> ## Documentation Index
> Fetch the complete documentation index at: https://docs.waffo.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# Billing Questions

> Understanding charges on your statement

## Why "Waffo Pancake" on My Statement?

Waffo Pancake is a **Merchant of Record**. We process payments for many businesses.

When you buy from a business using us, you may see:

* "WAFFO" or "WAFFO PANCAKE" on your bank statement
* Our name on invoices

**This is normal.** We process payments on behalf of the business you purchased from.

***

## Invoices

Invoices are automatically included in your order confirmation email after each purchase.

### View or Download Invoice

<Steps>
  <Step title="Consumer Portal">
    Log in to the [Consumer Portal](https://pancake.waffo.ai/consumer/portal/login), open the order in **Payment History**, and click **View Invoice**.

    <Frame>
      <img src="https://mintcdn.com/waffo/T2o-9IfHowuXiiQ9/images/customer-portal-invoice.png?fit=max&auto=format&n=T2o-9IfHowuXiiQ9&q=85&s=0e03445938bb6279e12779cc1f501ea9" alt="View Invoice in Consumer Portal" width="2000" height="1140" data-path="images/customer-portal-invoice.png" />
    </Frame>
  </Step>

  <Step title="Order Email">
    Check the order confirmation email sent to your inbox. The invoice is attached or linked.
  </Step>

  <Step title="Contact Business">
    You can also request an invoice directly from the business.
  </Step>
</Steps>

### Update Invoice Details

Need to add or change billing information on your invoice? Click **Edit Details** on the invoice page, fill in your company name, Tax ID, and other details, then save.

<Frame>
  <img src="https://mintcdn.com/waffo/T2o-9IfHowuXiiQ9/images/customer-portal-edit-invoice.png?fit=max&auto=format&n=T2o-9IfHowuXiiQ9&q=85&s=1a2a16f43a4113d3746c3f28e9a40807" alt="Edit Invoice Details" width="2000" height="1140" data-path="images/customer-portal-edit-invoice.png" />
</Frame>

### Can't Download?

If you're unable to download your invoice:

* Email us at `support@waffo.ai` with your order details
* Or click **Report Issue** in the [Consumer Portal](https://pancake.waffo.ai/consumer/portal/login)

***

## Refunds

If there was a problem with an item you purchased, please first try contacting the original merchant. You can find the merchant's contact email at the bottom of your receipt email.

If the issue persists and you can't resolve it with the seller, you can submit a refund request through the [Consumer Portal](https://pancake.waffo.ai/consumer/portal/login).

### How to Request

In the Consumer Portal, find the order in **Payment History**, click **Report Issue**, select a category, describe the issue, and submit.

<Frame>
  <img src="https://mintcdn.com/waffo/SxqgCDstcQGlxHc_/images/consumer-portal-report-issue.png?fit=max&auto=format&n=SxqgCDstcQGlxHc_&q=85&s=1b3a8a4c991a39f9454098ed45e52f30" alt="Request refund via Report Issue" width="3024" height="1810" data-path="images/consumer-portal-report-issue.png" />
</Frame>

### Refund Policy

* Refund requests must be submitted within **120 days** of product delivery
* Refunds may be approved in the following cases:

| Condition                | Description                                                 |
| ------------------------ | ----------------------------------------------------------- |
| Defective product        | Product is defective or does not function as described      |
| Unauthorized transaction | Transaction was unauthorized or made in genuine error       |
| Technical issues         | Unable to access product due to technical issues on our end |
| Legal requirement        | Other situations required by law                            |

* Once approved, refunds are returned to your original payment method within **14 business days**
* Once you begin downloading or using digital content, the 14-day cancellation period is waived
* Unused subscription periods are not refundable

<Tip>
  Refunds appear as separate credit, not reversal of original charge.
</Tip>

If you disagree with a refund decision, email `support@waffo.ai` to appeal.