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Invoice processed but no payment received.
Invoice processed but no payment received.

What you need to know if you haven't received a payout for an invoice that has been processed already.

Daniele avatar
Written by Daniele
Updated over a week ago

First off, check what the error actually is

Go to the balances dashboard and use the Check Invoice Tool to get the exact details about the invoice payout.

Once you've done that, you should be able to see all the info necessary.

If you get the error This invoice has been processed by the merchant manually when no payment was received and no transaction was provided, please continue reading this article.

The error in details

This error means that you have processed the invoice yourself when Sellix did not detect any incoming transaction or the transaction was sent when the Invoice status was already VOIDED.

My customer sent the transaction when the invoice was cancelled already... What am I supposed to do?

If this is the case, always provide the transaction id on the process modal, it is the only way to receive a payout and the only way for us to validate the amounts that have been sent to you.

If you receive an error when processing the invoice

  • The transaction has been used for another invoice already: {invoice Id}

  • Passing a TX for {Cryptocurrency} it currently is not supported, we're working on it

Processing invoices

In September 2022, we released a new feature which enables all merchants to manually process invoices, whatever state they might be in.

With this, stores can fully manage their orders without having to rely on our customer support staff.

No detection means no payout

However, as good as this feature might be, it is important to note that if Sellix does not detect an incoming payment, no payout will be sent to the merchant.

This is valid for every gateway.

For example, if a merchant processes an invoice that is in PENDING or VOIDED status but we have not detected any transaction for it, and if the merchant does not pass a valid TX ID when processing the order, no Payout will be sent.


The reason is very simple: we're not the US government; we can't print money.

If our system does not detect an incoming cryptocurrency transaction or a valid Stripe API call, we cannot generate the money for the processed invoice and pay out the merchant.

Then, what should I do?

If you're not completely certain that the invoice needs to be completed, and you're waiting for a payment from your customers, do not process the invoice manually, let Sellix detect the incoming transaction and automatically process the invoice for you.

When this happens, we will automatically send you a payout for the full amount received.

If you have already processed the invoice, unfortunately, there is not much we can do on our end as the product has been shipped to the customer already, please view this whole document in order to be sure of your future actions.

Where are the funds now?

Ethereum, Binance Coin, Tron, USDT, USDC

Unfortunately, in these cases, the funds are lost and a refund is not possible, the amount has probably been used already for another invoice of another merchant.

The transaction is completely lost and the invoice cannot be processed. If the merchant were to process it, he would not receive any payout for it.

Other cryptocurrencies

If the invoice was paid using another cryptocurrency, the transaction has been sent directly to the merchant's receiving address - meaning the amount is not lost, even if it could have been used for another invoice.

This means that it's now up to the merchant to process the order or not, at the same time the merchant should take into consideration the fact that he will receive the full amount, but another invoice might have been processed as well.

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