General
How do I find my invoices?
You can find your invoices by clicking your profile in the top-right, and then going to Settings -> Billing
I have not received my invoice, what do I do?
Your invoices will always be available in Sello, if you did not receive an invoice for this month the first step is to log in to Sello and go to Settings -> Billing
Once you have found the invoice and paid it, the second step is to determine why you did not receive it. The invoices are always automatically sent at the start of the month to your billing email, make sure that the billing email in Sello is the correct one, and always check your junk/spam folders.
I accidentally used an incorrect amount in my payment
If you accidentally pay too much on an invoice, pay the same invoice twice, or pay in a currency different from the invoice, you will always need to contact our support. All of these payments need to be matched manually by Sello, and any potential refunds need to be handled manually as well.
When you create the ticket with us, you will need to include the below information:
- Invoice number
- The account you have paid to
- Amount paid, and what currency
- Date paid
- Your own bank details and VAT number, if you are requesting a refund
- Any additional information on what has gone wrong with the payment, the more information you include the fewer follow-up questions we need to ask
I just closed my Sello account, why am I receiving an invoice?
Sello bills you retroactively, meaning we will send you an invoice for the January sales in February, and so on.
This means that if you received orders after your current invoice had already been finalized and sent, and then asked to have your account closed, an invoice would be sent the next month.
How do I change my invoice address?
Which email Sello will use when sending invoices can be found by clicking your profile in the top-right, and then going to Settings -> Account.
Which payment methods can I use?
Sello offers payment via credit card and invoice.
My Sello account is closed because of missing payment, what do I do?
If you still have invoices that are either partially or completely unpaid, you will find them by logging into your Sello account and you can schedule payment.
If none of your invoices are unpaid, you need to contact support@sello.io and we will open the account for you once we have verified that all invoices are paid.
Where can I find details on how much commission I have been charged?
In each invoice, you will find a link leading to an .xlsx file containing detailed information on which orders you have been charged commission for, how much was deducted, which rate that was used, and much more.
Invoice
I used the wrong OCR / IBAN / BG-PG number, what should I do?
If you used incorrect payment details when making the payment we will not receive it, and you will need to pay the invoice again with our correct information.
I pay Sello by invoice, when am I expected to pay?
By default, you will have 10 days before your invoice is considered past due, and failure to provide payment within that timeframe will result in a late payment fee.
I have paid my invoice but Sello still says that the payment is missing, why?
There are a couple of possible reasons behind this:
- You are paying from outside Sweden, which usually means payment takes longer.
In this case, contact us and we will manually look for verification that your payment was made. - You have now paid the entire amount on your invoice. The most common case here is forgetting the late payment fee - Opening your invoice and looking in the Att betala -section (To pay)
Sello says they are missing a payment from me, how do I find the invoice?
You find the invoice by logging in to your Sello account and clicking on your profile picture in the top right, then Billing.
Can I receive invoices as PDFs?
All invoices will be sent as PDFs to your invoice e-mail. If you have card payment you will instead receive a payment link, and can download the invoice as a PDF via the link.
How do I add my VAT number?
If your business is based outside of Sweden, Sello will need your VAT number for the VAT rate on the invoice to be correct.
If no VAT number has been given to Sello, Swedish VAT will be used on the invoice.
Am I able to pay with a card if I have invoice as payment method?
If you have invoice as your payment method you will not be able to pay the invoice with a card.
Card
How do I update my card details?
You can update your card details by clicking your profile in the top-right, and then going to Settings -> Billing, and then clicking: Add card
Sello says they are missing a payment, but funds haven't been withdrawn from my card?
If your card has insufficient funds at the time we try to charge it, another withdrawal will be attempted every other day.
A total of three retries will be attempted until your account is closed, after that, you will have to contact us at which point we can try the payment again manually.
When will Sello deduct funds from my credit card?
Sello will deduct funds from your card on the day of the invoice, which is on the first of every month. If the first charge failed, we will try again the next day.
Am I able to pay with a bank transfer if I have card as payment method?
If you have card as your payment method you will not be able to pay the invoice with a bank transfer. If the invoice is paid with a bank transfer instead, you will need to contact us as we will need to manually match the payment. This means there will be a risk of you receiving late payment fees as the invoice is not automatically matched to the payment.