Contact us first. Email [email protected] or [email protected], describe the charge, and say why it looks wrong. We investigate and correct real mistakes. That is the route the Terms of Use set for billing issues, and it resolves genuine errors without burning anyone's time on a card dispute.
What we check
- The order record: the items, prices, and refund labels that were displayed at checkout.
- The acceptance record: the consent text you were shown, the boxes you checked, and the time you checked them.
- For subscription charges, the renewal notices we sent, each naming the renewal date, the amount, and the cancellation deadline.
- Any cancellation notice on file for the order.
Why this beats a card dispute
When you place an online order, we keep the acceptance record as legal evidence of the agreement and of the disclosures you saw. If a card dispute is filed that we believe is invalid, we respond to it with the order record and that acceptance record. A genuine billing mistake needs none of that machinery: tell us, and we fix it.
There is a second reason. Zelle, ACH, and wire transfers are push payments sent from your own bank. Once sent, they are final and cannot be pulled back, so a bank dispute is not a route to recovering one. Any eligible refund of a push payment goes through the refund process in the Terms of Use.
Making it formal
A formal billing dispute is valid only when sent to [email protected] in the body of an email, with the details listed in How to send a formal notice. Phone calls are never a valid channel for disputes.
Start informal: a plain email is enough to open the investigation. If your question is about what qualifies for a refund rather than an error, Refunds explained covers what is refundable and what the fee deduction means.
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