Identify the charge: Compare the invoice number, billing period, amount/currency and payment status. A card authorization, captured payment, monthly fee, buyout invoice and return-related charge are different. Different invoice numbers do not by themselves prove that two similar charges are both correct.
Duplicate or unexpected payment: Contact support with the relevant invoice or payment reference and the issue, using information already in the conversation. The team checks the underlying transactions and agreement before confirming a correction or refund. Avoid posting full card or bank-account details.
Cancellation and returns: Billing depends on the agreed cancellation date, minimum term, notice and the relevant return conditions. Carrier handover, warehouse receipt and contract closure are separate events. Neither sending the scooter nor a PENDING return record alone establishes the final balance.
Refund review: Refund eligibility and amount depend on the reason and applicable agreement, including any withdrawal, error or service complaint. Do not assume every payment is non-refundable. The team confirms approval, the amount, payment method and issue date; bank processing can then vary.
Existing approval: If a teammate has already promised a credit or refund, refer to that exact commitment and follow up on its actual status. A promised or requested refund is not proof it has been issued. Keep the confirmation and avoid repeating evidence already supplied.