💳 OTTO Top-Up Prorated Invoice Refunds

💡 What is a prorated OTTO refund?

A prorated amount on an OTTO top-up invoice is the reduced first charge for the time left in the monthly billing period when capacity is added mid-cycle. It is not a refund for unused site capacity. Any refund of a paid OTTO Sites top-up invoice is a manual review by the billing team, not an automatic credit based on sites, services, or time remaining.

🔍 How refund requests are reviewed

Our billing team reviews the invoice, the number of OTTO sites involved, the top-up date, usage, and any account changes. The final amount may differ from an estimate because refunds are calculated from the eligible portion of the invoice.

🧾 Information to provide

When requesting a review, include:

• Invoice number, such as invoice #139269
• Requested refund amount, if known
• Number of OTTO sites involved
• Reason for the request, such as removed sites or unused capacity
• Relevant dates, including the top-up or site changes

⚙️ What happens after submission?

1. Support records your request and verifies the account and invoice details.
2. The billing team calculates the eligible prorated amount.
3. We confirm whether the refund is approved and share the amount and expected processing status.
4. Once issued, the refund is returned through the original payment method when possible.

⏳ Refund timing and confirmation

Review and payment processing times can vary based on the invoice and payment provider. A refund is not considered issued until the billing team confirms it in the chat. Your payment provider may need additional time to display the credit.

💬 How to request a review

Open the chat widget inside the platform and send your invoice number, the amount you believe was charged in error, how much OTTO Sites capacity the invoice covers, and the reason for the request. For example: “Please review a refund of $292 for the OTTO Sites top-up on invoice #139269.”

If you need further assistance, open the chat widget in the bottom-right corner of the platform and send your message. A member of our support team will reply in the chat.