Billing and invoicing requests require action from our Billing/Accounts Receivable team.
The following information is helpful to provide to the AR team when transfering tickets, but not required.
Manage Purchases
in
CustomersDotEdit
tabEdit
tabWhen a customer wants to change the contact for current and future purchases.
Note: Billing doesn't have a vetting process, so we need to vet the customer as far as possible before passing the request
Support::L&R::Zuora Contact Change
macro to transfer the ticket to AR to
update the bill to and sold to contact in ZuoraSupport will still generate a manual license if new contact wants an updated license. Zuora update is primarily effective for future purchases.
NOTE: The Sold to
contact in Zuora usually receives the license, renewal reminders and comms about changes to the subscription (e.g renewal success/fail). The Bill to
contact in Zuora will receive invoices as well as renewal reminders.
When billing processes an entity change, billing creates a second Zuora account for the customer, with a different entity than the original.
To identify entity changes, check the Renewal subscription
field in a Zuora subscription.
The original (and now cancelled) subscription will point at a Renewal subscription
that can be used to search for the new Zuora account.
When an entity change happens at renewal, it can impact how licenses are generated. If you are troubleshooting a license issue, check Zuora to see if there are 2 accounts with different entities to confirm if an entity change took place.
The issue that we will see more often is the renewal license not generated with previous users or trueups. In the event of the license being impacted by the entity change, we can assist with a manual license.
As part of the entity change process,
the Billing team sets the new Zuora account to silent
when creating the relevant quote, opportunity, and subscription from the previous account.
The silent
account setting results in no Order being created in Customers Portal.
You can confirm that a Zuora account is silent
by checking Billing and Payment Info -> Communication Profile.
NOTE: A subscription in the Customers Portal account may be visible but it would be impossible to link it to a group because of lack of an Order entry.
These situations are handled by following the steps in the Billing Entity Change: Associate Subscription issue template.
When a customer wishes to cancel their subscription and they are not interested in waiting until the subscription expires.
General::Accounts Receivable
macro to transfer the ticket to AR to
process the cancellation. They will reply to the customer once done and issue
a refund if applicable.There is currently no ability to downgrade a subscription from a self-service perspective.
Plan downgrades should only be done at renewal. However, if the customer purchased the wrong plan as a new subscription, send
the request to the AR team by selecting the Accounts Receivable
macro and ask that the incorrect purchase be cancelled so that a new subscription can be purchased on the Premium plan.
If a SaaS Ultimate customer would like to renew for a Premium plan, advise them to purchase a Premium subscription and link their group to the new subscription. Ensure that they have set their Ultimate subscription to expire/cancel on the end date.
If a Self-managed Ultimate customer would like to renew for a Premium plan, refer them to Sales for assistance.
GitLab provides subscriptions on an annual basis which are not eligible for termination / refund for a customer's convenience. When a refund request is made, our billing team uses this internal guide (GitLab internal) to determine if a refund is appropriate.
General::Accounts Receivable
macro to transfer the ticket to AR to advise and process if relevant. They will reply to the customer once done.Note: we cannot do partial refunds, so when a refund is requested, the whole subscription will have to be cancelled and refunded. See Renewal reversal for accidental renewal scenarios.
Check first if the invoice is available in CustomersDot.
General::Accounts Receivable
macro to transfer the ticket to AR to
process the request. They will reply to the customer once done.When a customer wishes to modify their invoice for tax or administration purposes.
General::Accounts Receivable
macro to transfer the ticket to AR to
process the request. They will reply to the customer once done.Use the General::Accounts Receivable
macro to transfer the ticket to AR to
process the request. They will reply to the customer once done.
When a customer wishes to remove their credit card from their CustomersDot account.
General::Accounts Receivable
macro to transfer the ticket to AR to
process the request. They will reply to the customer once done.When a customer has accidentally renewed twice or mistakenly.
General::Accounts Receivable
macro to transfer the ticket to AR,
they will reverse the renewal so that the subscription is in the same state
as before the renewal and refund the renewal if applicableWhen a customer has a payment limit on their card, preventing a single payment for the full amount of their purchase, Billing is able to charge the card in "batches".
General::Accounts Receivable
macro to transfer the ticket to AR to
process the request. They will reply to the customer once done.Note that in some cases, the total amount is too large to charge in 2 batches and Billing might request that a sales-assisted order is done instead. If you're unsure whether this would be the case, you can tag [at]Billing-ops in Chatter on the Account or Opportunity in SFDC to double-check with them.