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Resolve billing reviews

Add context, resolve, dismiss, or route a billing review to an owner. The review records the decision and leaves a visible audit trail.

Status
Draft, not yet re-verified
Who can do this
Organization owners, Managers
Required access
billing.manage
Where in PositiveForm
/billing/reviews/:id
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Who this is for

This guide is for managers and owners working the failed-payment review queue. A review is opened when a family's payment did not go through. Nobody is removed from a program automatically.

Before you begin

  • An open review must exist. Reviews are created by failed payments, not by hand.
  • You need billing management access.

Steps

  1. Open Billing in the left navigation.
  2. Go to the Payment reviews tab, or use Failed payments to review on the Overview tab. Both list the family, the amount owed, and how long the review has been open.
  3. Click the family name to open the review at /billing/reviews/<id>.
  4. Read the header: the family name, a one-line summary, and the Amount owed, Open for, and Family member figures. Open the payment page for this invoice opens the Stripe-hosted invoice when one exists.
  5. Optionally type what you found, who you called, and what you agreed into the note box under What would you like to do?.
  6. Choose one action: - Add note records the note and leaves the review open. It is only enabled once you have typed something. - Keep this subscription closes the review as resolved and keeps the subscription. Nobody is removed. - Send to the owner flags the review for the organization owner and records the hand-off. The review stays open. - Dismiss closes the review without keeping or changing anything.
  7. Confirm the outcome in the History card, which lists every action with who did it and when.

Expected outcome

The review records the decision and the note. A closed review shows "This review is closed" with who resolved or dismissed it and on what date, and the decision buttons are no longer offered.

Recovery

If a decision fails, the error appears as a toast and the review stays open; retry rather than opening a second review. If the review is not in the list, change the status filter on the Payment reviews tab: it defaults to open reviews only.

  • BILL-004
  • BILL-007