule.
Schedules and record the cancellation in Chargebee on the subscription with Cancellation Reason "Payment issue"
The assigned CS Account Owner informs the customer through Intercom and sends macro B_UNPAID_LAST-WARNING
Update the status on the Unpaid Masterfile.
The Subscription status will be automatically updated when cancellation is recorded on Chargebee
Reactivation procedure
Confirm that all unpaid invoices have been settled on the client's Subscription page.
Guide the customer to reactivate manually through the application when required if invoices are still opened and client wishes to pay by credit card.
Subscription status should be marked as Active in the dashboard.
Verify that the website returns online. The expected recovery time after Chargebee registers payment is approximately 15 minutes.
Reminder: Direct debit is not instant. Prefer payment by credit card
If the website remains offline after that period, verify the billing state and DNS, then escalate to Slack channel support-tech
Confirm reactivation with the customer on Intercom.
Refund and credit-note exceptions
The standard rule is no refund and no credit note.
Any exception requires explicit CS Team Lead approval. If a customer asks for a commercial gesture on the phone, make sure request is also sent by email to [email protected] explicitely.
If credit note or refund is approved by CS Team Lead, tag them on the client's Intercom conversation or add request to Slack channel cs-internal
Completion criteria
For cancellation: Chargebee contains the authorized cancellation schedule and the customer and operational records are updated.
For reactivation: Chargebee is settled and active, the Unpaid Masterfile is ACTIVE with zero unpaid invoices, the website is online and the customer outcome is recorded.