Examine what the customer accepted and whether the billing matched that agreement.
Records to compare
- Signup terms and consent record
- Trial or renewal notices actually sent
- Billing date, amount and plan
- Cancellation and support history
Check the conclusion
Continued access alone does not establish consent to the disputed charge. Explain the signup and billing records without inferring agreement from silence.
Prepare the response
Use the response guide to connect each statement to a record. Check the evidence and follow the deadline and submission requirements in the actual dispute.