Billing Windows (Buffers) and the 3-Business-Day Dispute Window
Billing rules, in writing
Before you buy any call, you should know when the clock starts, what's billable and how to dispute a call. Here's ours.
Billing windows
| Source | Billable after |
|---|---|
| CTV | Passes 30 seconds after the call is answered |
| Meta Inbounds | Passes 90 seconds after the call is answered |
Calls under the billing window aren't billed. The billing window starts when the call is answered, by you or your voicemail. Ring time before the answer doesn't count. If the call goes to your voicemail and passes the billing window, it is billable.
Missed calls (never answered) and abandoned calls (the caller hangs up before the call is answered) are never billed. Because voicemail past the billing window is billable, pause yourself in your portal when you're unavailable.
If a call fails because of a tech problem on our side or with our phone provider (routing or system), it isn't billable. Technical failures are never billed.
Prepaid account
- Minimum first order: $500
- Minimum recharge: $250
- No monthly fee, no long-term commitment, no per-seat charges
- Optional auto-recharge: set a balance threshold and a reload amount in your portal billing page.
Disputing a call
- Flag the call in your portal within 3 business days.
- Say what went wrong.
- Our team reviews our call-tracking records (arrival time, ring and answer status, connected duration, and disconnect data), routing metadata, source records, failure codes, and what you submitted.
- Approved disputes are credited back to your balance after review. Review time varies with the information available and whether the phone provider has to investigate.
Tip: keep your own phone carrier's call log, so you have your own record too.
What can be disputed
- Billing error
- Duplicate caller
- Outside your licensed states, by caller ID or publisher state data
- Calls during paused or off hours
We decide disputes using our call-tracking records, so each reason has to be something those records can show. If we confirm a call failed because of a tech problem on our side or with our phone provider, it isn't billable, and we credit it back to your balance.
"The caller didn't buy" isn't a valid dispute reason: we charge for billable calls, not outcomes. Calls below the billing window aren't billed in the first place.
FAQ
How long do I have to dispute a call?
3 business days from the call.
What is a billing window?
How long a call has to last, counted from when it is answered (by you or your voicemail), before it's billable: 30 seconds for CTV calls and 90 seconds for Meta Inbounds calls. Voicemail past the billing window is billable, so pause yourself when you're unavailable. Missed and abandoned calls are never billed. Calls that fail because of a tech problem on our side or with our phone provider (routing or system) aren't billable.
Why are the billing windows different?
CTV callers dial in directly from a TV ad, so we use a shorter 30-second billing window. Meta Inbounds calls usually take longer to qualify, so they use 90 seconds.
Are calls recorded?
No. FEXGorilla does not record or transcribe calls. We decide disputes using our call-tracking records (arrival time, ring and answer status, connected duration, and disconnect data) and what you submit. You may submit your own lawfully made recording to support a dispute.
Is there a monthly fee?
No. It's prepaid with a $500 first order and $250 recharges.
What happens when a dispute is approved?
The call is credited back to your balance.
What isn't a valid dispute?
A caller who didn't buy. We charge for billable calls, not outcomes.