The old account held zero apps and no warnings, so deletion and refund were requested together — an irreversible step, taken only after the lab owner confirmed.
The problem: an autoresponder closed the ticket
The submitted form was filed without a case number and auto-closed as "resolved by AI assistant". That AI's answer — that the $25 was non-refundable — directly contradicted what a human agent had stated earlier.
A ticket closed by an autoresponder was never filed. Whether a case number is attached tells you if a human ever saw it.
A follow-up was sent with the original case number in the subject line, to thread it back onto the same ticket.
It was approved on 27 August. The old account is closed and the refund processes within 7–10 business days.
What this series leaves behind
- A sole proprietor should always choose the individual billing profile type. Picking organization just to display a business name is irreversible.
- There is no repair for the wrong type — only a new account.
- Held revenue is recoverable if the process is followed. Starting over does not forfeit it.
- A ticket an autoresponder closed has to be sent back to a human.