Purchased CI minutes are not associated with customer's group
Check to see if the minutes are associated with the user's personal namespace and verify if the customer consumed the purchased CI minutes associated with their personal namespace
If no, inform the customer that they've selected their personal namespace instead of their group by mistake(while purchasing the CI minutes) and pass the ticket to the billing team to process the refund so that the customer can repurchase the CI minutes for their group.
If yes, they're not eligible for a refund - inform the customer that they're already using the purchased CI minutes pack and redirect the customer to purchase a new CI minutes pack corresponding to their group.
GitLab.com group is not visible during the purchase
While purchasing the CI minutes, the billing page shows a drop-down menu to choose the accurate namespace with which the CI minutes should be associated. In case if the user is unable to view and choose the desired group during the purchase, most probably the user is not an owner of that group - reply to the user stating that they need to either get their permissions updated(to owner) to be able to choose the group on the billing page (or) an existing owner of the group can purchase the CI minutes using their customer portal account.
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