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Billing queue

Relay closes routine billing tickets and escalates the rest to a person

Proration, invoice copies and card declines, answered from live Stripe data with the policy section cited.

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Zendesk ZD-4821

Unrecognised charge on my card

Assigned to Relay

Priya Raghunathan

There is a $70.97 charge on my card from 12 March. I pay $39 a month. What is this?

Relay

stripe.subscriptions.retrieve212 ms
customer
cus_QMx7Rb4t
expand
latest_invoice.lines

sub_1P7dK2 · Studio · $149.00/mo

The $70.97 is the mid-cycle switch to Studio on 12 March: $96.13 for the twenty days left, less

Drafting a reply

65%

Of billing tickets closed without a human

Our billing queue went from 340 tickets a week to 118 reaching a person.
Marta Oyelaran, support lead at Coilbook

The run on this page

Ticket
ZD-4821
First reply
+1.61s
Calls
6 tools · 1 handoff
Escalated
+17m04s
Closed
24m

The same ticket runs through the transcript, the log and the flow diagram on the product page.

How it runs

Read, draft, hand off

Three steps, and the third is the one your team cares about.

  1. 01

    It reads the account

    Relay opens the Stripe subscription, the invoice lines and your accounts table before it writes a word. No answer is composed from the ticket text alone.

  2. 02

    It drafts with a citation

    Every reply names the help-center section it came from. If no section matches above 0.8 confidence, Relay does not send.

  3. 03

    It stops at your line

    Refunds over $50, cancellations and disputes go to a named person with the four facts already gathered and a reply drafted.

The boundary

What it closes, what it passes

Written down before you switch it on, and enforced in code rather than in a prompt.

Relay closes these

Answered from your data, sent without waiting for anyone.

  • Proration after a mid-cycle plan change
  • Invoice, receipt and VAT copies
  • Card declines and expiring cards
  • Failed payment retries
  • Tax ID and billing address edits
  • Seat counts and what a seat costs
  • Trial end dates and what happens next
  • Account credits up to $50

Relay hands these over

Every time, with the research attached and a reply drafted.

  • Refunds over $50
  • Cancellations and downgrades
  • Chargebacks and disputes
  • Accounts on a signed contract
  • Anything the customer calls a complaint
  • Any policy match below 0.8 confidence

Connected systems

Six systems, stated access

Read access where it needs it, write access in five places, all listed.

  • Stripe

    read + limited write

    Subscriptions, invoices, charges. Writes credits up to $50 and payment retries.

  • Postgres

    read only

    A read replica of your accounts and entitlements tables. Relay never holds a write credential.

  • Zendesk

    read + write

    Reads the ticket thread, posts the reply or leaves it as a draft for review.

  • Front

    read + write

    Per-inbox. Relay can be switched on for billing and left off for everything else.

  • Intercom

    read + write

    Reads the conversation, replies in-app, and keeps the assignment when it escalates.

  • Slack

    write only

    Posts every handoff into the channel that owns the account, with the facts inline.

Put Relay on the billing queue

Connect Stripe and one helpdesk, approve its first 50 replies, then let it send.

Start free for 14 days
  • No card to start
  • You approve its first 50 replies
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