For Communications API see Billing Inquiries and Disputes - Communications API products.
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
- Service Issues
- Inaccurate volume
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 or Video Account
- 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
Video API credit memos are issued in two ways:
- Invoice Item Adjustment. Invoice line items are credited within your invoice. You will receive an updated invoice reflecting the credits applied and the updated due amount (displayed in invoice 1). This type of credit is used when there is a remaining balance due.
- A credit invoice. An invoice received with a line item description of “credit”. A credit invoice will be issued when your account is fully paid and can be applied to future invoices.
Credit Balance Adjustments - These are credits available on your account to apply to future invoices. When a credit balance has been used to fully or partially pay an invoice this will be displayed in your invoice. A credit balance can arise from overpayments and/or a credit invoice being issued.