Dear Community, I have been trying to get some explanations to why the seats reduced during previous billing cycle was not considered for invoice for this cycle. The response from support has not been very helpful, as it is going in circles with bot creating new case and asking for same info again and again.
In Business Plan, from what I understand, if members are removed during a billing cycle, the seat count should automatically be adjusted to the reduced baseline during the next billing cycle (screenshot of a helpdesk article), which did not happen.
Do any of you have a different understanding to this seat reduction process? Is there some kind of hidden restrictions that the members needs to be removed “x” days (or “x” hours) before the next billing cycle for the adjustment to take place? Can provide a more detailed timeline and support case numbers if necessary. Thanks.
Hey cyb, Can you please share the case id/ case subject of the ticket you have open with support? We can take a further look into your case and provide assistance. Thanks!
Thank you so much for replying. Here are the tickets (first one should have most info).
- 07154069 - was the first ticket created on 27th March
- 07577540 - then this was got created because of followup
- 07687219 & 07841279 - then these ones
Let me know if more info is needed.
Hey cyb, Our team has initiated a partial refund based on your request. It will take a few business days to reflect but we do apologies for the inconvenience this has caused. Thanks!
I really appreciate the valuable explanation and support provided. I confirm the refund has been processed.
For others who might have similar issues:
- Members needs to be removed from your workspace 24-48 hours before the next billing cycle to be considered for seat reduction in the next billing cycle.
