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A subscriber claims their 400 GB bill is wrong — they insist their household used “a fraction” of that. The ISP needs to pull RADIUS accounting, cross-check against NetFlow, present the subscriber with evidence, and — when the facts warrant it — issue a credit note without drama.

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Systems involved

SystemRole
Kayako / FreshdeskTicket from the disputing subscriber.
FreeRADIUS / RadiatorAccounting records with start, stop, bytes.
NetFlow / IPFIX collectorPer-flow detail for the subscriber session.
Splynx / SonarSubscriber record, service tier, data cap.
Billing connector (Splynx / Stripe)Credit note issuance.
GmailSubscriber-facing evidence and resolution.
Studio artifactsEvidence PDF attached to the resolution.

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Walkthrough

1

Ack the ticket

Copilot pulls the ticket text, the subscriber account ID, the disputed period, and the bill line items.
2

Pull RADIUS accounting for the period

Query the RADIUS accounting database for the subscriber’s username. Aggregate Acct-Input-Octets and Acct-Output-Octets by day across the month. Export to a table artifact.
3

Cross-check with NetFlow

Pull the NetFlow records for the subscriber’s assigned IP range across the same period. The totals match within 1.2 percent — not a counter-rollover issue, not a double-count.
4

Find the anomaly

Two days stand out: 87 GB on one Tuesday evening, 124 GB on one Saturday morning. NetFlow shows both hitting a popular streaming CDN and a backup service destination. The pattern is real usage, not a counter bug.
5

Check for service issues

Copilot validates there was no session hijack, no flapping session, and no double-count from a duplicate NAS entry. RADIUS shows a single session per day with normal accounting intervals.
6

Present the evidence

Generate a Markdown evidence artifact: daily totals table, the two anomaly days, top destinations for those days (provider only — redacted for privacy), the service cap, the overage calculation. Rendered to PDF.
7

Draft the reply

Copilot drafts the subscriber email through Gmail: we investigated, here’s the evidence, here’s what actually used the data, here’s what we’re willing to do about it — a one-time courtesy credit of the overage on condition of moving to a higher tier. Reviewed by a supervisor before send.
8

Issue the credit

If the subscriber agrees, the billing connector issues the credit note and the tier change. The ticket closes with the evidence PDF and the credit-note number attached.

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Where Studio earns its keep

  • The evidence is sourced twice — RADIUS and NetFlow — so the conversation is about the facts, not about whether our logs are trustworthy.
  • The anomaly days come out of the data in a sentence, which is easier to discuss than a spreadsheet of bytes.
  • The billing action and the customer email reference the same evidence PDF, so the paper trail is one click long.
  • The same evidence template is reusable for every future dispute — and the procedure that produced it is saved for next time.

Files and artifacts

Generate the subscriber-facing evidence PDF inline in the workspace.

Procedures

Save Data usage dispute evidence as a parameterized runbook.