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Billed for the wrong plan this month

OLOrbit Labs email· Jul 25
Orbit Labswrote via emailInbound message

We're on the Pro plan at $240/month, but this month's invoice came through at $285. Nothing changed on our side and we haven't added any seats recently, so the extra $45 looks like an error. Can you check what the additional charge is for and refund it if it shouldn't be there? Happy to send over the invoice number if that helps.

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Suggested reply

To: Orbit Labs
Subject: Re: Billed for the wrong plan this month
  • Professional and courteous tone that acknowledges the customer's concern without being dismissive.
  • Clearly explains what the system currently shows and requests the specific invoice number or screenshot needed to investigate.
  • Conditionally offers a refund only if an error is confirmed, avoiding unconditional promises or overpromising.
  • Provides clear, actionable next steps and aligns with standard billing support procedures.

Hi there, Thank you for reaching out. I've checked your account (acc_orbit) and reviewed your recent billing history. Our records show that your current open invoice (inv_1002, issued July 22, 2026) is for $240.00, which matches your Pro plan rate. Could you please share the specific invoice number or a screenshot of the $285 charge you noticed? Once I have that, I can investigate the discrepancy and process a refund for the extra $45 if it turns out to be an error on our end. I look forward to your reply so we can get this sorted out quickly. Best regards, the Support team

Account context

OL
Orbit Labs
Since Jul 24
active
Plan
pro
MRR
$240/mo
Subscriptionpro · 12 seats
Recent invoices
  • Jul 22$240.00open
  • Jul 4$240.00paid