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Billing Requests

Standard process for handling wallet top-ups, invoice generation, and credit refund issues.

Common Billing Scenarios​

Wallet Top-Up Request​

  1. Client requests wallet recharge
  2. Share the payment link or bank details as per the client's preferred method
  3. Once payment is confirmed by the Accounts team, add credits via the internal dashboard
  4. Notify the client and send a payment confirmation

Invoice Request​

  1. Client requests invoice for a specific period
  2. Go to the client's account in the internal dashboard
  3. Navigate to Payments → Invoices and download the relevant PDF
  4. Share with the client via email

Credit Refund Request​

  1. Verify the reason for the refund request (overcharge, cancelled campaign, etc.)
  2. Raise a CRB with the Org ID, amount, and reason
  3. Accounts team reviews and processes — do not process refunds without Accounts approval
danger

Never process a refund or credit adjustment without written approval from the Accounts team. Unauthorized adjustments will be reversed and flagged.

Escalation​

For unresolved billing disputes, escalate to the Accounts team with:

  • Client Org ID
  • Transaction date and amount
  • Issue description and screenshots

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