How do I request a refund after downgrading my account to a free account?

Hello ​@sarahcuda 

Thank you for reaching out here in Docusign Community.

This is not the best platform to raise your concern.

Use the bottom part of the Get Support page to submit a case. 

If you found the response to be a useful solution to your question, please mark it as the best answer by clicking “Select as Best” to make it easier for other users to find.

Best regards,
Marco Paulo | Docusign Community Moderator

first of all, I would suggest the company to have a better way of contacting support in a free account rather than this unintuitive workaround.

ok I’ve done that yesterday and the response was that I’ve somehow gone over a limit for envelopes and was charged an “overage” fee. He also said to look at the invoice on the Plan and Billing tab, which I did, and there was no invoice when I clicked on that.

He suggested I upgrade my account, which I am not interested in doing. Why would I not be warned in advance of overage and why would it cost this much? I did not do any actions in docusign since I downgraded my account so this is either a mistake or a terrible business policy. Here is what the service representative said:

After carefully checking, I found that the fees and charges you see are due to your overage usage. This happens when you go above your envelope subscription. To prevent this from happening, I suggest upgrading the account. 

I opened a dispute with my credit card company since there doesn’t seem to be any real way of finding out what happened or getting a phone call with a real person from docusign.

Hello ​@sarahcuda 

Please be informed that this is not the best platform to raise your billing concerns.

You may continue working on the case you submitted and see if you can request a refund. 

If the request can’t be granted, then continue reaching out to your bank for a dispute.

If you found the response a useful solution to your question, please mark it as the best answer by clicking “Select as Best” to make it easier for other users to find.

Best regards,
Marco Paulo | Docusign Community Moderator

I am having the same problem Sarah Cuda.

Hello ​@JBerthelsen,

Thank you for reaching out here in Docusign Community.

I understand that you have the same issue and we apologize for any inconvenience that this may have caused you, 

Please use the bottom part of the Get Support page to open a case. 

If you found my response to be a useful solution to your question, please mark it as the best answer by clicking “Select as Best” to make it easier for other users to find.

Best regards,
Marco Paulo | Docusign Community Moderator

Hello ​@sarahcuda 

I hope you are doing well. 

I want to confirm if you were able to solve your issue by utilizing the suggested solution or if the information provided was useful.

If so, please mark it as the "Best Answer ✅" by clicking “Select as Best” to make it easier for other users to find.

Otherwise, let me know and I will gladly help you address the situation as soon as possible.

Best regards,
Marco Paulo | Docusign Community Moderator