Quarterly Subscription Reconciliations (QSR)

Overview

This page provides guidance for handling tickets about the quarterly subscription reconciliation process, including disputes, escalation, pausing QSR, resetting max seats, and how to retry a reconciliation.

General Workflow

When a customer contacts support regarding QSR, as a first line of contact you can use the Support::L&R::Refund or cancellation request on quarterly subscription reconciliation macro, or you can craft a manual response based on it. If sending a response in your own words, it’s important to follow the general guidelines and information used in the macro to be sure that we are setting appropriate and consistent expectations.

Try to explain QSR, how it works, and consider linking to the documentation page for it. There are also individual SaaS focused and self-managed focused documentation pages explaining how billable seats are calculated.

Refer to this issue for in-depth explanations.

Do

• Explain how QSR works, and set appropriate expectations on any next steps.
• Be sure to set the Transaction Issue Type to Quarterly Subscription Reconciliation for tracking purposes.

Don’t

• Pass the ticket to Billing/AR.
• Pause QSR, or reset max seats without documented approval.

Dispute Escalation and Resolution

If the customer would like to dispute a reconciliation, either pending or processed:

• Advise the customer that you will be putting them in contact with their sales account manager.
• Follow the workflow on Working with Sales to inform the account manager in SFDC.
• Do not pause/disable QSR yourself except in extenuating circumstances (see below).
• Do not reset Max Seats on the namespace (see below).

Given that support team has no influence over the process at this point, direct the customer to continue all discussions with their sales manager, and the ticket may then be closed.

Pausing QSR on a subscription

Important: Support team should not be disabling QSR on a subscription except in the cases of confirmed bug behavior.

1. If QSR needs to be disabled on a subscription due to a customer dispute or any other non-bug issue, refer to the sales-ops handbook page on How To Temporarily Pause Quarterly Subscription Reconciliation. The sales account manager should be following this workflow to request a temporary pause on QSR.

2. In the event a bug has been confirmed which is causing an incorrect QSR amount to be quoted, due to the time-sensitive nature of reconciliations Support team have the ability to disable QSR manually on a subscription through the customersDot Admin interface, and we should do so in these cases.

   • Navigate to the customer’s account and view the Zuora Subscriptions tab (/admin/customer/:id/zuora_subscriptions).
   • Use the drop down menu under Quarterly Coterms to select Yes/No.
     • Switch to No.
   • Click Update.

When manually pausing QSR

1. You will need to take responsibility for ensuring that it becomes reactivated after a bug-fix or other work-around has been implemented.
   • Consider the due date app, reminder app, Slack’s built-in reminder tool, or whatever works for you.

Resolving Max Seats Overages

Important: Do not reset a namespace’s Max Seats without the necessary approvals in chatter. View this step as waiving trueups, and refer to the sales-ops handbook page Waived True-Ups: Policy and Approval Requirements

If approvals are given for resetting Max Seats, you can use the ZenDesk Mechanizer App > Max Seats tool, or do so through console access. Document the action in the relevant ticket, or in an internal-request. Use the GitLab Support Internal Requests for Global customers request option, and Reset max seats for QSR for the internal request type. In the case where QSR is approved for refund, approval for Max seats reset is still needed.

Be sure that you are setting this value such that it only eliminates the approved and waived overages. In many cases, you can simply set this value to the namespace’s current usage, but use some common sense here too like reviewing the ticket, screenshots, customer interactions, etc to be sure you are setting the proper amount. Ask in slack if you’re unsure.

Important: If a QSR is refunded, max user count must be reset by opening a ticket with Support. Deal Desk will support this process. Internal process guide here.

Performing reconciliation

The Perform reconciliation button, located on the details page of a Reconciliation, doesn’t currently work due to a bug.

Updating the default credit card in customersdot automatically re-triggers QSR payment (unless something goes wrong). You can see a successful re-trigger by looking at the status of the reconciliation event. The re-trigger can be done up to 3 months after a failed QSR event. If the payment did not get triggered, check that the card is set to default in customersdot.

The customer will receive an email when the reconciliation has failed and be provided with instructions on how to retry; this information is also available in our docs.

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