Billing Dispute Process
What qualifies as a billing dispute?
A billing dispute is appropriate when you have been charged incorrectly. Common examples include:
- Charged twice for the same product
- Charged for a product you did not purchase
- Charged an amount different from the quoted price
- A discount or promotion code that was not applied correctly
If you are requesting a refund for a product you purchased intentionally, see: Refund Request — What to Expect.
How to raise a dispute
- Submit a ticket using the Report an Issue button on the portal homepage.
- Select Billing and Refund as the contact reason and Billing dispute as the sub-reason.
- Include your order number, the amount you were charged, the amount you expected to be charged, and your purchase confirmation email as an attachment.
What information we will need
- Your full name and account email address
- The date of the charge and the last four digits of the payment card used
- A screenshot or bank statement showing the incorrect charge (personal details may be redacted)
Resolution timeline
Disputes are reviewed within 3 business days. If an error is confirmed, a correction or refund is processed within 5–7 business days. You will be notified by email at each stage.
Still need help? Submit a ticket using the Report an Issue button on the portal homepage.