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[Name], I can see the line item you're referring to. Let's look at this together so we're completely on the same page — I want to make sure I understand exactly what happened before I say anything.
[Pull up the account and read through the charge.]
Okay. What I'm seeing is that [Charge Amount] was triggered by [Technical Reason — e.g. the account renewed at the new rate / the additional user licence was activated on the 3rd / the usage exceeded the included threshold].
I can see why that looks wrong based on [Previous Agreement, Expectation, or Communication]. That discrepancy between what you expected and what was charged is completely valid.
Here's what I'm going to do: I'm issuing a [Reverse Credit / Full Refund / Partial Credit] for [Amount] right now. You'll see that as a pending transaction within [Timeframe — e.g. 24–48 hours], and it will appear as a credit against your next billing cycle [or: it will return to your card within 5–7 business days].
[Process the credit while on the line.]
Done — I've got a confirmation number for that if you'd like it: [Number].
Now — while I have your billing settings open, I want to make sure this doesn't happen again. The setting that triggered this is [Setting Name]. Would you like me to [Adjust the setting, turn off auto-renewal, apply a usage alert] so you get a notification before anything like this is charged in future?
[Adjust with permission.]
You should be all set now. Is there anything else on the account I can clarify for you while we're here?
