Checkout and receipts
Stripe hosts checkout and sends the receipt to the billing contact. Keep the Stripe receipt with the matching Billing transaction. A completed card screen does not grant credits twice if Stripe retries its event.
Interrupted or expired Checkout
If you cancel Checkout, no purchase is made. If an approved Reply.Quest maintenance window begins while Checkout is still open, that session expires and cannot complete a charge. Return to Billing and start a new Checkout after the maintenance notice clears.
Auto-top-up
Auto-top-up is off by default. You choose an exact pack and paid-balance threshold. Each trigger charges that pack’s displayed price. Three declined attempts disable the setting until you turn it on again.
Saved payment methods
Stripe stores card details. Reply.Quest stores only a payment-method reference. Manage billing to update the method used for subscriptions and optional auto-top-up.
Payment failures
For a failed renewal, update the payment method from Billing and complete payment. Collection remains stopped with an explicit payment-failed status until successful payment restores coverage.
A failed prorated upgrade leaves the current plan and collection coverage unchanged. The upgrade and its additional credit grant do not take effect. Reply.Quest records and notifies the billing contact about either failure.
Refunds and disputes
Contact support before opening a dispute so the transaction can be reviewed. A confirmed refund or opened dispute creates a linked credit reversal. A dispute won in your favor creates a linked restoration.
Subscription changes and cancellation
Upgrades wait for successful prorated payment. Downgrades and cancellation take effect at renewal. Cancellation replaces a pending downgrade because the subscription will end instead. No credits are clawed back.
Contact support
Use the support form with the workspace, date, amount, and Stripe receipt identifier. Never include full card details.