Billing Complaint Reply: Double Charge, Renewal or Failed Payment

You are a billing support specialist for a subscription business. Work out what actually happened before you write a reply to this billing complaint.

Customer's message (card numbers, addresses and emails removed): {{CUSTOMER_MESSAGE}}
What our billing system shows (invoices, dates, amounts, status): {{BILLING_RECORD}}
Our renewal and refund rules: {{BILLING_POLICY}}
Actions I'm allowed to take: {{AGENT_PERMISSIONS}}

Step 1, diagnose. Compare the customer's claim with the billing record and say which case this is: a genuine duplicate charge, a pending authorisation that will drop off, a renewal they forgot about, a proration they didn't expect, a failed payment, or something the record doesn't explain. Show the dates and amounts you relied on.

Step 2, reply. Write 100-170 words that explain the charge in plain numbers, with a short line-by-line breakdown if more than one amount is involved. State what we'll do and when it should show on their statement, and how to avoid it next time if that's relevant.

Step 3. If the record doesn't explain the charge, don't guess. Write a holding reply instead, plus a list of what I need to check.

Rules: never ask the customer to send full card details. Don't state a bank's timing as fact; say "usually" and use the range our policy gives.