🔍 Identifying the Charge
A custom invoice charge like $279.30 may appear due to a billing system error, such as an incorrect charge on a child account or a custom pricing deal not being applied properly. These charges are often linked to subscription overages, migration issues, or duplicate subscriptions.
⚙️ What Causes These Charges
Common causes include: custom pricing not applied on self-serve plans, overbilling from un-consolidated recurring topups, duplicate base subscriptions from past due re-checkouts, or Stripe price reversion on Enterprise plans. Engineering tracks these via tickets like double charges, overbilling spikes, and custom deal application failures.
🛠️ How Refunds Are Handled
When an incorrect charge is confirmed, the amount is removed from Stripe and a full refund is issued to the original payment method. Refunds typically reflect within 5–10 business days. No action is needed from you once the refund is processed.
📊 Verifying the Refund
Check your original payment method after 10 business days. The refund will appear as a credit from Search Atlas. If it does not appear, 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.