> ## Documentation Index
> Fetch the complete documentation index at: https://recurr.dev/docs/llms.txt
> Use this file to discover all available pages before exploring further.

# For your CX team

> What the customer support function sees during a migration: load profile, macros for common subscriber questions, escalation paths, help-article templates.

The CX team's load during migration is bounded but not zero. Most subscriber confusion gets handled upstream — by the migration email itself, by the self-serve billing support center Recurr ships, and by Recurr's CX layer on the help-center surface. What lands in your team's queue is the residual.

This page covers what to expect and what's pre-built for you.

## The split — what Recurr handles vs. what your team handles

### What Recurr handles upstream

* **Self-serve billing support center** — hosted at `support.{yourapp}.com` (or a subpath you configure). FAQ articles, subscription-status lookup, billing-history view, plan-change flow, cancellation flow. Subscribers self-serve here before opening a ticket.
* **Proactive double-billing-prevention messaging** — built into the migration email + checkout flow. Subscribers see explicit "your Apple subscription will cancel; your new web subscription starts on \[date]" framing before they confirm.
* **Pre-distributed FAQ** — the 6 most common questions answered inline in the migration email itself, so subscribers don't need to dig.
* **Identity bridge issues** — Recurr's CX layer holds state for subscribers who hit an identity-match problem during checkout. The bridge mechanic resolves automatically for \~99% of subscribers; the small remainder typically just don't complete migration (they stay on app-store rails, untouched). Your team sees a ticket only when customer-specific judgement is needed — e.g., a long-tenure subscriber who needs a human walkthrough.
* **Failed-checkout recovery** — Stripe's smart retries + Recurr's dunning sequence run automatically; subscribers see the recovery flow without your team's involvement.

### What your team handles

* **Account-specific questions** — usage history, feature questions, support beyond billing (the things only your team knows about)
* **Residual escalations** — subscribers who bounce out of self-serve and need a human; typically 5-15% of subscribers in a migration wave at most ICP scales
* **Cancellation conversations** — when a subscriber wants to talk before cancelling rather than self-serve through the cancel flow
* **Exception handling** — anything that requires customer-specific judgement (e.g., goodwill credits, refund decisions outside the standard policy)

## Migration-wave operational rhythm

Each wave is sized to the cohort. Recurr's CX layer holds Tier 1 — subscribers can chat with Recurr-staffed support on the billing center directly. Your team sees only Tier 2 escalations.

Ticket volume peaks shortly after each wave's send, then tapers across the following week back to baseline. Specific timing curve + recommended staffing plan are part of the pilot kickoff pack.

## Macro library

A drop-in set of response templates for the questions that land most often during a wave. Topics covered:

* Why the billing rail is moving (subscriber-facing framing)
* Confirming the subscriber's existing economic terms are preserved
* Benefit + loyalty-rate preservation
* The relationship to Apple's and Google's processes
* Whether the App Store / Play path stays available for new subscribers
* Cancellation through the web billing portal

Templates ship as adjustable copy during onboarding — your team adapts voice to your brand. The wording reflects what's been pre-positioned in the migration email itself, so the response and the email tell one story.

## Escalation tree

When to loop in Recurr (and when not):

| Situation                                                | Who handles | How to escalate                                                                               |
| -------------------------------------------------------- | ----------- | --------------------------------------------------------------------------------------------- |
| Subscriber says they were double-charged                 | Recurr      | Forward to Recurr CX with subscription ID — automatic refund within 24 hours                  |
| Subscription state mismatch (paid web, app says expired) | Recurr      | Forward to Recurr eng with subscription ID — investigated within 4 hours                      |
| Subscriber wants to cancel                               | Your team   | Standard cancellation flow; use cancel-deflection messaging if active                         |
| Subscriber complains about price                         | Your team   | Confirm existing rate was preserved per migration terms; offer goodwill credit if appropriate |
| Subscriber doesn't recognise the charge                  | Your team   | Verify subscription state in your dashboard; explain the migration if needed                  |
| Payment failed and recovery sequence didn't recover      | Recurr      | Forward to Recurr CX — diagnose payment failure cause                                         |
| Subscriber can't find the billing portal                 | Your team   | Direct them to [billing.{yourapp}.com](https://billing.example.com)                           |

Recurr response targets:

* Critical (data integrity, double-charge): \< 4 hours
* Standard (state mismatch, payment failure): \< 24 hours
* General question (process / mechanic): next business day

## Help-article templates

Drop-in articles for your existing help center (Zendesk Guide, Intercom Articles, Help Scout, etc.). Recurr provides the source content; your team adjusts voice + branding.

Templates available during onboarding:

* "What is web billing?" — explainer for the migration
* "How do I switch back to App Store billing?" — for subscribers who want to revert
* "Where do I see my next charge?" — billing portal walkthrough
* "How do I update my payment method?" — billing portal walkthrough
* "How do I cancel my web subscription?" — cancellation walkthrough
* "What if my family plan members can't access?" — family-share troubleshooting

The templates plug into your existing help-center taxonomy as new articles under the "Billing" or "Subscription" category.

## Cross-references

* [Subscribers →](/product/subscribers) — what subscribers see across the migration
* [Lifecycle motions →](/product/lifecycle-motions) — Cancel deflections, Winbacks (post-migration motions your CX team interacts with)
* [Reliability →](/trust/reliability) — incident response, error modes
* [Risk register →](/trust/risk-register) — subscriber-side risks + mitigations