HelpBilling, payments and refundsBilling, start to finish

Billing, start to finish

Follow Ana's Café from its first day on Free to a bank dispute and a closed account. Each step says what happens and where to read more.

Owner Where: Billing 3 min read
This is one story that touches every money page. Read it once, then use the pages as needed.

What it is

Ana runs a café with two locations. We follow her through nine steps. Every amount is an example.

How to check it in turnda

  1. Open Billing and keep it open as you read. Every step below names the part of the page to look at.
  2. Use the account menu for the This month card. It shows this month's visits to the whole team.

A real example

  1. 11. Starts on Free
    100 visits, no card
  2. 22. Moves to a paid package
    Core, US$49, a card is added
  3. 33. A busy month
    Warning at 80%, extra visits
  4. 44. Switches on WhatsApp
    First pack paid, then bought by itself
  5. 55. A payment fails
    14 days to fix the card
  6. 66. A charge looks wrong
    She asks first, not the bank
Ana's Café, from sign-up to closing.

What happens in turnda

StepWhat happens, with Ana's numbers
1. Free Ana signs up. 100 visits a month shared by both cafés. No card. There is no free trial of a paid package: Free, with no time limit, is how you start, and paid packages begin at US$49 a month. See Billing & packages.
2. Paid package In week 3 Ana has used all 100 visits. She moves to Core and pays US$49. The card is added on Stripe's secure page. See Changing your package and Adding or changing a card.
3. A busy month On the 18th the meter reads 80%. She gets an email and a Warning on her Dashboard and warnings list. Late in the month, with about 10% of her visits left, one pack of 500 visits is bought for US$15 (she chose a limit when she took her package). See Your package and visit meter and Extra visits.
4. WhatsApp She sees the rules box, ticks the permission and pays {{addon.whatsapp.zone3}} for the first pack (a zone 3 pack of 1,000 messages). At 10% left, pack 2 of 3 is bought by itself. See How automatic buying works, Running low, Your monthly limit and Tax on invoices.
5. A failed payment Her card expires. The renewal fails. A Warning with an Update card button tells her which day of the 14 she is on, the full package keeps working, and she fixes the card on day 6. See Card expiry and failed payments and Bank confirmation.
6. A charge looks wrong She does not recognise a pack. She presses Ask about this charge. We reply in 5 working days. It was correct. If she had gone to her bank, a dispute would have frozen her packs. See Ask about this charge, During a card dispute and After a dispute.
7. A refund WhatsApp is down on our side for 72 hours (three full days) within a week. turnda refunds the unused part of her packs by itself. If that refund does not go through the first time, later checks try it again. See Our refund policy, Refunds: when, how and how long and A refund that bounced.
8. Free Ana cancels. At the end of her paid time the cafés move to Free. Her packs are paused and kept. See Moving to Free.
9. Closing Ana sells the café. She exports her data and closes the account. When the account is finally deleted, whatever is left in her packs ends and is not refunded. She has 7 days to change her mind. See Close your account and Refunds we do not make.

What you need to do

  • Do the three things that matter most: keep a card that works, choose your limits, and use an owner email you read.
  • When something looks wrong, ask us before you ask your bank.
  • For any other situation, open What happens if....

What turnda does not cover, and who does

Not covered by turndaWho covers it
Your bank's decisions on payments, confirmations and disputes Your bank and card company.
Holding your card number Stripe.
Your tax return You and your accountant.

Common questions

QuestionAnswer
Do I have to read every page? No. Read this walkthrough, then open a page only when its situation happens.
Are Ana's amounts what I will pay? No. They are examples. Your Billing page shows your own numbers.
Where do I start if I am stuck? Open What happens if..., or write to support from the Help page.