Billing disputes need evidence, not explanations.
When customers dispute charges, your team cross-references Stripe invoices against usage logs, checks for proration errors, and verifies plan changes. Altor does this automatically — pulling Stripe data and usage logs in parallel to deliver evidence-backed resolutions.
Billing tickets that require Stripe investigation
These are the tickets that sit in queue until an engineer has time to investigate:
- •"My invoice is $800 higher than last month but nothing changed" — usage tier crossed, proration from mid-cycle plan change, or metering discrepancy?
- •"I downgraded but was charged the full amount" — downgrade effective date, billing cycle timing, or Stripe subscription update lag?
- •"Payment failed but my card works everywhere else" — card processor decline code, 3D Secure challenge required, or Stripe Radar fraud block?
- •"Refund was issued 2 weeks ago but has not appeared on my statement" — Stripe refund status, bank processing time, or partial refund applied to wrong invoice?
What Altor queries for Stripe billing investigations
Altor connects to the systems where your investigation data actually lives:
- •Stripe Billing — invoices, line items, proration calculations, subscription change history
- •Stripe Payments — charge attempts, decline codes, 3DS challenges, refund status
- •Stripe Radar — fraud scores, rule triggers, block reasons for flagged payments
- •Usage metering — actual API calls or resource consumption vs. billed amounts
- •Customer config — plan tier, add-ons, coupon codes, billing contact details
typical manual billing investigation time
Altor's time to cross-reference Stripe + usage data
cause of SaaS churn — unresolved billing disputes
of billing resolutions include evidence from both systems
"Our tickets are investigations, not FAQs. Nobody else could even attempt to answer them automatically. Altor can because it queries our actual production data."
Why Stripe teams add Altor for billing support
Billing disputes are high-stakes: the customer is upset about money, and the answer requires cross-referencing two systems (Stripe + your usage database) that don't talk to each other natively.
Altor queries both simultaneously. It pulls the Stripe invoice, compares line items against actual usage in your database, identifies discrepancies, and delivers a resolution with evidence — all before your agent finishes reading the ticket.
See Altor investigate a real ticket from your queue
We'll connect to your systems and run a live investigation. Your data, your ticket, diagnosed in 2 minutes during EST or PST hours.
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