[L&R] Proposal: Add the ability to update SoldTo/BillTo contact in case of a typo
Problem Statement
What is the problem?
Occasionally, L&R Support receives requests (both via IRs and customer-facing tickets) to forward the license to someone else. While the majority of these requests are covered by the "Associating subscription with other CustomersDot users and changing subscription owner" workflow, currently we don't have any exceptions/simplified workflows for correcting the typo in subscription owner's contact.
This proposal is mostly aimed to discuss & address the following scenario - The customer makes a new purchase/renewal via Sales-assisted process. Along the way, someone (the customer, Account Exec, reseller) makes a typo in a customer's email address. Once the order is completed, all the license-related information is sent to an incorrect typo'd email, and the subscription is now associated with that email.
Why is this a problem?
Having no ability to correct the typo internally without a customer's involvement negatively impacts the customer's experience. Additionally, we have limited ability to validate the customer's request if the order was completed with an incorrect email address specified.
Following our current processes, Support team is not authorized to correct this typo internally. The short version of our workflow: the customer opens a support ticket -> Support team validates the request -> Support team updates the email address and forwards the license information if needed (for Self-Managed subs). However, in case of a typo, not all validation options are available to the customer:
- Approval from the existing contact
🔴 (existing contact is a typo'd email) - Prior subscription contract
⚠ (available only if a typo is made during renewal, not valid for new orders) - Recent GitLab invoice (last 12 months)
⚠ (available in case of renewals, if the customer used a valid email before) - Copy of last loaded license in text format only.
⚠ (available only for Self-Managed customers and only in case of renewals, not valid for new orders)
Proposal
I propose we:
- Clarify the definition of a "typo" and add the ability for L&R Support team to correct the typos;
- Accept contact change request via IRs for this specific case ("there's a typo, we need to have it fixed and the license resent to the correct email").
DRI
Potential Roadblocks/Things to consider
- This will most likely require a review from the Legal team
- Feel free to add your considerations here
Desired Outcome
What does success look like?
Typos are inevitable, especially when there are several parties manually typing in the contact information. If this proposal is passed, this should result in a better customer experience and grant L&R Support the ability to correct that in-house, with no customer's involvement.