Hello, on this month I was charged 2 times I want refund to be made for one of my payments invoices ATE-432453 and ATE-423404 I do not plan to use so much this month So I asking about refund
Hello Tom,
Mercedes from the Accounts team.
I have checked your invoices in detail and I see what you mean.
I have asked my colleagues to take a deeper look so that we can understand what happened.
I will let you know as I get a reply, asap.
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Hello!
This video is a bit long but i try to give you a visual input and explanation of what happened: hidden link
You are currently not entitled to a refund because what happened was not a bug, an error or a mistake on our end. the entire problem was that you had almost reached 500.000 credits and you then updated your limit yet the entire procedure happened on a future billing cycle and maybe you got confused.
By updating your limit you are just paying in advance to have a bigger usage on the next month and as a result you get prepaid credits for the exact amount of the limit you upgraded to.
If you would've done this on january, you would've only be billed once because the credits you would've got with the limit upgrade, would've been deducted from you usage debt.
However you did this on februrary and the other invoice is for the usage of JANUARY, which means that you:
- Paid one invoice for the Jan usage (466.940 credits) on Feb 3rd as expected (This billing cycle was CLOSED on the last day of january even if you would only pay it on feb 3rd)
- Updated the usage limit on the NEXT month, next billing cycle.
That's why you now have 460548 credits available to use, because those were part of the 500.000 you got when you upgraded your usage limit. the other 40.000 credits were already used on translations done on february and were probably in part what triggered whatever it is that made you pay for this limit (which was presented to you in advanced and you were given a choice to either wait or pay up and get the credits, which you chose).
The good thing is that you not only have many credits to use in the future and which will NOT expire, but you also got them at an even cheaper price than what you would've paid on our current pay as you go membership plan!
