Rev.io released a change this week that improves the accuracy of the Sync Status function. This is existing functionality, and is designed to automatically close customer accounts that have no active lines of service or products, and no open or pending orders on the account.
Our team identified gaps in this process in rare cases where services were disconnected via the API, as well as minor UI processes. These gaps would leave customers in an 'Open' status, even when the account had no active billing products, orders, or services. Our development team enhanced the feature to capture these accounts and move them into their proper 'Closed' status.
This feature enhancement was released on Thursday 9/24, and you may see a number of accounts moved into a closed status since that time. We believe all recently 'Closed' accounts are in their correct status at this point. At this time we do not anticipate any billing issues to arise from this change, but please let our team know if you have any questions or issues with these customer status changes.
Thanks for your attention and understanding of this matter, and enjoy the rest of your weekend. Please reach out to the Client Success team with any questions.
Posted Sep 26, 2020 - 15:06 EDT
Monitoring
This item has been identified, and we have determined the cause of customer status changes. There was an improvement made this week to the Rev.io Sync Status function, which closes customer accounts that have no active services or orders. This function has been in place for years in Rev.io, and this is normal system behavior. However, there were a few cases where this logic was not followed - specifically around API service disconnects. This update cleaned up the accounts that were not following the standard procedures for closing accounts with no active services or orders.
At this time, we have not found any evidence of a customer being closed incorrectly with active billing services. We are sending out emails to any client who had new status changes with the option to review the changes, and restore any status changes if needed. Please reach out to the Client Success department if you have any questions or concerns in the meantime.
Posted Sep 26, 2020 - 12:26 EDT
Investigating
We are currently investigating an issue causing customer status to change to "Closed". Our senior development team is investigating the issue and will reach out with updates as we receive them.
Posted Sep 26, 2020 - 11:03 EDT
This incident affected: Applications (Rev.io Web) and Processes (Rev.io Customer Profile).