A clearly stated dispute is resolved faster than a vague complaint.
OPEN A TICKET, NOT A CHARGEBACK
A chargeback with your bank triggers a formal process, a fee to us, and usually suspension of the account pending resolution. It also takes weeks. A ticket usually takes hours.
WHAT TO INCLUDE
The invoice number The specific line or amount in dispute What you believe the correct position is, and why
Any supporting evidence: previous correspondence, a quoted price, a cancellation request you submitted
What outcome you are looking for
WHAT HAPPENS
We check the account history, including order records, cancellation requests and previous tickets. We reply with our finding and the reasoning behind it. If we made a mistake, we correct it. If we did not, we explain why, with reference to the records.
WHILE IT IS OPEN
Tell us if suspension is imminent. We will normally hold the account while a genuine dispute is being examined, rather than suspending over a contested amount.
IF YOU DISAGREE WITH THE OUTCOME
Say so in the same ticket and ask for it to be reviewed. Escalation within the ticket is faster than starting again elsewhere.
