What's happening
"I won but never got an invoice" is one of the most common bidder calls — and most of the time, the invoice simply hasn't been generated or emailed yet. Understanding what the bidder sees (and when) lets you answer in one sentence instead of a support ticket.
What your bidder sees when they win
At auction close, winning bidders can typically see the lots they won from their HiBid account, but the invoice arrives when you generate and send it — not automatically the moment the auction ends.
The invoice comes from you. Your invoice email is what tells them the total (hammer price, buyer's premium, tax, any fees) and how to pay per your terms.
Payment happens per your terms. Some auctioneers charge the card on file, others take payment at pickup, by phone, or via a payment link. Whatever your terms say at registration is what the bidder expects.
Charges appear under your name or your payment processor on their card statement — never as "HiBid." If a bidder disputes an unfamiliar charge, that's the first thing to explain.
What to check when a bidder says they got no invoice
Have you actually run your post-auction process? Downloading results, generating invoices, and emailing them are your steps — if invoicing hasn't been run yet, no bidder has an invoice.
Was the invoice emailed to the right address? Check the email on the bidder's record for typos and for Apple relay addresses (@privaterelay.appleid.com), which frequently block delivery.
Ask them to check spam/junk and search for your company name.
Resend the invoice from your software once you've confirmed the address — that resolves the majority of these calls.
What to tell your bidder
Invoices are sent by the auction company after the auction closes and results are processed — give them your expected timing (e.g., "invoices go out the morning after close").
Confirm the email address you have for them, and tell them what name the charge will appear under on their statement.
Remind them of your payment deadline and pickup/shipping process so the invoice isn't a surprise.
When to contact support — and what we check
Contact us if you've generated and emailed invoices and specific bidders still aren't receiving them — repeated non-delivery to particular addresses usually means a bounce or suppression we can check and clear on our end (see When Your Bidder Didn't Receive an Invite or HiBid Email). Send the bidder email addresses and the auction number.