Before you start
- Use the authorised administration screens and an identifiable source record. Do not copy private payment details into public content.
Step-by-step instructions
- For a billing issue, open the relevant account/payment record and compare the stored status and provider references.
- Distinguish a confirmed charge, pending reconciliation, cancelled renewal and a separate refund request.
- For a promotion problem, review the order, campaign timing, delivered state and listing eligibility before choosing a supported exception action.
- For a tool-catalogue change, review its visibility, availability, module and the account eligibility affected.
- Record the required reason and confirm the resulting state/history.
- Tell the requester the outcome through the appropriate authorised channel, without exposing another account's private details.
Workspace links may ask you to sign in. Access depends on your role, plan and the records shared with you.
Configuration is not delivery
Marking a tool available cannot create a module that has not been built. Changing a catalogue entry is different from granting every user its required plan or permissions.
A provider accepting a payment request is not by itself proof of a successful settlement, and an administrator's note is not a bank refund. Use the actual source records and supported controls.
Troubleshooting
- A provider status is uncertain
- Investigate the reference and reconciliation state. Do not solve uncertainty by issuing another charge or silently marking a payment as confirmed.