Frequently asked questions about invoicing

I. I've received an email from support-en@support.gandi.net with the subject “[GANDI] Reminder of pending order(s)”. What does this mean?

If you receive this type of email, it means that there is an unpaid order on your account. To locate it, go to the Billing section and check the “Orders” page for each of your organizations. The unpaid order in question will be marked as "Unpaid" in orange. By clicking on the order in question, you can either proceed to payment, or cancel it on the next page.

II. Can you send me an invoice?

Although we never send “paper” invoices for confidentiality and security reasons, you can access a duplicate of your invoices at any time for orders you have placed via your account.
To do so, log in to your account and select the user or organization that paid for the order.
Then go to the “ Billing ‘ section, then the ’ Invoices ” tab and click on the desired invoice number.
You will only be able to view invoices from 2015 onwards via the GandiV5 interface. A button on the invoice will allow you to print it, on paper if you have a printer, or in a file (pdf) if your system allows it or if you have installed a “virtual” PDF printer.

III. How can I modify an invoice?

Invoices are issued with the information of the organization that paid for the order, so it is important to double-check the billing address used in step 1 (Owner & Billing) of the order process.
If you need to modify an invoice that has already been issued, please contact Gandi Support, as they can exceptionally re-issue an invoice upon request.

IV. How do I restart/complete payment for an order?

If you don't complete payment for an order (after having placed it in the shopping cart, or if you've chosen to print a pro forma invoice), the pro forma invoice is available via the “Billing” section, in the “Orders” tab of the organization from which the order was placed.

• You'll see it marked (in orange) as unpaid. Click on the order number to access its details.
• If no payment has been made, you'll see a “Proceed to payment” button which will redirect you to the next step of the payment process.
• If you had chosen “Prepaid Account”, you will need to return to the Overview part of the Billing section and “Credit your prepaid account” with the required amount. Once the prepaid account has been topped up, the system will restart the payment.
• If the payment method is “check” or “bank transfer”, you will see the information on where to send us your payment. Don't forget to write the order number on the back of the cheque, or to include it in the wording of the transfer, so that our accounting department can link your payment to your order.

If another payment method such credit card or Paypal has been chosen but not validated (due to a problem with the payment platform, for example), it will not be possible to restart the order. Cancel it by clicking on “Cancel order”, then place a new order.