Billing Inquiries and Disputes - Communications API products

For Video API see Billing Inquiries and Disputes - Video API.

Introduction

We make every effort to invoice you correctly, but in the event of any potential issues, we endeavour to resolve these as quickly as possible. This may involve the issuance of a credit note to offset any erroneous charges.

Credit notes are legal documents that enable you to cancel out an existing invoice, either in full or in part.

Why you might submit a Billing Inquiry or Dispute 

• Pricing Error
• Fraud 
• Service Issues 
• Inaccurate volume 
• Other 

How to Submit

Customer Dispute Form (Managed Customers Only) 

If you are a managed customer (you have a dedicated account manager), the most efficient way to submit a dispute or an investigation into a potential credit note is to use this Billing Dispute form. 

Please provide the following information to submit a dispute:

• Your email address
• A description of the issue you are disputing, with as much detail as possible
• Your account manager’s name (if applicable)
• Your company’s legal name
• Your API Key 
• Your billing status (pre or post paid)
• The value you are requesting and the currency 
• The time period this issue occurred in
• The reason for this request 

You can also submit a request through your account manager (please note this may take slightly longer to reach the relevant team). 

Via API Support - Unmanaged Customers 

You can contact API Support (for disputes) by submitting a support request here. 

How to read your credit memo 

Credit notes for Communications API products are not shown in the invoice, but are issued in a separate document called credit memo.

Key Parts of the Credit Memo

• Credit Memo Number - This is your unique credit memo ID.
• Application (This Credit Memo is applied to invoice) - If a credit memo is applied to an individual bill, it will populate with the specific invoice number. If a credit memo is applied to several invoices, it will be shown as blank.
• Product name - This is the name of the service you are being credited for
• Service Period - These are the dates you are being credited for. This can be in advance or in arrears, depending on the type of product on the invoice.
• Subtotal - This is the credit amount, prior to the addition of any valid tax.
• Tax - This represents any tax that is also included in the credit. If you are not assessed tax, this field will be shown as zero.
  
• Total - This is the total credited amount, including tax.
• Credits Applied: this is the amount of credit that has been applied to invoices, relating to this credit note.
• Credits Remaining: this is the amount of unapplied credits remaining for this credit note.