Partial, late payment and other problems
Most payment problems are resolved quickly: pay the difference, ask to apply the payment to a new order, or write to support. Find your situation in the table below — a detailed walkthrough of each follows.
| Situation | Solution |
|---|---|
| You paid less than the invoice amount | Pay the difference using the same method — the order will close automatically |
| You paid after the deadline | Apply the payment to a new order, or write to support with the payment order |
| "Payment deadline expired" email, even though you paid | Compare the invoice number in the email with the paid one — it's often a different invoice |
| The payment deadline falls on a weekend | Fast payment methods (SBP B2B), a promised paymentPromised payment Confirms your order before you actually pay: you promise to pay the invoice, and the supplier starts fulfilling the order right away. For details, see Promised payment. →, or the guarantee fund |
| The invoice is paid but there's no order | Write to support and the supplier — the payment is usually just on its way |
You paid less than the invoice amount
A partial payment notification arrives when the payment amount is less than the invoice amount. What to do:
- Pay the difference — the exact amount is stated in the notification.
- Use the same payment method as for the main payment.
As soon as the missing amount arrives, the order automatically becomes fully paid.
You paid after the deadline
There are two options:
- Applying the payment to a new order. Place a new order with the same items and amount and choose the same payment method. Invoicebox specialists will apply the payment you already sent to the new order.
- Contacting support. Write to the online chat on the website or to
c-support@invoicebox.ruand attach the payment order. We will check the operation and contact the supplier.
If the order was cancelled even though you paid on time, tell support. We will try to restore the order or arrange a refund.
You received a payment deadline expiry notification
This is an automatic system message, and it does not always mean a problem. Sometimes several invoices are generated for a single order and only one is paid — the system marks the others as overdue.
- Compare the invoice number in the email with the number of the paid invoice.
- If the numbers do not match, you can ignore the email.
- If they match, check the order status directly with the seller.
The payment deadline falls on a weekend
Banks may not manage to process the payment on weekends or holidays, and the invoice will be cancelled. Your options:
- use fast payment methods: B2B payments via the Faster Payments System (СБП), online banking (SberBusiness, Alfa-Business, T-Business);
- confirm the order via a promised payment — get up to 4 days to pay the invoice;
- pay from the guarantee fund — a deferral of up to 30 days.
Extending the payment deadline is available on the payment page or in your Invoicebox account.
Note
The maximum amount of a single payment via a self-service terminal is 15,000 rubles: this payment method does not involve identity verification. An invoice for a larger amount can be paid in several payments via the terminal or in full at a bank branch.
The invoice is paid but the order has not been received
- Write to Invoicebox support — in the online chat on the website or to
c-support@invoicebox.ru. We will check the payment status and advise you on the next steps. - Contact the supplier and ask about the reason for the delay: the payment may not have reached the seller yet, or there may be technical difficulties.
Such situations are usually resolved quickly.