First check
Do not duplicate while pending
Payment confirmation and browser return can be out of sync; order status comes first.
Refunds and disputes
Recharge, refund, and dispute rules
Recharge buys ClaudeU balance, not an official account, subscription seat, or physical product. If payment is processing, keep the order ID and do not purchase again.
ClaudeUpublic trust
Purchase objectClaudeU balance
Routine handlingResolution usually within 3 business days
Used balanceUsed balance cannot simply be fully reversed
Handling basis
Order + crediting + usage
Orders, crediting, and usage are checked together.
Law and channel
Applicable rules apply
If law or payment-channel rules require a different outcome, those rules control.
ClaudeU trust
Check three things before submitting
Most issues can be confirmed through order, crediting, and usage records.
You buy balance
Recharge credits the current signed-in account. Confirm email, amount, and page origin before paying.
- Not an official account
- Not a membership seat
- Not account resale
Cases you can submit
Uncredited successful payments, suspected duplicate payments, abnormal order status, or payment-channel disputes can be sent to support.
- Uncredited payment
- Duplicate payment
- Failed or cancelled order
Used balance
After balance has been used, the original order cannot simply be fully reversed. Used and remaining balance are handled separately.
- Check debit records
- Preserve remaining balance
- Handle by actual use
Payment processing
If the checkout or bank side is still processing, keep the order ID and wait for status before purchasing again.
- Save order ID
- Wait for status
- Do not pay again immediately
Channel disputes
If you open a bank, card-network, or payment-provider dispute, related service access may need to pause until review is complete.
- Share dispute context
- Keep evidence
- Wait for channel outcome
Timing
Uncredited or suspected duplicate payments usually receive a result within 3 business days; payment-channel checks may take longer.
- State the result
- State the next step
- Keep the record
ClaudeU trust
How to submit a dispute
Bring the order and payment details. Do not send sensitive payment information.
- 01
Submit
Submit through support
Include order ID, payment time, account email, current order status, and visible page message. Do not send full card numbers or login codes.
- 02
Review
Check payment, crediting, and usage
We check whether the payment was confirmed, balance was credited, and usage has already spent balance.
- 03
Resolve
Return the result
The result may be a refund, crediting correction, or no change. Applicable law and payment-channel rules apply.