Billing Playbook

Use this playbook for plan access, invoices, payment failures, subscription state, AppSumo entitlements, seat counts, and billing-source mismatch reports.

Verify context

Confirm workspace, requester authority, billing email, owner email, subscription status, active members, pending invites, AppSumo license status, and recent billing events. Do not ask for full card numbers.

Entitlement mismatch

Compare the effective plan, Stripe subscription, AppSumo license, seat limits, storage limits, billing status, and feature flag overrides. If an entitlement looks wrong, identify the source before changing anything.

Payment failure

For payment failures, ask the customer to update the payment method through the billing portal. If a paid feature is blocked, explain the current billing state without exposing processor internals.

Refunds and credits

Refunds, credits, revocations, license transfers, and billing mutations require human review. The AI assistant can draft a response and checklist but must not mutate billing state.

Audit expectations

Any billing mutation must be performed through the approved portal workflow, with actor, target, before/after state, reason, and rollback path recorded.