What happens after you submit a billing dispute

What happens after you submit a billing dispute

The five stages of every dispute

  1. Verification — a support specialist confirms your invoice details and evidence. You'll receive a confirmation email with your case number and response deadline.
  2. Investigation — our Billing & Payments team pulls the transaction records and compares them against your invoice and order history.
  3. Review and approval — corrections above a set value receive an independent review before any credit is issued, so every outcome is double-checked.
  4. Credit issued — if a correction is due, you receive a credit reference by email, and the amount is returned to your original payment method.
  5. Confirmation — we check the credit reached you before the case closes, and you'll be invited to rate your experience.

You can see which stage your dispute is in at any time from the portal, and replying to any case email adds your message directly to the case.

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