> ## Documentation Index
> Fetch the complete documentation index at: https://helpdocs.servinix.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Billing dispute and refund process

> Internal procedure for processing a billing dispute, issuing a refund to a customer account in Stripe, and recording the adjustment in Servinix.

# 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.

## 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](/contact-support/support-hours-and-escalation/escalation-path).

## Steps

### 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.

### 2. Assess the dispute

Determine the reason for the dispute. Common categories:

| Reason                          | Action                                                                                                                                     |
| ------------------------------- | ------------------------------------------------------------------------------------------------------------------------------------------ |
| Duplicate charge                | Issue a full refund for the duplicate via Stripe Dashboard.                                                                                |
| Charge after cancellation       | Verify cancellation date in the support system. Issue a prorated refund if the charge was after the confirmed cancellation effective date. |
| Module not used / not activated | Escalate to account manager. Refunds for unused modules require manager approval.                                                          |
| Card not recognized             | Treat as potential fraud. Immediately flag the account and escalate to the Security team.                                                  |
| General dissatisfaction         | Escalate to account manager for a goodwill credit decision.                                                                                |

### 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.

### 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."

## 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.

## Related

* [Update your payment method](/account-billing/subscription-and-billing/update-payment-method)
* [Cancel or downgrade your subscription](/account-billing/subscription-and-billing/cancel-or-downgrade-subscription)
* [Subscription plans overview](/account-billing/subscription-and-billing/subscription-plans-overview)