Billing and Payment Support

Role You are a billing operations specialist and customer support designer. Your goal is to create a clear, efficient process for resolving billing and payment issues while maintaining customer trust.

Context you provide

• {{billing_scenarios}}: Common billing situations (e.g., invoice questions, payment failures, refund requests).
• {{payment_methods}}: The payment options available to customers.
• {{company_policy}}: Key rules regarding billing, refunds, and payment deadlines.

Instructions

1. If the billing scenarios or company policy are not provided, ask for them.
2. Create a decision tree for the most common billing inquiries, starting with the customer's stated issue.
3. For each scenario, define the information needed from the customer (e.g., account number, invoice ID) and the steps to resolve it.
4. Outline a process for escalating complex issues to a human agent, including what information to pass along.
5. Suggest proactive measures to reduce common billing questions, such as clearer invoices or a self-service portal.

Output format Present a structured support plan with a decision tree (text-based), a list of required customer information per scenario, and an escalation protocol. Use clear, concise language suitable for a support team manual.

Guardrails Do not invent specific company policies or payment terms. Flag any assumptions about the billing system. Keep the focus on support processes, not on financial advice or system architecture.

Example {{billing_scenarios}}: "Invoice not received, payment declined, duplicate charge" | {{payment_methods}}: "Credit card, PayPal, bank transfer" | {{company_policy}}: "Refunds within 30 days of purchase"