General Information
Payments are processed automatically. Depending on the payment method chosen, processing times may vary.
PayPal and credit card: Payments are usually processed immediately, and the invoice is marked as paid directly.
Bank transfer: There may be a delay, as payments must first be received by us and then automatically allocated.
Generally, bank transfers take 2-3 business days to fully process and for the invoice to appear as paid in the system.
Possible reasons for an outstanding invoice
1) Payment is still being processed
Especially with bank transfers, it can take some time for the payment to be correctly allocated. In this case, please wait the usual 2-3 business days.
Please note: Public holidays may cause additional processing delays.
2) Amount not transferred in full
If an invoice has not been paid in full, it will remain marked as outstanding in the system.
In this case, the designated invoice recipients will receive a corresponding notification via email.
3) Delay with credit card payment provider
In rare cases, technical delays may occur with our payment provider when processing credit card payments. In these cases, we will manually process the payments.
We ask for your patience – the payment is usually correctly processed within 24 hours.
Tip: You can view the current invoice status at any time in the customer area: Where can I view my invoices?
4) Chargeback for SEPA payments
If you use SEPA direct debit, it is possible that a payment that has already been made or collected may be reversed by your bank (chargeback).
In this case, the invoice will again be displayed as outstanding in the system.
The chargeback is usually also visible on your bank statement.
You can find more information in the article: What is a chargeback and what costs are associated with it?
What can I do?
If your invoice is still showing as outstanding after the usual processing time, we recommend the following:
Check that the correct amount has been transferred.
Check your account for a possible chargeback.
If in doubt, contact our accounting department at [email protected] with proof of payment.