Your bill and result disputes

Your omotto results plan has a monthly price, a credit toward result fees and included usage. Extra conversations and automation runs are separate from result fees. See plans, prices and paid results for the amounts and what counts as a result.

How it works

Billing periods and when you are charged

Your billing periods follow your sign-up date, not calendar months. Read the period’s start and end dates rather than assuming the bill is for the first to the last day of a month.

Your plan price is billed in advance at the start of each billing period.

A period’s result fees, extra conversations and extra automation runs become final 7 days after the period ends. This allows the 7-day sale window to finish before the statement settles. A later eligible sale can change a conversation’s result before then.

Those final charges are added to your next invoice, at the following renewal, together with the plan price for the coming period. Each invoice therefore shows the coming period’s plan plus the final charges of an earlier period. The first invoice carries only the plan price.

Disputing a result

Explain what you disagree with in your own words. Disputes use free text, not a list of preset reasons. A person reads every dispute. We hold the fee, so it is not charged while we review it, and we check within 2 business days.

If the fee is already on a settled statement, it stays there while we review. If we accept the dispute, the difference comes back as a credit on your next statement.

You can dispute a charge until 30 days after its statement settles. After that, the dispute window has ended and you can contact support.

If a dispute is accepted, the result falls to the next result supported by the conversation’s recorded facts. That does not always mean the whole fee disappears. For example, an accepted sale dispute can leave an expert-answer or solved result at $0.99. If no paid result remains, the result fee is zero.

For a sale dispute, explain why the chat was not about buying, or describe a refund that affects the result. The sale rule does not claim that the chat caused the order.

Plan credit and changes to a result fee

The credit included in your plan reduces result fees.

An accepted dispute changes the result fee according to the remaining result. Do not assume that disputing a sale removes a valid expert-answer or solved result too.

Where to find it

Open Settings → Billing. The Statements tab shows your usage, results and usage cap for each billing period. Closed-period bills and invoices appear under Period charges when available.

Set it up

See your usage and results for a period

Open the Statements tab.
Choose a billing period. Periods are listed by date range.
Read Usage this period for conversations, connected channels, team members and automation runs against your plan.
Open Results and conversations to see each conversation, its result, its fee and why. Select a conversation to see how the result was decided.
Select Export or Export CSV if you want the list as a file.

Dispute a result

Open the Statements tab and choose the period.
Select the conversation under Results and conversations.
Select Dispute this charge.
Write what is wrong in your own words and select Send.

The dialog shows what the fee would become if we accept. Disputes on the same tab lists disputes under review, credited and declined. If we reply, use Reply to the review.

Set a usage cap

Open the Statements tab.
In Usage cap, select Set a usage cap.
Enter the most you want to spend beyond your plan price in one billing period, in US dollars, and select Save cap.

See plans, prices and paid results for what happens when the cap is reached.

Read a period bill or get an invoice

Open the billing page described above.
Select a period’s date range under Period charges to open its breakdown.
Read the charge lines and total.
Select Download invoice (PDF) if that link is shown.

The invoice link is shown for a paid period bill when its payment provider supports invoices. It is not shown for a payment recorded as arranged separately.

What happens when…

A conversation has more than one result

There is at most one result fee per conversation: the highest result. A sale is above an expert answer, which is above solved. An expert answer and solved each cost $0.99. See the result ladder.

You reach the usage cap

The usage cap is optional and you set it: the most you will spend beyond your plan price in a billing period, across result fees, extra conversations and extra automation runs. At the cap, omotto stops replying for the rest of the billing period. Conversations in progress stop at the customer’s next message. Automations keep running while you are within your plan’s included runs and pause at the first run that would be billed. Customer messages still reach the inbox for your team. Nothing is lost and nothing more is charged. Raising or removing the cap turns omotto and automations back on immediately, and the cap starts fresh with the next period. Details are in plans, prices and paid results.

A payment fails

omotto keeps replying to your customers. We follow up with you directly, and the payment provider sends reminder emails. The billing page shows a past-due notice. If the payment stays unpaid for 30 days, the subscription is cancelled and your workspace leaves its plan. Contact support before then if you need help.

You cancel your plan

Usage from your final billing period is not added to a later invoice, because there is none. We collect it from you directly.

The fee seems wrong

Describe the result you disagree with and why. If you cannot find how to dispute it, contact support. Do not send card details in your explanation.

Troubleshooting

The bill will not open: select Try again. Contact support if it still fails, and include the period dates.
There is no invoice link: check whether the period bill is paid. If you still need an invoice, contact support and include the period dates.
A payment failed, or you need to cancel the plan: contact support for help with your subscription.
You want to choose a plan: self-serve sign-up is temporarily Coming soon. For now, contact omotto through the chat on omotto.ai.
The total includes more than result fees: compare it with the plan price and any extra usage in the pricing guide.