🔍 Understanding Why Overcharges Happen
Billing discrepancies at Search Atlas can occur for a small number of known reasons, including plan rate changes, OTTO pricing adjustments, or subscription corrections that were not applied as expected. If you believe you have been charged an incorrect amount, our team can investigate and correct the record.
All confirmed overcharges are reviewed and corrected through our internal billing reconciliation process. You do not need to re-raise an issue that has already been acknowledged by our team.
✅ How to Confirm Your Correct Rate
If you believe your account has been billed at an incorrect rate, gather the following before escalating so our team can resolve your case as efficiently as possible:
- The plan or pricing tier you believe you should be on
- Any written confirmation of your agreed rate (such as a proposal, onboarding email, or agreement)
- The billing period or invoice dates in question
- A description of what changed — for example, a plan downgrade, an OTTO pricing adjustment, or a rate agreed with your account manager
Our billing team will compare what you were charged against your confirmed rate and calculate any difference that needs to be corrected.
💰 Overcharge Corrections and Refund Processing
When an overcharge is confirmed by our team, a correction will be applied to your account. The specific form of resolution — such as a credit or refund — will be determined by our billing team based on the details of your case.
If you have a pending billing correction or have already been in contact with our team about an overcharge, you do not need to submit a new request. Our team will follow up directly once the reconciliation is complete.
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.