Payment failures, refunds, and disputes

Paddle is the online reseller and Merchant of Record for self-service purchases. Use the Paddle receipt, management link, or Paddle support for payment-method, invoice, tax, cancellation, ordinary refund, or dispute questions. Do not send card numbers, payment details, Paddle management links, or billing-address documents to Chat4U.

1. Check the verified Billing statusA failed checkout or renewal does not prove an entitlement change by itself.

   Billing shows the current contract, any warning, and the next safe action after provider processing completes.
2. Use the right support ownerPayment and product questions have different owners.

   Contact Paddle for payment, refund, invoice, tax, or dispute handling. Contact support@chat4u.ai for product delivery, project access, entitlement, or technical help.
3. Share only safe identifiers with Chat4UWe can investigate the product state without payment data.

   Include the project name, affected feature, approximate time, and any non-secret status shown in Billing. Chat4U can explain product access and coordinate an escalation without requesting card or portal details.

If an initial payment or renewal fails, the visible warning and available retry path depend on Paddle's verified transaction state. Do not create duplicate subscriptions to work around a pending payment. Refunds and disputes may change entitlement only after the verified provider event reaches Chat4U; a browser message is not a completed reversal.

Failed renewal and recovery

When a renewal first becomes past due, Chat4U preserves paid access during one immutable 72-hour recovery episode and shows its deadline in Billing. Repeated provider events do not restart or extend that window. Update the payment method through the authenticated Paddle link and return to Billing. Canonical payment recovery restores the mapped paid access; if the deadline expires first, new paid actions stop while retained project data and billing history remain available.

A provider-confirmed pause or cancellation is different from a temporary payment warning. Billing displays the observed state and its access consequence. Chat4U does not offer a customer pause or resume control at launch.

Refunds, reversals, and disputes

• A verified full refund or chargeback of the base subscription ends paid access immediately and the project falls back to its terminal base-plan state.
• A full refund of a one-time credit or Operator Unit line removes only unused units from that line. Consumed units are not converted into a negative balance and require review.
• A verified refund or cancellation of purchased indexed capacity affects that separate recurring capacity contract; it does not cancel the base subscription.
• A partial or unattributable adjustment is recorded financially but never converted into guessed entitlement time or proportional units. Chat4U reviews the product effect before changing access.
• Repeated webhook delivery is safe: the same provider event does not grant or reverse value twice.

If a dispute or chargeback is still open, use Paddle for its financial status and Billing for the current product-access state. Do not assume that opening, winning, or losing a dispute changed access until the verified state is shown.

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