Where the amounts come from
Operational penalties are listed in ANEXA NR. 2 of your merchant contract. The amounts below are the platform defaults, in MDL; where your own contract sets different ones, those are what is charged. Every penalty is a debit on your merchant balance and appears in Transactions together with the order that caused it.
The penalties and what triggers them
| Penalty | Default | Charged when |
|---|---|---|
| Expired order | 200 MDL | You never confirmed the order. Past the deadline it is cancelled, the customer is refunded in full and the penalty is charged. |
| Refused order | 100 MDL | You pressed Refuse Order. |
| Missed on-order promise | 200 MDL | An on-order order you confirmed is still not shipped five days after the date the customer was promised. |
| Missing fiscal receipt | 100 MDL | Fifteen days after delivery with no bon fiscal uploaded. The sale stands; only the penalty is charged. |
| Missing invoice | 100 MDL and the sale | Fifteen days after delivery with no invoice: the customer is refunded in full, the commission is still charged, and the penalty is added on top. |
| Partial confirmation | 0 MDL | The annex has no row for it, so nothing is charged unless your own contract sets an amount. The customer is refunded the difference. |
1. Confirm every order inside the window
The deadline is the end of the next working day after the payment goes through, or after the anti-fraud check clears when one is required. Weekends and public holidays do not count, and some contracts have a longer window. A reminder reaches you about six hours before the deadline - if those arrive often, you are using the window to its last minute. Orders waiting on you are in Orders → Confirmation required.
2. If you cannot serve an order, refuse it early
Refusing costs 100 MDL; letting it expire costs 200 MDL and the order is cancelled anyway. Refusing the same day also returns the customer's money days sooner, which is what keeps them buying from you.
3. Keep your stock honest
Nearly every penalty starts as stock that was not really there. Update availability the moment it changes, and zero what you cannot supply: How to update availability and What if a product is no longer available?
4. Use auto-confirm only if your stock is accurate
Settings → Confirm Order can confirm orders for you after 0 to 24 hours, counted only inside your opening hours, and it never touches on-order products. It protects you from expired orders - but confirming an order calls the courier, and a parcel that is not ready when they arrive puts you in breach anyway. Switch it on only when your stock and your opening hours are genuinely up to date.
5. Ship on-order goods before the promised date
Confirming an on-order order gives the customer a delivery date, and IVO holds you to it:
- Reminders reach you ten days and three days before the date.
- If the date passes with nothing shipped, the customer is told and gets a five-day grace window.
- If it is still not shipped when that runs out, the order is cancelled, the customer refunded and the 200 MDL expired-order penalty charged.
If you need more time, ask for it from the order page before the date passes: up to seven extra days, once per order, and the customer is notified of the new date.
6. Upload the fiscal document in the first days after delivery
Reminders start five days after delivery and the deadline is fifteen. A missing invoice is the most expensive line on the list, because the entire sale is refunded on top of the penalty. Orders → Missing invoice shows exactly which deliveries still owe a document.
Check what you were charged
Filter Transactions by type Penalty. Each line names the order, so it can be traced back. If you believe a penalty was applied wrongly - the customer had already cancelled, the courier never came - open a support request with the order code and we will check it.