Invoice discrepancies casn b caused by currency fluctuations, timing differences between proforma and final invoices, or regional tax requirements. This guide explains common discrepancies and how to resolve them.
What are common invoice errors?
Incorrect stone or data: If the NIV reference number, carat weight, or certification number on your invoice does not match the stone you ordered, do not pay the invoice. Contact us immediately with your order and invoice numbers.
Price discrepancies: Small differences between your proforma and final invoice can occur due to shipping fee adjustments or insurance. If the price differs significantly from what you saw at checkout, it may be due to an unapplied discount or a currency conversion timing difference. Contact us with a screenshot of the checkout price.
Incorrect VAT or tax amount: VAT treatment depends on your account registration and country. If you are a VAT-registered business that should receive a zero-rated invoice but you are being charged tax, provide us us with your VAT registration number so we can reissue the invoice.
Unexpected Fees (ECF): If you see an "Extended Credit Fee" (ECF), this is a daily charge of 0.2% applied when prior invoices were paid past their due date. If you believe this was applied in error, contact us to review your payment history.
Why does my final invoice look different than my proforma?
Differences between your proforma and final invoice are uncommon but can occur. Your proforma invoice is a price estimate used to initiate upfront payment. The final tax invoice is the binding amount generated only after the order clears quality control and is dispatched. Rare differences can occur due to final shipping costs or import duty allocations. If you are not sure why you received a proforma invoice, see; Why did I receive a Proforma invoice?
Why did I receive multiple invoices for one order?
Invoices are generated when goods dispatch, not at checkout. Because we source from suppliers globally, stones often ship from different hubs at different times. Each unique dispatch event generates its own invoice to ensure your stones reach you as fast as possible. For more, see; Why did I receive multiple invoices for one checkout?
What should I do if an invoice hasn't been generated?
Tax invoices are only visible once an order clears QC and is dispatched. If your order status is "confirmed" or "in transit" the invoice will not be available yet. If the status is "shipped" but no invoice appears after 24 hours, contact us.