- What's a Resolved Outcome Unit (ROU)?
- A conversation that clears five quality gates: at least 2 turns, confidence ℠0.6 on the last classifying turn, 24 hours without reopen, the 72-hour reopen window passed, and no CSAT †2 inside 7 days. Anything less, you don't pay.
- What happens if a customer reopens within 72 hours?
- We void the provisional outcome or issue a clawback credit against the billable. Stripe credit-notes flow automatically into the next invoice â no support ticket needed.
- What if CSAT comes back †2 inside 7 days?
- Same â auto-void or clawback. Your CFO can see every clawback in /dashboard/billing/clawbacks with the audit trail attached.
- Can I dispute a ROU I think shouldn't have billed?
- From /dashboard/billing/outcomes/[id] you raise a dispute with a written reason. We respond within 7 business days. Won disputes issue a full clawback credit.
- Do I get charged when the agent escalates to a human?
- No. Anger Ă 2 turns, explicit 'human please', or confidence < 0.6 on money-impacting intent excludes the conversation from the ROU pipeline entirely.
- Are voice conversations charged the same way?
- Yes â same 5 gates. A voice call that gets transferred within 30 seconds doesn't count. A multi-minute call that resolves is one ROU like any other channel.
- What about Bangladesh tenants â can I pay in BDT?
- Yes. SSLCommerz + bKash + Nagad ship day one. ROU prices are quoted in your tenant's billing currency, not converted on each invoice.
- What about model costs (Gemini / Claude / GPT tokens)?
- Included. We route across providers per intent + per-tenant flag. Token economics are our problem, not yours.
- What about the 100 free ROUs â is there a catch?
- No catch. The bet is that if Fahmix AI works for your first 100 conversations, you'll see the value at $0.80 and stay.