If something on your invoice doesn’t look right, we’ll sort it out quickly. Follow the steps below.

Before you get in touch

Check the following first, as they resolve most queries:

• Invoice period: Does the date range match the services you received?
• Recurring charges: Have any plans, licences or subscriptions changed since last month?
• Pro-rata charges: New services or changes part-way through a month are billed proportionally.
• Purchase order: If your company requires a PO number, check it’s shown correctly.

How to raise a query

1. Gather your details: Your invoice number, account name and the specific line items you’re querying.
2. Contact us: Email finance@mistla.com or raise a ticket through the customer portal. Put the invoice number in the subject line.
3. Explain the issue: Say which charge you’re questioning and why, for example “charged twice”, “service cancelled in September” or “amount differs from quote”.
4. Attach evidence: Include a copy of the invoice and any related quotes, order confirmations or emails.
   

5. What happens next
   

• We’ll acknowledge your query within 1 business day.
• We aim to resolve it within 5 business days.
• If an error is found, we’ll issue a credit note or a corrected invoice.

Good to know

• Please raise queries within [14 days] of the invoice date.
• Pay any undisputed amounts by the due date. Only the disputed portion needs to be held while we investigate.
• Quote the same invoice number in all follow-up messages so we can track your query.

Need help? Contact finance@mistla.com or call +44 333 358 3976.