====== I already cancelled and still got charged ======

Review the //History// for the customer in the CRM to verify whether they did already cancel. 

{{:reasons:history.png|}}

If the customer was billed by mistake, [[general:managing_call_backs|let the customer know you will get back to them]] and escalate to your manager.

If there is no record of the cancellation in the CRM, try to move the conversation along.

**Talk Track:** //Odd, I'm not seeing a record of that. Do you have a copy of the cancellation confirmation email that we send? No problem, I can confirm that your account is now cancelled and you will receive no further shipments.//