Why does my invoice say "underpaid order"?

  • Updated

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, allowing you to use this credit for future transactions without worrying about additional fees.
  • 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.