Step 1: Provide the Details of the Charge
To get started, we need a few key pieces of information from you. This will help us connect your report to the exact transaction in question and allow our payment partner Stripe to look into it further.
Please include the following:
Your email address associated with your SquadTrip account
The amount you expected to be charged
The amount you were actually charged
You can send these details directly through your existing support conversation or email. Make sure all values are clear and accurate to avoid delays in processing.
Step 2: We’ll Acknowledge and Begin the Investigation
Once you submit your charge discrepancy report, a member of our support team will confirm receipt of your message. From there, we’ll initiate our internal review process and reach out to our Stripe partner for deeper investigation if needed.
We aim to respond with an update within 2 business days. All follow-ups will be provided either directly within your support ticket or via email, so please keep an eye on both.
Step 3: Internal Logging for Tracking and Escalation
On our side, once we’ve received the report and initiated the review process, a team member will log the case in our internal #bug Slack channel. This step ensures visibility across our support, engineering, and finance teams so that no issue falls through the cracks.
Next Steps and Resolution
Most issues are resolved after a quick investigation, but we’ll stay in touch if we need any more information from your end. We’re committed to making sure your payments are accurate and your experience with SquadTrip remains smooth and trustworthy.
If you still have questions or haven’t heard back after 2 business days, feel free to follow up in your support thread and we’ll prioritize your case.
Need help with another payment-related issue? Check out our other articles on refunds, subscription billing, or updating your payment method.