Who is this article for?
Owners, managers, accountants, cashiers, and support-facing team members investigating invoice-related problems.
Reviewed by: Selio Support Team
Last updated: May 13, 2026
Summary
Troubleshoot invoice issues by checking the source order or transaction, billing identity, invoice status, invoice number, and PDF/download availability before deciding whether the problem is operational, billing-data related, or a document generation issue.
Before you begin
- Identify the exact symptom first: missing invoice action, blocked billing validation, wrong details, missing document, or unavailable PDF.
- Confirm whether the problem belongs to invoice creation, billing data, payment/source transaction, document visibility, or invoice review.
- Make sure you are working with the correct order, transaction, invoice number, invoice status, and source document reference.
- For company billing, review the tax ID, company status, billing country, VAT handling, and ANAF or VIES validation result where applicable.
- Use live Selio data instead of assumptions from memory, screenshots, or paper notes.
Steps
- Open the invoice-related flow in Selio.
- Find the affected invoice, order, or transaction.
- Compare the invoice number, status, amount, and source reference against the original order or transaction.
- Recheck billing recipient, address, company name, tax ID, billing country, and VAT treatment carefully.
- Confirm whether the invoice is issued, paid, credited, failed, or still waiting for a downloadable PDF.
- Correct the visible issue only if your role and workflow allow it and the document state still permits correction.
- Escalate internally or to Selio Support if the issue continues after source, status, and billing-data verification.
Troubleshooting
- Invoice cannot be found: Recheck the order, transaction, and invoice path before assuming it was never created.
- Billing details look wrong: Review the original billing input, ANAF or VIES validation result, billing country, and invoice generation step.
- The team is unsure whether the issue is payment-related or invoice-related: Separate the billing document question from the payment question first.
- The PDF cannot be downloaded: Check the invoice status first; downloadable documents depend on the document being available in an issued, paid, or credited state.
- Staff answers invoice disputes without opening the real document: Make invoice review mandatory before giving a final answer.
- The same invoice problem repeats across shifts: Standardize who creates invoices, who checks billing details, and when the document is reviewed.
