What happens when an invoice payment fails
If Stripe can't charge your card for an OrderKrab invoice, nothing stops at once: you get 14 days to pay, with a reminder on every page. If the invoice is still unpaid after that, fulfillment pauses until it is paid - orders keep syncing in the meantime, and work resumes the moment the payment goes through.
- 1
The charge fails. Stripe emails you about the failed payment, and an amber card appears at the top of every page in OrderKrab: Invoice {number} could not be charged, with the amount due and the date to pay by - 14 days after the failed charge.
- 2
Pay the invoice. Click Pay invoice. The invoice opens on Stripe's secure page, where you can pay it with any card - and the card you pay with is used for the following months too.
- 3
Or update the card. Update card opens Settings → Plan & billing, where you replace the card on file for the coming months. To settle the failed invoice straight away, still use Pay invoice.
- 4
Three days before the pause, a reminder email goes to your billing email and your organization email with the amount, the pause date and a link to pay.
- 5
After 14 days, fulfillment pauses. Every page shows Fulfillment is paused instead, with the invoice number, the amount due and the date the charge failed. Click Pay invoice there, or Invoices to see all your invoices.
- 6
Pay to resume. Fulfillment resumes as soon as the invoice is paid - the paused screen checks by itself and refreshes within a minute.
Good to know
- What pauses: packing in Pick and Pack, Pick Slips, Set as Fulfilled, and every label action - generating, downloading, printing and recreating labels. A packer already in Pick and Pack sees Fulfillment is paused and is asked to have the account owner pay the invoice.
- What keeps working: orders keep syncing from your store, and you can still view orders, handle returns and manage inventory. The Invoices page stays open.
- You can't start a new subscription while an invoice is unpaid - pay it first.
- The paused screen has its own language switch, so anyone on the team can read it in their language.
- If a warehouse fulfills your orders, its unpaid OrderKrab invoice pauses your fulfillment too. You see {warehouse} has an unpaid OrderKrab invoice and the date fulfillment pauses - contact the warehouse to settle it; you never see their invoice.
- This is different from running out of free fulfillments on the FREE plan, which asks you to choose a plan - see free fulfillments and what happens when they run out.