Frequently Asked Questions: Billing, Orders & Account Admin
Find clear answers on Selecta billing, orders and account administration. Learn how invoices work, how to order products, update account details, manage refunds and get finance support.
These FAQs are designed to support customers who manage billing, ordering and account administration. They cover common questions about invoices, payments, refunds, product orders and updating account details.
INVOICES AND BILLING
Invoices are issued according to your agreement and sent to the billing contact registered on your account. Providing we have an up-to-date email address in our system all invoices will be email directly in PDF format. If you need to update billing details, our finance team can help.
For invoice queries, including charges, credits or statements, contact our finance team using the details provided on your invoice or email Credit Control.
Yes. Electronic invoicing is available and helps speed up processing and reduce paperwork. Providing we have an up-to-date email address in our system all invoices will be email directly in PDF format. If you need to update billing details, our finance team can help.
Invoice frequency depends on your contract and service model. This will be confirmed during onboarding and detailed in your agreement.
Payment methods depend on your agreement and may include direct debit or invoice-based payment. You may also have a separate lease agreement with one of our finance providers. Details are outlined in your contract documentation.
Refunds
If you were using one of our machines and a product wasn’t dispensed but a charge was made, submit a refund request using the QR code on the machine or via the support form. Each request is reviewed and validated before a refund is processed. Please ensure you have the date and approximate time of the transaction, and the Machine ID Number if possible.
If you are waiting for a machine order or please speak to your Account Manager.
If you are waiting for a wholesale order, speak to your Wholesale Account Manager.
If you think you’ve been charged incorrectly for something in our machines, report the issue via the QR code on the machine or contact support. Once validated, any applicable refund will be processed.
If you are a customer and think that your invoice is incorrect, please speak to your Account Manager.
Refund times vary depending on the payment method used. Once approved, refunds are typically processed within seven to ten working days. Please note refunds are paid through our third-party payment provider and not by Selecta directly.
Ordering products and services
Depending on your agreement, products may be ordered automatically for fully-managed solutions. Alternatively some customers may be on a wholesale model. Wholesale orders, including cleaning products, can be placed via email to customerserviceireland@selecta.com or call us on +353 831 561 786
Ordering options will be confirmed during on-boarding.
Product ranges can be reviewed and adjusted over time based on usage, preferences and availability. Speak with your Account Manager to discuss changes.
For customers placing orders directly, lead times will be confirmed based on product type and delivery schedules. Machine lead times can vary from 2-12 weeks. Our fully managed service uses monitoring to plan restocking proactively.
Wholesale orders are normally dispatched within 1 working day and are delivered within 2-4 working days.
Account Details and Administration
To update site information or access details, contact your Account Manager.
To update billing contacts contact Credit Control.
Yes. Accounts can be updated to reflect changes such as adding new sites or closing existing locations, subject to your contract. Your account manager will guide you through the process.
Yes. Multiple contacts can be added for billing, service or operational communication to ensure the right people receive the right information. We can also link multiple sites to one payer account.
Please note that we can only send invoices to one single email address..
Contract details are provided during onboarding and available from your Account Manager if you need a copy or clarification.
Yes. If you need documentation such as insurance certificates, compliance documents or risk assessments contact your Account Manager.
If your requirements change, such as workforce size, operating hours or site layout, we’ll review your setup and adjust the solution where needed. This flexibility is part of our long-term service approach.
Getting Further Help
For any account-related questions, your first point of contact is your Account Manager. For specific invoice or queries contact Credit Control quoting the details on your invoice.