In the B2B sector, sending an invoice does not yet mean that its payment has begun.
The email may be received by a manager, project manager, or procurement specialist. Then the invoice is forwarded to accounting, added to the payment list, and waits for the next payment cycle.
The problem is not necessarily that the client doesn't want to pay. Often, the path from receiving the invoice to payment is long and depends on the actions of several people. Customer self-service can shorten this path.
An invoice should not be just a PDF document
In the standard process, the client receives an email with an attached invoice. Everything then depends on whether the recipient notices it, forwards it to the right person, and provides all the necessary information.
In self-service, an invoice becomes not just a document, but part of a managed process.
A logged-in user can see:
all unpaid invoices
payment terms
related orders or contracts
amount payable
account status
previous payments
clear next action
If a payment can be initiated directly from self-service, there's no need to manually copy the recipient, amount, payment purpose, or account number.
The fewer steps remain between receiving an invoice and paying it, the lower the likelihood it will be postponed for later.
Such a process can noticeably accelerate payment
According to various studies and digital accounting platform data, electronic invoice submission can reduce their processing time by up to 40 percent.
When the ability to proceed directly to payment is provided, in some cases invoices are paid up to two times faster.
This doesn't mean that a payment button alone solves all B2B payment delays. The result depends on the agreed term, the client's internal process, and who in the company has the right to approve or execute the payment.
However, a clearly visible invoice, prepared payment data, automatic reminders, and the ability to take immediate action eliminate some unnecessary waiting.
Payment is often made by a different person than the one who receives the invoice
In a B2B environment, a "Pay" button alone is not enough.
The invoice may be received by a person who doesn't have the authority to make the payment. Therefore, self-service should help not only to pay, but also to pass the document to the next process.
Depending on the company's workflow, it is possible to provide the ability to:
assign an invoice to a responsible colleague
submit it for approval
mark that the invoice has been checked
see who is currently responsible
add a missing purchase order number
submit a question regarding a discrepancy
receive a reminder about an approaching deadline
This way, self-service does not bypass the client's accounting department. It helps the invoice reach it faster and reduces the likelihood that the document will get lost among emails.
The client should clearly see whether the payment has already been recorded
Self-service can be integrated with the invoicing company's accounting or ERP system so that the client can see the current invoice status.
For example:
unpaid
payment deadline approaching
overdue
payment received
partially paid
This helps avoid situations where the client has already made a transfer but still receives reminders or doesn't know if the payment has been credited.
On your side, the status can be updated automatically based on the received payment, and in the self-service portal, the client always sees the latest information.
This reduces unnecessary emails, phone calls, and manual verification for both the client and the team managing the invoice.
A payment button in an email is convenient, but it also has risks
The ability to proceed to payment directly from the email is convenient and further shortens the process.
The client doesn't need to search for the invoice separately in the self-service portal or manually enter payment information.
However, such a solution also has a security aspect. Fraudsters can imitate emails sent by the company, copy their design, and change the payment link or recipient details.
This doesn't mean you should abandon the payment button in the email.
It's important that:
emails are sent from a clearly recognizable domain
the link leads to a trusted company or payment partner environment
the customer can check the same invoice and its status in self-service
bank account changes are not transmitted solely via email
the payment is finally confirmed in the banking environment
The most convenient solution may be a payment option in both the email and self-service, leaving the customer to choose their preferred path.
Goal – eliminate unnecessary waiting
Self-service should not be used to pressure the customer to pay earlier than agreed.
Its purpose is to eliminate unnecessary time between receiving the invoice, internal approval, and actual payment.
A well-implemented solution can:
clearly show unpaid invoices
provide all information needed for payment
help pass the document to the responsible person
automate reminders
provide a convenient path to payment
show current payment status
reduce manual invoice administration
B2B invoices are delayed not only due to lack of funds. They wait for forwarding, approval, missing information, or the next scheduled payment cycle.
Customer self-service doesn't solve this process with one button. However, it can make it shorter, clearer, and easier to control for both parties.