If you have been charged incorrectly, or you have a credit sitting on your account, 8x8 will settle it either as a credit note or as a refund. This article explains the difference between the two, how each one reaches you, and what to send when you ask for one.
Note:
This article applies to UK and EMEA accounts invoiced by 8x8 UK Limited in pounds sterling or euros. If your account is billed by 8x8, Inc. in the United States, see What is the difference between a refund, credit and credit memo? (US) instead — the timings in that article do not apply to UK accounts.
Applies To
Billing
Refunds and credit notes
Corrections and adjustments to your invoice
United Kingdom and EMEA
Credit Note or Refund
These are two different things and they reach you in two different ways.
| What it is | How you receive it |
|---|---|---|
Credit note | A credit applied to your 8x8 account. | It is set against your future invoices. The credit reduces the amount due on your next invoice, and carries over to the invoice after that if any of it is left. |
Refund | Money returned to you. | It is paid back by Direct Debit or bank transfer, to the bank account 8x8 holds for your business. |
Which of the two applies depends on the circumstances of your case. Billing confirms which one you will receive when your case is reviewed.
How to Request a Refund or Credit Note
This is not a self-service change. Open a billing case and a Billing agent will review it, decide whether a credit note or a refund applies, and process it.
Include all of the following, so that Billing can assess your request without coming back to you for more detail:
Your Account ID. See Find Your Account ID and Billing Telephone Number.
The invoice number the refund or credit relates to.
The amount you believe is owed to you.
The reason — what was charged incorrectly, or why you believe a credit is due.
Whether you would prefer a credit note or a refund, if you have a preference.
To open the case, see Create a Case with 8x8 Billing Support.
Important:
If you are challenging a specific charge rather than asking for money back on a credit that is already agreed, that is a dispute, and it has a deadline. A charge must be disputed within 30 days of the invoice date, by email to billingteamUK@8x8.com. Under the 8x8 UK X-Series Service Terms, a charge not disputed in that window can no longer be disputed. See Understanding Your 8x8 Invoice (UK) and Create and Monitor Disputes in the 8x8 Billing Portal.
Checking Progress
Updates are posted to your billing case. If you need to know where your refund or credit has got to, reply to the case and ask — Billing can see the current position on your account and will confirm it.
You can also call the UK Billing team on 0207 096 6000 and choose option 2. The team is available 9:00am to 5:30pm, Monday to Friday (GMT).
Frequently Asked Questions (FAQs)
Q: What is the difference between a credit note and a refund?
A: A credit note is set against your future invoices and reduces what you owe next time. A refund returns the money to you by Direct Debit or bank transfer.
Q: How long will my refund take?
A: There is no fixed timeline for UK and EMEA accounts, and 8x8 does not publish a target turnaround. Billing confirms the expected timing for your case once it has been reviewed.
Q: Where is my refund?
A: Reply to your billing case and ask for an update. Billing can see where your refund has got to and will confirm the position on your account. If you do not have an open case, open one and include your Account ID and the invoice number.
Q: How will my refund be paid?
A: By Direct Debit or bank transfer, to the bank account 8x8 holds for your business.
Q: Can I ask for a refund instead of a credit note?
A: Say so in your case and explain why. Billing will confirm which one applies to your account.
Q: Will a credit note show on my invoice?
A: Yes. The credit reduces the amount due on your next invoice. See Understanding Your 8x8 Invoice (UK) for where to find it on the invoice.
Q: Is there a deadline for disputing a charge?
A: Yes. A charge must be disputed within 30 days of the invoice date, by email to billingteamUK@8x8.com. After that it can no longer be disputed. This is separate from asking for a refund or credit on a charge that both sides already agree is due back.
Additional Information
Your invoice
Payments and balances
Raising a case