Assistance Needed with Overpayment Issue | XM Community
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Michael_Cooksey
Administrator
8 days ago
Question

Assistance Needed with Overpayment Issue

Mannila
Level 4 ●●●●
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  • Mannila
  • Level 4 ●●●●
  • 37 replies

Hi Qualtrics Team,

We have been trying to reach the Qualtrics finance team via phone and email regarding our invoices but have not received any response. We also contacted our account representative to help connect us with someone who can address our query.

Last year, we upgraded to CoreXM Advanced one month before our previous plan ended (9/26/2022 - 9/25/2023). It appears we were charged full license amount for both that month (8/31/2023 - 9/25/2023) and the full year after (8/31/2023 - 8/30/2024). While our account executive acknowledged this issue via email, we have yet to receive a refund for the overpayment.

Could you please assist us in resolving this matter? I have invoices and payment details that I can share if someone from Qualtrics can reach out to us via email.

Thank you for your help!

Mannila

    5 replies

    Michael_Cooksey
    Administrator
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    Hello @Mannila -- Please accept my apologies for the less-than-stellar experience getting help. I will look into this for you and see what I can do, Thank you for letting us know about the issue.

    Head of Qualtrics XM Community
    Michael_Cooksey
    Administrator
    Forum|alt.badge.img+34

    @Mannila -- Update: I was able to make contact with your account rep, who committed to reaching out to you today. Hope this helps!

    Head of Qualtrics XM Community
    Mannila
    Level 4 ●●●●
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    • Mannila
    • Author
    • Level 4 ●●●●
    • 37 replies
    • October 9, 2024

    @Michael_Cooksey - Thank you for your prompt reply. Yes, they have reached out and are assisting us further with the issue. I'll keep the post open until it's resolved and provide updates as needed. Thanks again!

    Mannila
    Mannila
    Level 4 ●●●●
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    • Mannila
    • Author
    • Level 4 ●●●●
    • 37 replies
    • February 26, 2025

    Hi ​@Michael_Cooksey, I wanted to bring this to your attention as we still haven’t found a resolution to this request. Our Account Representative connected us with the Qualtrics Collections Specialist in October 2024, requesting the incorrect invoice be voided. At that time, we shared the necessary banking details by connecting them with our organization's Accounting Manager.

    Since then, we haven’t received confirmation regarding the voided transaction or seen the funds returned to our account. We followed up in December 2024 and again in January 2025 but have yet to receive a response.

    Could the Collections Specialist provide an update on this matter? I prefer not to name individuals on this platform, but I hope you can assist in expediting the resolution.

    Mannila
    AlonsoC
    Administrator
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    • AlonsoC
    • Administrator
    • 206 replies
    • March 3, 2025
    Mannila wrote:

    Hi ​@Michael_Cooksey, I wanted to bring this to your attention as we still haven’t found a resolution to this request. Our Account Representative connected us with the Qualtrics Collections Specialist in October 2024, requesting the incorrect invoice be voided. At that time, we shared the necessary banking details by connecting them with our organization's Accounting Manager.

    Since then, we haven’t received confirmation regarding the voided transaction or seen the funds returned to our account. We followed up in December 2024 and again in January 2025 but have yet to receive a response.

    Could the Collections Specialist provide an update on this matter? I prefer not to name individuals on this platform, but I hope you can assist in expediting the resolution.

    Hi ​@Mannila, 

    Apologies that you haven’t received a status confirmation on this matter. I’ll DM you to request further information and come to a solution. 

    Thanks,

     

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