Refunds and billing disputes
Submit a billing issue and track its refund, credit, or correction.
Report a recognizable charge issue to billing first. Open Organization Settings → Billing → Invoices → Invoice → Report billing issue in Console, or email billing@solarius.me.
Submit a request
Include the organization, invoice, payment reference, amount, reason, and requested outcome. Add the evidence relevant to the issue:
- Duplicate payment: both transaction references and times.
- Incorrect quantity: the invoice line and change confirmation.
- Unexpected renewal: the subscription and any cancellation confirmation.
- Service issue: the affected period and support-case reference.
- Unrecognized charge: the statement descriptor and masked payment identifier.
For payer or tax errors, use invoice corrections.
Response and outcome
The initial response target is 2 business days, Monday–Friday, 09:00–17:00 Europe/Amsterdam. If it passes, open Help → Support → Case → Escalate case. Reply in the same case with additional evidence.
An approval identifies the original charge, remedy, amount, and currency. Check Invoice → Documents → Adjustments and the payment record. Refunds have provider references; credits identify their source document and allocation. Provider processing can continue after approval.
The refund policy determines eligibility. Use cancellation to stop renewal. Request a documented hold if collection needs to pause during review.
For an open bank dispute, share its reference through the chargeback process. Report suspected fraud promptly to your bank and Solarius.