Many customers sign up for GitLab.com Subscription Plans and this guide will tell you how to verify what a customer has subscribed to, explain upgrade paths and how to process refunds.
Sign in to customers.gitlab.com using the support credentials in 1Password
Select Customers from the navigation on the left
In the Filter box, search for the customer using any of the criteria you got from the customer (name, company, etc.)
On the right side of the customer's entry, you will see a lowercase i. Click on it to see lots of this customer's data.
Sign in to Salesforce using the support credentials in 1Password
At the top of the page, search for the user or company
Look under the Accounts category for a result. Click on the Account Name that matches the company you're looking for.
Under GitLab Subscription Information look for the Purchased Products. You can also find the Next Renewal Date in this section.
Customers may want to upgrade their accounts (e.g. from Bronze to Silver) to access features not offered under their plan.
To process an upgrade:
Please see the handling refund requests workflow
For a month take the number of refunds and divide that by the total amount of orders (including self-managed and sales initiated orders). This analysis can be found in Periscope.
Note This does not include Internal Refunds which are results from when a web direct opportunity from a closed month is not credited to the correct sales person. Internal Refunds are not refunds to customers, therefore not meaningful when analyzing refunds processed as orders from GitLab's revenue system, Zuora.
We don't have a fixed goal but this number should get lower as the fullfillment group improves the self-service portal.