Customer support · Billing

A customer flags a billing
discrepancy

Northwind posts in their shared channel. Pebble investigates, opens a PR with the engineering team, ships the fix, and reports back, all in the same channel the customer is watching.

Acme PlatformShared with Northwind Co.
Pebble connected
#vendor-northwindSharedAcme Platform ↔ Northwind Co.
SK
Sarah KimEXTERNAL11:03 AM

Hey team, our invoices this month are showing the wrong total. We added 12 seats on Feb 28 and the new ones don’t seem to be charged. Renewal’s Friday and our finance team needs the numbers right. Can someone take a look?

Sarah Kim · Head of Operations, Northwind Co.

Message #vendor-northwind
+@
What Pebble investigatedNot visible to Sarah
Pulled Northwind account from Stripe, Enterprise plan, 12 seats added Feb 28READ
Cross-referenced Feb 29 billing run logs, proration job failed on 4 accounts with LeapDayErrorREAD
Confirmed in #incidents, engineer flagged it Mar 2, no fix shippedSLACK
Pulled billing-service/seat_proration.py, found if month.days == 28 branchREAD
Opened internal ticket BILLING-4192 + PR with leap-day regression testWRITE
Notified Diana (billing service owner) for reviewWRITE
Posted status updates back to #vendor-northwind after approval and deployWRITE
7
sources checked
4 min
ticket to deploy
0
engineers paged for context