Your invoice might display "Underpaid Order" if the total amount due was not fully paid. Here are some reasons why this might occur:
- Incorrect amount sent: Double-check the amount you transferred from your wallet. It should match the amount indicated on the invoice
- Fees from third-party services: If you used a centralized exchange, custodial wallet, or other third-party platform, like a bridge, these services usually deduct fees from the amount sent. As a result, the payment received is less than the total invoice amount.
How to resolve an underpaid order:
- Complete the payment: Send the remaining balance to fulfill the total invoice amount.
- Request a refund: If you prefer not to complete the payment, you can request a refund for the amount you've already paid. Please follow the refund instructions provided on your invoice.
Preventing future underpayments:
- Pre-pay your balance: Consider topping up your Bitrefill balance in advance. This allows you to use this credit for future transactions without worrying about additional fees. You can learn about that here.
- Use a non-custodial wallet: Opt for a wallet where you control the private keys. This method usually involves only the standard network fees and eliminates extra charges from third parties.
If issues persist:
If you've confirmed the transaction reflects the correct amount sent and are still experiencing issues, please contact our Customer Service. Provide the following details:
- Invoice ID (in plain text)
- Address where you sent the funds (in plain text)
- Cryptocurrency, network, and amount used for the payment
This information will help us assist you more efficiently.