🔍 Overview
If you've been charged unexpectedly or believe a payment was made in error, Search Atlas has a process to review your case and resolve it fairly. This article explains how billing disputes work, what qualifies for a refund, and how account credits are applied.
💳 Common Reasons for a Billing Dispute
Customers typically reach out about billing issues for the following reasons:
- An unexpected charge appeared on their statement
- A payment was processed after a cancellation or plan change
- A previously removed card was charged again
- A charge doesn't match the plan or amount they expected
- A duplicate payment was made
If any of these apply to your situation, you may be eligible for a refund or an account credit.
✅ Refund Eligibility — What to Know
Refund eligibility is reviewed on a case-by-case basis. While Search Atlas does not guarantee refunds for all charges, our billing team will assess your situation with the following in mind:
- Timing: Disputes raised shortly after the charge date are more likely to be approved.
- Charge type: Accidental charges, system errors, or internal billing issues are prioritized for resolution.
- Account activity: If the plan or feature was not used during the billing period in question, this is taken into consideration.
- Previous credits or adjustments: Any credits already applied to your account are factored into the resolution.
If your charge was caused by a platform-side issue — such as an incorrect card being billed or a system error — this is treated as an internal billing issue and handled with priority.
🔄 How Credits Work as a Resolution
In some cases, rather than a direct refund to your payment method, our team may offer an account credit as a resolution. Here's what that means for you:
- Credits are applied directly to your Search Atlas account balance
- They are automatically deducted from your next invoice
- Credits do not expire while your account remains active
- You can verify your current credit balance inside the platform under your billing settings
If a credit has been applied to your account and you're having trouble seeing it reflected, please reach out via the live chat widget so our team can confirm the details.
📋 How to Submit a Billing Dispute
To get your billing dispute reviewed as quickly as possible, follow these steps:
- Log in to your Search Atlas account.
- Navigate to the top-right avatar (Account Menu) and select Billing to locate the charge in question.
- Note the charge date, amount, and any relevant plan or invoice details.
- Open the chat widget in the bottom-right corner of the platform.
- Type human teammate to be connected with a member of our billing team.
- Share the charge details and explain the reason for your dispute.
Our team will review your account, confirm the charge details, and provide a resolution — typically a refund to your original payment method or an account credit — within a reasonable timeframe.
⚠️ Tips to Avoid Future Billing Issues
To reduce the chance of unexpected charges on your account, we recommend the following:
- Review your payment methods regularly: Remove any outdated or unused cards from your billing settings to prevent accidental charges.
- Check your plan renewal date: Know when your billing cycle renews so charges don't come as a surprise.
- Monitor plan changes: If you downgrade or cancel, confirm the change is saved before your next billing date.
- Keep your billing details updated: Ensure your primary payment method is current to avoid failed payments or retry charges.
🙋 Need Help With a Specific Charge?
Our team is ready to review your account and work toward a fair resolution. If you need further assistance, open the chat widget in the bottom-right corner of the platform and type human teammate to be connected with a member of our team.