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Billing dispute and refund process

Support use only. This article is the internal playbook for handling a billing dispute or refund request from a Servinix customer. Do not share this article with customers.

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Before you start

  • Confirm the customer’s identity: verify account email, organization name, and tenant ID before taking any action.
  • Log the dispute in the support ticketing system with the customer’s account details and the disputed charge amount.
  • Only Support Leads and above can issue refunds over $500. Escalate per the Escalation path.

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Steps

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1. Gather information

  1. Ask the customer for:
    • The charge date and amount they are disputing.
    • The last four digits of the card charged (if known).
    • Whether they filed a chargeback with their bank. If yes, escalate immediately — chargebacks must be handled through Stripe’s dispute process, not a manual refund.
  2. Log into the Stripe Dashboard and locate the customer’s account using their email or Stripe customer ID.
  3. Find the specific charge in Stripe and verify: amount, date, description, and payment method.

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2. Assess the dispute

Determine the reason for the dispute. Common categories:
ReasonAction
Duplicate chargeIssue a full refund for the duplicate via Stripe Dashboard.
Charge after cancellationVerify cancellation date in the support system. Issue a prorated refund if the charge was after the confirmed cancellation effective date.
Module not used / not activatedEscalate to account manager. Refunds for unused modules require manager approval.
Card not recognizedTreat as potential fraud. Immediately flag the account and escalate to the Security team.
General dissatisfactionEscalate to account manager for a goodwill credit decision.

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3. Issue a refund in Stripe

  1. In the Stripe Dashboard, open the charge.
  2. Click Refund. Enter the refund amount (full or partial).
  3. Select the reason from the Stripe dropdown (duplicate, fraudulent, requested by customer).
  4. Click Refund. Stripe processes the refund in 5–10 business days to the original payment method.
  5. Record the Stripe refund ID in the support ticket.

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4. Notify the customer

  1. Send the customer a confirmation email with:
    • The refund amount.
    • The Stripe refund ID.
    • Expected timeline (5–10 business days).
  2. Close the support ticket with status “Resolved — Refund issued.”

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Result / verify

  • Stripe Dashboard shows the charge status as “Refunded” or “Partially refunded.”
  • The support ticket is closed with the refund ID logged.
  • If the refund amount is over $500, confirm manager approval is documented in the ticket before closing.