Use this process if you believe an invoice includes an incorrect, duplicate, or unexpected charge and you want Auvik to review it.
What can be reviewed?
You can request a review for:
- Incorrect or duplicate invoice charges.
- Overage charges that do not appear to match your recorded usage.
- Charges that appear to continue after a plan change or feature change.
- Other charges that appear inconsistent with your agreement or account history.
A review does not guarantee that a refund or credit will be approved. The outcome depends on the account history, usage records, agreement, and applicable billing terms.
Information to gather
Include as much of the following information as possible:
- Account or organization name.
- Auvik tenant or account URL.
- Your name and role.
- Invoice number and invoice date.
- Amount you believe is incorrect.
- Explanation of why the charge appears incorrect.
- Billing period affected, including start and end dates.
- Date and time of any plan, feature, or configuration change.
- Screenshots of in-app usage or billing information.
- Screenshots showing a feature was disabled, if applicable.
- Relevant change history or confirmation emails.
- The invoice PDF, with the disputed line items identified.
For overage disputes, include usage exports or screenshots from the same billing period as the invoice.
Submit a billing review request
- Open the Auvik Support Portal or use the Support option in the Auvik application.
- Submit a billing or invoice request.
- Explain that you are requesting a refund, credit, or invoice-correction review.
- Include the information and supporting documentation listed above.
- If applicable, state whether you prefer a refund to the original payment method or an account credit.
Keep the support case number for tracking.
What happens next?
Auvik will review the disputed charge against:
- Your subscription or order form.
- Usage and billing records.
- Account and configuration history.
- Applicable billing terms.
Auvik may request additional information before completing the review.
If the correction is approved, Auvik will confirm whether the resolution will be:
- A refund to the original payment method.
- An account credit.
- A corrected or reissued invoice.
- Another adjustment permitted under the applicable billing terms.
Refund processing time may depend on the payment method, bank, card issuer, and Finance review process.
Tips to speed up the review
- Attach the invoice PDF.
- Identify the specific line items in question.
- Include the exact date and time of any feature or plan change.
- Include a screenshot of the current account setting.
- Provide usage information from the same billing period as the disputed invoice.
- Reply promptly if Support or Finance requests additional information.
Important notes
- Refund and credit eligibility is subject to your order form, agreement, billing terms, and applicable law.
- Disabling a feature or reducing managed assets does not necessarily remove charges already incurred or change minimum subscription commitments.
- Do not send full payment-card numbers or complete bank-account details in a support request.
- A refund or credit is not final until it has been confirmed by Auvik.