HelpBilling, payments and refundsAsk about this charge

Ask about this charge

If a charge looks wrong, ask us first. We answer within 5 working days, because we check the payment records. Ordinary questions to support are answered within 2. A charge we got wrong is refunded in full.

Owner Where: Billing → Billing history 2 min read
Going to your bank first opens a card dispute, and a dispute freezes things. Asking us does not.

What it is

Ask about this charge is a button on every invoice and in our money emails. It sends us your question about that exact payment.

How to check it in turnda

  1. Open Billing and go to Billing history.
  2. Find the payment and press Ask about this charge. You can also reply to the money email about it.
  3. Write what looks wrong and send it. The page tells you the number of working days we reply within. When it is sent, it says “Your question about invoice (number) is with us” and gives a reference.

A real example

Ana's Café Ana sees a pack of $30 on the 18th and thinks she turned WhatsApp off before then. She presses Ask about this charge and writes “I switched it off on the 15th.” Four working days later we answer. The pack was bought on the 14th, before she switched off, so it was correct, and we show her the invoice and the time. Nothing was frozen while she waited. Had we been wrong, she would have been refunded in full.

What happens in turnda

  1. 1A charge looks wrong
  2. 2You press Ask about this charge
    Nothing is frozen. You get our answer by email, with a reference number
  3. 4You go to your bank instead
    A card dispute opens, and it freezes packs
Ask us first, or go to your bank first.
  • Every invoice and money email has the button, so you can ask from wherever you read about the charge.
  • A wrong charge is refunded in full. See Our refund policy.
  • A card dispute does what asking never does: no new pack is bought and the disputed pack is on hold while it is open.

What you need to do

  1. Check the invoice first. Its line says why it was bought, for example “bought when 10% of your messages were left”.
  2. If it still looks wrong, press Ask about this charge.
  3. Wait for our reply before you contact your bank.

What turnda does not cover, and who does

Not covered by turndaWho covers it
A charge by someone else that has no TURNDA line Your bank. It may be fraud on your card.
Deciding a card dispute Your bank and the card company.

Common questions

QuestionAnswer
Do I have to ask before I go to my bank? No rule stops you, but please do. A dispute puts the pack on hold and stops new packs while it is open.
What if I do not recognise the name on the statement? It shows as a line with TURNDA in it. The bank's confirmation page may show our company's name instead. That is expected.
Who can ask? The owner.

Related: During a card dispute