Issue with Incorrect Invoice After Requested Downgrade | Relume Community

Issue with Incorrect Invoice After Requested Downgrade

Hey team, we requested a downgrade by emailing support@relume.com as instructed via your website on 19 April 2025. I've just checked my emails and saw we were invoiced for the larger plan. Please let me know how to sort this.

21 comments

Sam B.
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Frank F. I've emailed you the latest receipt from Relume with additional info. If Relume requests any extra information, please assist.
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Matt J.
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Sam B. what is the Relume account email?
Frank F.
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Hi Matt J. This is Frank, Sam's Executive Assistant. Our Relume account email is sam@thefalcon.com.au.
Matt J.
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Catalina C. would you mind taking a look at this?
Matt J.
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Sam B. Frank F. we'll get this refunded for you ASAP - apologies for the inconvenience here.
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Sam B.
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Matt J. Appreciate you guys! For full transparency, we will 100% be upgrading plans with Relume again in the next month or two but we've just made the decision this week to completely rebrand the agency and are minimising costs where possible until done.
Matt J.
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Sam B. no worries at all - totally understand!
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Sam B.
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Matt J. Frank F. Hey guys any updates here? AMEX is reporting no refund as of yet.
Matt J.
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Sam B. taking a look now! Very strange
Sam B.
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It is very likely that I have missed something on my end but normally the statement would reflect this within a few days at most. I'm not overly fussed but thought I'd check in. 🙂
Matt J.
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in a call right now but processed the refund, not sure what happened...
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Matt J.
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will dig in more
Sam B.
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Thanks man!
Matt J.
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ah looks like it was just a miscommunication on our end, apologies for that - should be in your account within 5-7 business days for sure this time - I've also sent a refund receipt
Sam B.
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Matt J. Hey bro, I can see that refund came through Relume Pro subscription 5 days ago. On the same day my card was charged for the starter plan but my Relume account is telling me I need to upgrade to a paid plan. What do I do here?
Sam B.
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I've subscribed to the Relume Starter plan so I can keep working. Will just need you to apply one of those subscriptions as credit to the account or a refund when you can.
Matt J.
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Sam B. everything looks fine on my end - so my guess is that it might be throwing upgrade alerts because you have 2 projects in your account and starter is only allowed 1.
Sam B.
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Matt J.
Sam B.
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I was told the Starter Plan Includes 3. Not too fussed but I've deleted the locked project. It looks like there was a refund on 20 May 2025 and since then it has billed us twice for the same thing?
Sam B.
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Matt J.
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Sam B. ah okay, thanks for pointing that out. I've asked the team to update that email. As for the double charge - can you confirm if that happened recently? I know that you were charged May 20th, but I'm showing it was refunded along with the May 8th $58.