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Upgrade Downgrade

Process subscriber plan changes including upgrades, downgrades, and add-ons

Complexity: Moderate | Duration: 5-15m | Category: Operations/Process

Tags: upgrades downgrades plan-changes billing provisioning

Workflow Diagram​

Steps​

Step 1: Request intake​

Agent: customer

success - Understand reason for plan change

Step 2: Plan comparison​

Agent: customer

success - Explain differences between plans

Step 3: Proration calculation​

Agent: billing

specialist - Calculate prorated charges/credits

Step 4: Change execution​

Agent: billing

specialist - Update subscription tier

Step 5: Access provisioning​

Agent: onboarding

specialist - Grant/revoke feature access

Step 6: Billing adjustment​

Agent: billing

specialist - Process immediate charge or credit

Step 7: Confirmation​

Agent: customer

success - Send confirmation email with new plan details

Step 8: Next billing​

Agent: billing

specialist - Update future billing amount

Step 9: Validation​

Agent: component

qa-validator - Verify access and billing updated

Usage​

To execute this workflow:

/workflow operations/process/upgrade-downgrade.workflow

See other workflows in this category for related automation patterns.