Do You Have a Question About a Charge?
How to handle and resolve billing or payment-related concerns
Sometimes, questions arise about charges on your account. Before you proceed, it’s important to know which type of charge your question is about, as the process to address it differs:
If your question involves a specific time entry charge, this article will guide you through the steps to resolve it efficiently.
If your question relates to a general charge on your card not tied to a particular time entry, please contact us directly at hello@eqeepo.com with your details. We’ll respond within 24 hours.
Managing your remote worker involves invoicing and charges, and sometimes questions or doubts may arise about a specific charge on your account. Here’s a step-by-step guide to help you address any billing concerns smoothly and efficiently.
Step 1: Review the Charge Details in Your Dashboard
Log in to your Client Dashboard and navigate to the Time Tracking section.
Find the specific time log you have a question about.
Click on the three dots button (⋯) next to that charge to reveal more options.
Select “Help with this Charge” to start the process.
Step 2: Talk Directly with Your Worker First
Before escalating the issue, we strongly recommend reaching out to your worker via the Chat feature or scheduling a quick call. Most questions or misunderstandings about hours worked or tasks performed can be resolved through direct communication.
This step helps clarify any confusion and often leads to a quick resolution without further steps.
Step 3: Ask for a time entry review
If, after discussing with your worker, you still have unresolved concerns, you can proceed to request a formal review:
After clicking “Help with this Charge,” a message box will appear.
Clearly describe your concern and why you believe the charge might be incorrect or needs review.
If you want to pause the worker’s hours while the time entry is being reviewed, make sure to tick the “Pause Worker” box. This is very important—if you don’t select this option, the worker may continue logging hours, and we won’t be able to stop it automatically.
Step 4: Our Support Team Will Review Your Request
Once submitted, our support team will review the details promptly and work with you and your worker to resolve the issue. Early notification is essential, so please report concerns as soon as possible, ideally while the hours are recent. This helps us investigate more effectively.
We’ll respond within 24 hours to keep you informed and support you through the process.
Final Tips:
Regularly check your time logs and charges to avoid surprises.
Maintain open communication with your worker for a smooth working relationship.
Remember, we don’t manage your workers directly—you are responsible for oversight and training.
We hope this guide makes it easier for you to handle any questions about your charges confidently and with peace of mind. If you ever need assistance, don’t hesitate to reach out to hello@eqeepo.com