Invoicing / Payment / COD Remittance
Common questions about invoices, payments, and COD settlement issues
For a full reference on how billing works in Velocity, see the Billing & Payments guide and the COD Remittance guide. This page focuses on the most common issues sellers encounter.
Table of Contents
1. Invoice Issues
Q: My invoice amount seems higher than expected. What should I check?
A: The most common reasons for an unexpected invoice amount:
| Cause | Explanation |
|---|---|
| RTO charges | RTO charges appear in the invoice for the period when the RTO happened, not when the order was originally placed — a shipment placed in January that RTOs in February shows up in the February invoice |
| Weight discrepancy charges | If a carrier reported higher actual weight than what you declared, the difference is billed |
| VAS charges | WhatsApp message and AI call charges from automations are included in your invoice |
| Early COD fee | If you opted into Early COD, the fee appears in billing |
How to investigate:
- Go to Payments → Ledger for a line-by-line view of all debits and credits
- Each entry shows the charge type, amount, and associated shipment or order
- If a charge still seems incorrect after reviewing, contact support with the ledger entry reference
Q: I haven't received my invoice. When should invoices arrive?
A:
| Billing Cycle | Invoice Date |
|---|---|
| Monthly | 1st of each month |
| Fortnightly | 1st and 16th of each month |
Invoices are available in Payments → Invoices. You can download them as PDF. If your invoice date has passed and you can't find it, contact support.
Q: A shipment was picked up last month but I don't see it in that month's invoice. Why?
A: Shipments are invoiced only if they were picked up within the invoice cycle. If a shipment was placed before the cycle but picked up after the cycle closed, it will appear in the next invoice.
Q: I was charged for a shipment that I cancelled. Is that correct?
A:
| When Cancelled | Charge Applied? |
|---|---|
| Before carrier pickup | No charge |
| After carrier pickup / in transit | Forward shipping charge applies (carrier already collected it) |
| After RTO | RTO charge applies 72 hours after the RTO event |
If you believe a charge was applied incorrectly, contact support with the AWB number.
Q: Why does an RTO charge appear days after the shipment actually returned?
A: RTO charges are only invoiced 72 hours after the RTO event (when the carrier marks the shipment as returned). This buffer exists to account for cases where a carrier incorrectly marks a shipment as RTO — if the status is corrected within 72 hours, no charge is applied.
2. Payment / Wallet Issues
Q: I added money to my wallet but the balance hasn't updated. What should I do?
A: Expected update timelines:
| Payment Method | Expected Update |
|---|---|
| Online (Razorpay / Cashfree) | Instant — if not updated within 5 minutes, contact support |
| NEFT / Bank Transfer | 1–2 business days — share your UTR number with support to expedite |
| Credit Note | Instant — contact support if not reflecting |
If payment is confirmed by your bank but not reflected after the above timeline, email support@velocity.in with: payment screenshot, amount, date, and UTR/transaction reference.
Q: My online payment failed but money was deducted from my bank account.
A:
- Wait 30 minutes — most failed transactions are auto-refunded by the payment gateway
- Check your bank app for a pending refund
- If no refund after 3 business days, contact support with:
- Transaction ID (from the payment page or bank statement)
- Amount and date
- Bank account / UPI / card used
Q: An unexpected amount was deducted from my wallet. How do I investigate?
A:
- Go to Payments → Ledger for a line-by-line history of all wallet movements
- Common unexpected debits:
- Weight discrepancy — carrier reported higher actual weight than declared
- RTO charge — applied 72 hours after an RTO event, may appear days after the original delivery failed
- VAS charges — WhatsApp / AI call charges from Automations
- If a deduction still seems wrong, contact support with the ledger entry reference
3. COD Remittance Issues
Q: When will I receive my COD money?
A: COD remittance happens as per your settlement cycle — typically T+1 to T+7, where T is the date the shipment was delivered. The exact cycle depends on your account configuration.
To check your configuration:
- Go to Payments → COD Remittance
- Your settlement cycle (e.g., T+3, weekly on Monday/Wednesday/Friday) is shown at the top of the page
- The Next Cycle COD card shows the scheduled amount and expected settlement date
Q: My shipment was delivered but the COD amount isn't showing in my remittance dashboard.
A:
| Possible Cause | What to Do |
|---|---|
| Within settlement window | Wait for the T+X days to pass as per your configuration |
| Shipment not yet marked Delivered in the system | Check shipment status in Orders — carrier update may be delayed |
| External carrier (not integrated) | COD remittance is only available for Velocity-integrated carriers |
Q: My COD settlement amount is lower than expected. What could have been deducted?
A: Deductions are applied in this order:
- Shipping charges for delivered shipments
- Wallet balance recovery (if wallet went negative)
- Outstanding invoice settlement
- Buyer refunds (if any were approved)
- Early COD fee (if Early COD is enabled)
To see the exact breakdown:
- Go to Payments → COD Remittance
- Click on the settlement in question
- Download the Settlement Report (CSV) — it has shipment-level detail including all deductions
Q: My COD settlement failed and shows as "Failed" status.
A: Common causes:
- Bank account is not verified or inactive
- Bank details are incorrect
Fix: Go to Settings → Bank Accounts, verify your primary bank account is correct and marked as active/approved. If details need updating, contact support — bank account changes typically require verification.
Q: I haven't received a settlement notification.
A:
- Check your registered phone number is correct
- Verify WhatsApp notifications are enabled (if you use VAS)
- Check spam/promotional folders for email notifications
- You can always view settlements directly in Payments → COD Remittance
4. Shipping Blocked Due to Billing
Q: I have wallet balance but can't create shipments. Why?
A: Balance alone isn't always enough. Check these:
| Cause | How to Fix |
|---|---|
| Overdue invoice > Rs. 100 | Pay the outstanding invoice in Payments → Invoices |
| Credit limit exhausted (postpaid) | Make a payment to restore credit headroom |
| Account verification pending | Contact your KAM |
| COD offset balance insufficient | Wait for COD settlement or recharge wallet manually |
Q: How do I avoid shipments being blocked due to low balance?
A: Go to Settings → Notifications and configure a low-balance alert threshold. You'll receive an email/SMS when your wallet drops below that amount, giving you time to top up before shipping is disrupted.
Need Help?
- Email: support@velocity.in
- Live Chat: Click the chat icon in your Velocity Shipping dashboard
- Account Manager: For billing-specific queries and credit limit requests
For payment and billing issues, always include the invoice number, UTR/transaction reference, or settlement ID to help our team locate the record quickly.