Compute billing adjustments and disputes

Follow the charge to a verified resolution

Use four steps:

Identify the charge on the existing invoice or statement.
Provide safe evidence that explains the difference.
Use the remedy confirmed for that case.
Verify the revised balance or the still-pending financial action.

Identify the charge you are questioning

Start with the existing Compute account and invoice or statement reference. A billing dispute asks for a particular amount, quantity or commercial treatment to be reviewed. It is not a new job, a payment cancellation or an automatic credit. Do not rerun work or create another payable while investigating the original charge.

Compare the signed quote, work outcome and billing record for the same account. Note the unit, accepted quantity, amount, currency and relevant period. Describe the discrepancy in plain language, such as a repeated record for the same logical work, an unexpected unit, a charge above the approved maximum or an amount that does not match the issued invoice. Do not include private input files merely to identify the charge.

Separate the possible remedies

Item	What it means	What it does not mean
Dispute or correction request	You have asked billing support to investigate a specific record.	The charge has been removed or the due date suspended.
Approved adjustment	A recorded correction with a reason and a link to the original charge.	A cash refund has completed.
Credit	A recorded reduction applied under its stated terms.	Permission to alter the original invoice yourself.
Invoice cancellation	The identified invoice has been canceled through the permitted billing process.	A paid invoice has been refunded or the underlying work erased.
Refund	Money is returned through an approved financial process.	A request or accounting note alone proves the return.

Use only the remedy confirmed for your case. An unpaid invoice correction and a paid-transaction refund require different handling. A payment already processing is not an ordinary unpaid invoice that can simply be canceled.

For prepaid credit, an unused hold release restores available credit; it is not a cash refund. Only eligible unused paid credit can be refunded to its original payment source through an approved refund. A credit note and its linked refund describe that same correction, not two cash returns. Keep pending, failed and confirmed refund outcomes distinct. Historical invoice debt and provider payouts are not offset against customer credit.

Provide a useful support record

Send billing support the account and invoice references, relevant job or batch references, quote reference, disputed amount and currency, approximate observation time and a short expected-versus-observed explanation. Include a non-secret error or support reference when one is displayed. Keep authentication tokens, payment links, bank details, personal source data and full task output out of the message.

For a suspected duplicate, identify both records and explain why they represent the same work. For cancellation, say when it was requested and what work was already accepted. A request timeout does not establish that admission failed, and cancellation does not by itself make all previously accepted work free. The applicable quote and commercial policy determine the treatment.

Verify the resolution

Keep the original invoice and the support reference. Ask which specific record changes, which amount remains due and whether any due-date instruction changes. Until that is confirmed, do not assume that raising a dispute pauses payment terms. Do not deduct a requested credit from a transfer without agreement.

Once a correction is confirmed, match it to the original account, invoice, currency and amount. Check the revised balance and any separate refund state. Update the external accounting record through your organization's approved process while keeping evidence of the original entry. An ERP-only adjustment cannot change Lithi's invoice or payment state.

If the records still disagree, return the same case reference to billing support rather than opening duplicate corrections. A complete resolution explains the difference and leaves a traceable final balance or a clearly pending financial action. Use usage and statements to verify the charge history and payment states to check a separate payment outcome.