HelpBilling, payments and refundsPaying and invoices

Paying and invoices

Every payment has its own invoice. You can find it, read why it was made, and download it, all inside turnda.

Owner Where: Billing → Billing history 7 min read

Only the owner can see and download invoices.

What it is

You pay turnda by card. Each payment, whether a package, a pack or a fee, gets its own invoice with its own number.

How to check it in turnda

Open Billing and scroll to Billing history. Every payment is a row with its invoice number, amount and status. Your package payments are there too, named with the package and whether you pay monthly or yearly, as well as packs and text-message country fees (each names the country and whether it is the first year or a yearly renewal). Where tax was charged, the amount shows how much of it was tax.
Read the line under the amount. It says why it was bought, for example “bought when 10% of your messages were left (pack 3 of 3)”.
Download the invoice from the row. The invoice opens in a new tab, from our payment provider Stripe. A refund has no invoice of its own, so its Download button is greyed out and says to download the payment it gave back.

A real example

Ana's Café On 3 March Ana's WhatsApp pack falls to 10% left. turnda buys the next pack automatically. A new row appears in Billing history: a pack of 1,000 messages, {{addon.whatsapp.zone3}}, status Paid. Ana downloads the invoice for her accountant. Two days later her card statement shows one line starting “TURNDA”.

What happens in turnda

1A charge is made
A package renewal, a pack or a fee
2The card is charged once
Pressing twice or a slow connection never charges you twice
3An invoice is created
It appears in Billing history and you get an email
4It joins your monthly statement
Together with every other payment of the month

One payment, from the charge to your records.

The table lists the card-statement line for your package, packs and fees. It is separate from the “Receipt” email turnda sends after a payment, which has its own subject and is not what appears on your statement.

What you bought	The line on your card statement
Your package (monthly or yearly)	TURNDA SUBSCRIPTION
WhatsApp pack	TURNDA WHATSAPP PACK
Extra visits	TURNDA VISITS PACK
Text pack	TURNDA SMS PACK
Text registration fee	TURNDA SMS COUNTRY FEE

Statuses you may see: Paid, Failed, Awaiting your confirmation, Refunded, Cancelled (nothing charged), Card dispute open, and Dispute lost (returned to your card).
Tax, where it applies, is shown on each invoice. Each invoice is your receipt.
Your bank's confirmation page may show our company's name, not “turnda”. That is expected.

Money activity and how your money is kept safe

Money activity on Billing is a timeline of every payment, purchase, failure, refund, dispute, alert, permission and change, newest first. It has two month tabs: this month and the one before. It uses the same words as your invoices.
One payment, one charge. Pressing a button twice, a slow connection or a repeated message from the card network never charges you twice. If a payment arrives after its pack was cancelled, it is refunded to the card in full, automatically.
Paid before it is sent. A WhatsApp message or a text goes out only from a pack you have paid for.
Only for your business. Another business cannot see or change your balance, invoices or statements.
Only to the phone that asked. A WhatsApp message goes only to the phone that asked for it, never to a number someone else typed in.

What we email you about money

These go to the owner's sign-in address, in the language that owner uses.

Email	When it is sent
Warning at 80% of your visits	When you have used 80% of your visits for the month. With extra visits on, the percentage is measured against your package plus the extra packs your limit still allows, so it arrives a little later than the package size alone would suggest.
Warning at 100% of your visits	When your visits for the month are all used (with extra visits on: your package plus every extra pack your limit allows).
Payment didn't go through	On days 1, 4, 8, 12, 14 of the grace period.
Disputed payment	When your bank opens a dispute on a payment. While it is open nothing changes. When the bank decides, a second email says either that nothing changes or that the business is now on the Free package.
Now on the Free package	If a disputed package payment is returned to you, or the grace period ends, and the business moves to Free.
Extra visits added	When your visits are down to about 10% left and an extra-visits pack is bought and charged for you. The email says which pack it is of the limit you allowed this month, with a button to the invoice.
Extra visits couldn't be charged	When the card is refused for an extra-visits pack. Nothing is charged; once the month's visits are used up, your lines stop taking new visitors until a card works. Update the card in Billing and the pack is bought at once.
Payment refunded	When a payment is refunded to your card.
Your package has ended	When a package ends and the business moves to the Free package. Nothing more is charged.
Price or package change	Before a renewal where your price changes or your package includes less. Nothing changes until that renewal.
Tax will be added to your price	We add no tax to our prices today. If we ever need to, the owner of each paying business is emailed at least 30 days before the date it starts, and nothing is added before that date.
The change to your package is cancelled	If we withdraw a price or package change we told you about. If you undo a change you scheduled yourself by choosing your current package again, the email is titled “Your scheduled change is cancelled”. Either way you keep your package as it is today.
Receipt for a payment	Each time a package payment or an extra-visits pack is paid. The subject reads “Receipt: for — ”, and the email says what it was for (the package, or extra visits), the amount, the tax if there was any, the date, the period it covers (packages only), the card brand and last four digits, the invoice number and a link to the invoice. It comes from turnda as well as your invoice — it is not the line on your card statement.
Your package will end	Straight after you cancel a paid package. It names the last day and says nothing more is charged.
Your package continues	Straight after you press Keep my package. The cancellation is undone.
Your package is changing	When you choose another package and it starts at your next renewal. Nothing changes today.
How you pay is changing	When you switch between monthly and yearly. It starts at your next renewal.
Your yearly (or monthly) renewal is on …	14 days before a yearly renewal, and a few days before a monthly one. It names the day and the amount, and the card that will be charged when we know which one.

So the email address matters If these land in a spam folder, the Warnings badge in the top bar is the other place the warnings show. Keep the owner's sign-in address one that somebody reads.

What you need to do

Keep the invoices you need for your accounts. Download them when you pay, or later from Billing history.
If you do not recognise a charge, press Ask about this charge on that invoice before you contact your bank. See Ask about this charge.

What turnda does not cover, and who does

Not covered by turnda	Who covers it
How your bank words the line on your card statement	Your bank or card company. The text we send starts with TURNDA.
How long your bank takes to show a payment	Your bank.
What your accountant needs on an invoice	Your accountant. Add your business tax number in “Card and invoices” on the Billing page.

Common questions

Question	Answer
Can a manager download invoices?	No. Only the owner.
Is there one invoice for the whole month?	No. Each payment has its own invoice. The monthly statement lists them all. See Your monthly statement.
Where is a refund shown?	As a credit note on the same invoice, and as a row marked Refunded.
A row says Cancelled. Was I charged?	No. Cancelled means nothing was charged.

Related: Contact support