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We have a client which got invoiced with an unknown product

Bugs

Hi team, we have a plan which only costs $249 but during the second invoice our customer got invoiced $846.23

When I checked the invoice it has got this product called “18001 and above” which costs $597.23

If you could please help us check where is this coming from?

Stripe Invoice Number: C9CB7D15-0002

Thanks

Posted by Elevaite ·
Status: Completed9 comments

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Comments9

  • Elevaite

    •

    Apr 10, 2025

    Few additional questions regarding the billing please,

    We would like to double check if client will be charged automatically every month via Stripe through Chat-Dash? And if so why it's showing "Open" next to the invoice?


    Also if it's auto-billed, will the client be sent with an invoice every month?

    On the other side, if it's not automatic, how will the client be re-billed every month?

    Thanks!

    • Moonjoo kim

      •

      Apr 10, 2025

      If your product is a monthly, then it will be automatically charged to the client every month to the default payment method they have on file (the client will have to add a payment in their client dashboard). Every time the client is charged, an invoice will be issued. I’m not fully sure about the “Open” state but I think there is just a time gap where the invoice is sent and the invoice is automatically paid in Stripe and that time gap is the open state.

  • Elevaite

    •

    Apr 10, 2025

    Hi Moonjoo,

    Thanks for your response, if you could please review our account as in the dashboard they haven’t even reached 100 minutes, there might be an issue on how this is getting computed.

    Please see screenshot below for range March 4 to April 4.


    Thanks,

    Ralp

    • Moonjoo kim

      •

      Apr 10, 2025

      We will look into this asap and get back to you

  • Moonjoo kim

    •

    Apr 9, 2025

    Hey! It seems like the product you assigned to the client is charging 249 per month and it includes 300 mins. Any minutes above 300 will charge 0.40 per minute. So we calculate in Stripe by seconds to get the most accurate amount of time so the 300 minutes is 18000 seconds. The client used the 300 minutes and went over 1493 minutes. If this doesn’t seem accurate, let us know

    • Elevaite

      •

      Apr 10, 2025

      I’ve added my responses above, sorry I haven’t noticed this reply feature, thanks

  • Elevaite

    •

    Apr 9, 2025

    Not sure if this new platform will notify us as I can’t find my email in my profile but our email is ai@elevaite.com.au