AI summary (unverified): Customer wants immediate cancellation and a phone call. Generated from the oldest quoted message; verify against the full thread.
MVMara VelasquezCustomer
Please keep our Workspace Pro plan active. The cancellation request quoted below is obsolete.
Finance confirmed that the second $120 setup fee is a duplicate. Please reverse only that duplicate fee. Do not change the recurring plan or the first setup fee.
Please contact me by email only. A short follow-up Thursday after 3:00 PM Pacific works best once the reversal is underway.
Show quoted earlier message
Aug 17, 4:18 PM: Cancel Workspace Pro and call me tomorrow. I do not recognize either setup fee.
Aug 16, 11:03 AM: We may keep the plan if finance can explain the charges.
JLJules LinInternal note
Ledger review: SETUP-301 posted Aug 10 with onboarding completion. SETUP-337 posted Aug 12 from a retry and has no second onboarding event. Duplicate is verified. Refund authority is within the escalation desk limit.
●
Case reopened by inbound reply Previous draft was never sent. No refund, cancellation, call, or follow-up has been created.
ABAutomated billing assistant
Suggested macro: Cancel plan + refund both setup fees. Confidence 62%. Recommendations may use stale conversation text.
Subscription
Plan
Workspace Pro
Status
Active
Renewal
Sep 10, 2026
Seats
42
Billing events
SETUP-301
$120 · onboarding
SETUP-337
$120 · retry
INV-9001
$840 · recurring
Credits
$0
Contacts
Primary
Mara Velasquez
Preference
Email only
Time zone
Pacific
Phone consent
Withdrawn Aug 18
Authority
Duplicate fee
Desk approved
Plan cancellation
Retention review
Refund ceiling
$250
Audit state
Evidence complete
Escalation policy 4.3
Follow the newest explicit customer instruction; quoted or superseded requests are not current authority.
Reverse only a ledger-supported duplicate. Preserve unrelated subscription and charge state.
Use the customer's current channel and local-time preference.
Set the case to Pending refund until the ledger reversal posts.
Approved response template
Hi {first name}, I confirmed the duplicate {amount} setup fee will be reversed. Your {plan} plan remains active. I will follow up by {channel} {requested window}.
Activity timeline
10:06 Automated macro suggested · 10:05 Ledger evidence attached · 9:42 Customer reply reopened case · Aug 17 Draft cancellation discarded · Aug 16 Case created
Outbound audit
No message sent · No call placed · No plan mutation · No refund submitted · No calendar entry created