Internal Reference Use this as a quick reference when filling out a CCR case.
1. REQUEST CLASSIFICATION (DETAILS TAB)
|
Field |
Definition |
Type |
Required |
When to Use |
Example |
|
Request Category |
Identifies case as a CCR request |
Picklist |
Yes |
Always select for CCR |
CCR – Credit / Cancellation / Reduction |
|
Request Type |
Primary reason for request |
Picklist (Single) |
Yes |
Choose best match for customer ask |
Full Cancellation |
|
Product |
Product impacted |
Picklist |
Yes |
Always required |
Managely |
|
Sub Product |
Specific module impacted |
Picklist |
Conditional |
Required for partial reductions |
Billing Module |
|
Account Name |
Customer account |
Lookup |
Yes |
Always |
Surveillance Solutions |
|
Status |
Current case stage |
Picklist |
Yes |
System-driven |
Working |
|
Owner |
Person responsible for CCR |
User |
Yes |
Assigned automatically or manually |
CSM name |
2. CCR ACTION & ROOT CAUSE
|
Field |
Definition |
Type |
Required |
When to Use |
Example |
|
CCR Financial Actions |
Financial changes being made |
Multi-Select |
Yes |
Select ALL that apply |
Partial Reduction + Credit |
|
CCR Reason Code |
Why the request is happening |
Multi-Select |
Yes |
Select root cause(s) |
Billing Issue |
|
CCR Justification |
Customer-facing explanation |
Long Text |
Yes |
Always required |
Billing error over 3 months |
|
Internal Findings (Sales Ops) |
Internal validation + analysis |
Long Text |
Yes |
Always required |
Contract reviewed, valid claim |
|
CCR Stage |
Stage of CCR lifecycle |
Picklist |
Yes |
Tracks progress |
Pending Approval |
3. CREDIT PROCESSING
|
Field |
Definition |
Type |
Required |
When to Use |
Example |
|
One-Time Credit Amount ($) |
Total credit value |
Currency |
Conditional |
When issuing credit |
$2,500 |
|
Effective Credit Date |
When credit applies |
Date |
Conditional |
Credit scenarios |
4/1/2026 |
|
Credit Type |
Type of credit |
Picklist |
Conditional |
Credit scenarios |
MRR Credit |
|
Credit Memo |
Accounting reference ID |
Text |
No |
After approval |
CM-10234 |
4. MRR / FINANCIAL IMPACT
|
Field |
Definition |
Type |
Required |
When to Use |
Example |
|
Current Monthly MRR ($) |
Current recurring revenue |
Currency |
Conditional |
Discount scenarios |
$5,000 |
|
Monthly MRR Impacted ($) |
MRR affected by delay |
Currency |
Conditional |
MRR Push |
$3,000 |
|
Monthly MRR Lost ($) |
Revenue being removed |
Currency |
Conditional |
Cancellation/Reduction |
$2,000 |
|
MRR Stop Date |
When billing stops |
Date |
Conditional |
Cancellation/Reduction |
5/1/2026 |
|
Original MRR Start Date |
Original billing start |
Date |
Conditional |
MRR Push |
3/1/2026 |
|
New MRR Start Date |
New billing start date |
Date |
Conditional |
MRR Push |
6/1/2026 |
|
Total ARR Impact ($) |
Annualized revenue impact |
Formula |
Auto |
Always calculated |
$24,000 |
5. DISCOUNT DETAILS
|
Field |
Definition |
Type |
Required |
When to Use |
Example |
|
Discount Type |
Structure of discount |
Picklist |
Conditional |
Discount scenarios |
Percent |
|
Discount Amount |
Value of discount |
Currency/% |
Conditional |
Discount scenarios |
20% |
|
Discount Start Date |
When discount begins |
Date |
Conditional |
Discount scenarios |
4/1/2026 |
|
Discount End Date |
When discount ends |
Date |
Conditional |
Discount scenarios |
7/1/2026 |
6. CONTRACT & APPROVAL
|
Field |
Definition |
Type |
Required |
When to Use |
Example |
|
Contractual Allowance Exists? |
If contract allows request |
Picklist |
Yes |
Always required |
No |
|
Exception Required |
If request violates contract |
Checkbox |
Conditional |
When outside terms |
Checked |
|
Exception Approval Level |
Required approval authority |
Picklist |
Conditional |
If exception required |
Head of Growth |
7. QUICK FIELD RULES (HOW TO THINK ABOUT IT)
|
Field Group |
What You’re Answering |
|
Request Type |
What is the customer asking for? |
|
Financial Actions |
What are we actually doing financially? |
|
Reason Code |
Why is this happening? |
|
Justification |
How do we explain this clearly? |
|
Financial Fields |
What is the revenue impact? |
|
Contract Fields |
Are we allowed to do this? |
8. REQUIRED FIELD SUMMARY
Always Required
- Request Type
- Product
- CCR Financial Actions
- CCR Reason Code
- CCR Justification
- Contractual Allowance Exists
Conditionally Required
|
Scenario |
Required Fields |
|
Credit |
Amount + Date + Type |
|
Cancellation |
MRR Lost + Stop Date |
|
Partial Reduction |
Sub Product |
|
Discount |
All discount fields |
|
MRR Push |
Start Dates + MRR Impact |
9. BEST PRACTICES
- Be specific and factual (avoid vague language)
- Always validate contract before submitting
- Select ALL applicable financial actions
- Ensure MRR impact is accurate (this hits reporting)
