📘 Summary:

This article addresses scenarios where customers are charged for a subscription or service they opted out of or canceled. It provides steps to verify subscription status, resolve billing issues, and ensure it doesn’t repeat.

📌 Issue:

A customer reports being charged for a service or subscription that they had already opted out of or canceled. This can lead to frustration and potential escalation if not resolved promptly.

🔍 Root Cause:

• Subscription cancellation not processed correctly

• Delay in system update after opt-out

• Billing cycle not aligned with subscription cancellation

• CRM system sync failure between service status and billing engine

🛠 Resolution Steps:

• Verify the subscription details in the CRM by checking the customer record, subscription history, and cancellation date.
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• Check the billing activity and review the last invoice, comparing it with the subscription end date.
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• If it's confirmed that the subscription was canceled before billing, initiate a refund or apply a service credit.
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• If the cancellation was delayed in the system, escalate the case to the billing team for necessary adjustments.
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• Communicate with the customer, apologize for the inconvenience, and inform them of the action taken.
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• Monitor for repeated cases and raise a defect if needed; ensure cancellation flows and audit logs are functioning correctly.