Inactive accounts and past-due invoices: billing policy and playbook – Vista Social

Overview

This playbook clarifies how to handle refund requests and past-due invoices from customers who claim they "weren't using" their account. It also defines the exact rules for when to void invoices, collect payment, or close an account.

Why inactivity does not mean no cost

A customer not logging in does not mean Vista Social has stopped incurring costs on their behalf. As long as an account is open and connected, the following continue to run:

Post analysis — we are continuously analyzing their connected profiles' post performance
AI systems — AI is actively monitoring and analyzing their account performance in the background
Inbox capture — inbox items are being captured in real time and during scheduled syncs
Media library — their media assets remain stored on our infrastructure

These processes run regardless of whether the customer logs in. Costs are tied to the account being open and connected, not to active user sessions. Do not accept "I wasn't using it" as grounds for a refund on its own.

Handling account reactivation requests with past-due invoices

If the customer is NOT asking for a refund on the two most recent invoices

If the customer is only asking to clear the outstanding balance and continue service:

Void the remaining past-due invoices (any beyond the two most recent)
Keep the account active with no interruption
Document the exception in the ticket with a note explaining the decision

If the customer IS asking for a refund and has more than three past-due invoices

Apply the following rule without exception:

We must collect a minimum of two invoices before granting any refund or voiding the remainder
If the customer declines to pay the two invoices, the only available resolution is:
1. Void the outstanding invoices
2. Close the account so they can start fresh with a new account

There is no middle ground here. Do not offer to void everything and keep the account open if the customer is refusing to pay and requesting a refund. Escalate to Reggie before making any exceptions.

Decision flowchart

Customer not asking for a refund, just wants to continue? → Void remaining past-due invoices, keep account open.
Customer asking for a refund, 3+ past-due invoices, willing to pay 2? → Collect 2 invoices, void the rest.
Customer asking for a refund, 3+ past-due invoices, refuses to pay 2? → Void all invoices, close the account. The customer must start a new account.

Important notes

Never void all invoices and leave the account open when a refund is being requested — this sets a precedent we cannot sustain
Do not confirm any exceptions or goodwill offers without Reggie's approval
Always document the resolution clearly in the ticket before closing
If the account is closed, confirm with the customer that they can sign up fresh and that their prior data will not carry over

Ownership and escalation

Support team — can communicate the policy and collect payment information
Reggie — must approve refunds, any deviation from the two-invoice minimum rule or any account closure exception
If a customer escalates or threatens a chargeback, loop in Reggie immediately before responding further