Title: Chasing up support request
Last modified: March 27, 2023

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# Chasing up support request

 *  Resolved [jonny_w](https://wordpress.org/support/users/jonny_w/)
 * (@jonny_w)
 * [3 years, 1 month ago](https://wordpress.org/support/topic/chasing-up-support-request/)
 * Hi,
 * Is it possible to please respond to our simple support request regarding incorrect
   checkout totals for an upgrade.
   Account: st-ma*******.****.*ch.ukWe sent the 
   original request a week ago and it’s getting a bit awkward explaining to our 
   client why we haven’t heard back :/Thanks,
 * Jon.

Viewing 1 replies (of 1 total)

 *  Plugin Author [Bruna a11n](https://wordpress.org/support/users/bruberries/)
 * (@bruberries)
 * [3 years, 1 month ago](https://wordpress.org/support/topic/chasing-up-support-request/#post-16599522)
 * Hi [@jonny_w](https://wordpress.org/support/users/jonny_w/),
 * I could find your email and I see we replied twice already for you (on March 
   20th and again on March 24th), but it seems you’re not getting our replies.
 * For clarity, we’re replying to the **finance.office@** email address.
 * Regarding your question, this is just a visual issue since we do not show the
   discounted price on the checkout page. We’re already discussing how to improve
   this with the devs.
 * As long as you can see the message:
 * > Rest assured, your next invoice will be prorated based on the number of days
   > used and the amount paid from your previous plan.
 * on the checkout page, the payment will be properly prorated.
 * Please note that, even with the discount, you won’t be paying _only_ for the 
   price difference between plans.
 * Upgrading a subscription often results in a proration, which means a charge adjustment.
   We calculate the difference between the two plans based on the time the subscription
   upgrade was done.
 * When upgrading to a higher plan, our system automatically creates a new and separate
   invoice with the proration adjustment. As a new billing cycle starts, you’ll 
   pay for the full price for the new plan and receive a credit for the unused portion
   of the old plan to be used to purchase the new subscription.

Viewing 1 replies (of 1 total)

The topic ‘Chasing up support request’ is closed to new replies.

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 * 1 reply
 * 2 participants
 * Last reply from: [Bruna a11n](https://wordpress.org/support/users/bruberries/)
 * Last activity: [3 years, 1 month ago](https://wordpress.org/support/topic/chasing-up-support-request/#post-16599522)
 * Status: resolved