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Hello, 

On 07/24 our annual account was charged $600.00 for 2 seats and 200 envelopes. I downgraded the plan to 1 seat, wanting to receive a refund for the extra seat that we will not use as I saw that refunds are still possible if they’re in the 14-day window. However, I saw I needed to cancel a plan or close the account.  

 

So, I decided to cancel the plan, which would default me to the free plan, then sign up again for the 100 envelopes. However, My ability to cancel the plan is greyed out, and I do not know what to do. I am currently being charged for more than I need and I am still in the return window. 

 

I also attempted to undo the “pending change” and keep the 2 seats to see if that will allow me to cancel. But it will not change back to the original plan. 

 

I have been a long-time DocuSign user for two business operations. I hope this can be corrected. 

 

Any help will be appreciated. 

 

Thank you, 

Hi ​@EDW Docs  — thanks for reaching out.

We’re here to help where we can, but billing or account changes must be requested from a Docusign account administrator. If that’s not you, we recommend checking with your company’s admin to get started.

For any billing-specific questions, you (or your admin) can open a support case directly here: Open a Support Case.

If you are having trouble creating a case, I can help you with that. You can send me a private message with your Name, Account number in question, email address linked to your account, and case number if you have already created a case, so  I can follow up on your behalf.

—
Ma. Cassandra | Docusign Community Moderator
If this pointed you in the right direction, click “Best Answer”!

 

Good Evening, Ma.Cubio. 

I am having trouble creating a case, I am the Administrator on our account. How do I send a private message? 

Hello ​@EDW Docs 
I created a case on your behalf using the information you provided via private message. For your reference, here’s the case ticket number: 15685307.
I also sent you an email for you to check and respond to moving forward. In your reply, you may include whether you want to downgrade the account to free and receive a full refund.
Or, if you want to keep the same plan and just have one seat, you may request to reduce the number of seats from two to one and get a refund for the reduced seat.

—
Ma. Cassandra | Docusign Community Moderator
If this pointed you in the right direction, click “Best Answer”!

 

Good Afternoon, Cassandra. 

Thank you for following-up and emailing me. Yes, I would like to move forward with keeping the plan and reducing to 1 seat and having the refund for the reduced seat. 

Please let me know if you need any additional information from me. 

Thank you in advance, 

Hi ​@EDW Docs 
As you asked for, your seat has been reduced to 1.  It may take 24-48business hours for the credit memo to show on your account so that I can request a refund.
I will monitor this and update you as soon as possible.

—
Ma. Cassandra | Docusign Community Moderator
If this pointed you in the right direction, click “Best Answer”!

Thank you, Cassandra. 

 

I appreciate you following-up so quickly. Great customer service! I’ll keep an eye on the topic, thanks so much again!

Hello ​@EDW Docs 
You’re welcome!
Just to update you, I still haven’t received any feedback from our Finance Team. As soon as I do, I’ll let you know and keep you posted. 

—
Ma. Cassandra | Docusign Community Moderator
If this pointed you in the right direction, click “Best Answer”!

Hi ​@EDW Docs 
As I promised, here’s the update for your concern.
I see that our finance team has already posted the credit memo to your account. I have already submitted a request for a refund of the reduced seat.
Please check your email for other details, including the refund amount. I will keep the case open until the refund request is processed.
Rest assured, I’ll keep you posted.

—
Ma. Cassandra | Docusign Community Moderator
If this pointed you in the right direction, click “Best Answer”!

Perfect! 

Thank you for keeping me posted, Cassandra! I’ll check my email, too!

Hello ​@EDW Docs 
It’s my pleasure to assist you.
By the way, I sent you an email today; please check it. I would appreciate your response. Thank you.

—
Ma. Cassandra | Docusign Community Moderator
If this pointed you in the right direction, click “Best Answer”!

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