Customer is disputing usage numbers

Introduction

Occasionally customers will surface a request to validate their usage. This could be from receiving an invoice that may be higher than expected or because they are disputing the charge. To resolve this, follow the procedures listed below.

Procedures

1. Gather account information using Metronome.

   • Billing rates that apply to the customer.

   • Timeframe for when their most recent plan took effect.

   • Recent invoice amounts and quoted numbers per invoice.

2. Gather usage numbers from Looker.

3. Using the usage numbers, verify the billed amount is correct.

4. If there was an error, we must correct that error with the customer and address the root cause.

   • For example, an overcharge due to an incorrect billing rate. In this case, we should:

     1. Refund the customer via Stripe

     2. Update the rate in Metronome.

     3. Investigate the reason for the error and surface as an area where the process needs to improve in #ask-metronome-billing.

If we billed correctly, we will need to break down in an itemized and clear way how the customer was billed and verify that there is no misunderstanding on their side.

Resources

• Place to ask Metronome and plan-related questions: #ask-accounts-billing

• Tool for gathering customer information: Retool

• Tool for verifying customer plans and invoices: Metronome

• Tool for payment/refund processing: Stripe

Appendices

1. Customer ID: an internal ID used to identify the customer in our database.

2. Customer email: the email that is associated with the account and its API usage.