If they are a newish buyer they may think they are going to receive a different page that looks like an office invoice.
Tell them when they select purchase history then select pay now, the invoice appears.
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@digital*ghost wrote:They might not be looking in the right place, but at the end of the day the eBay invoice isn't essential to be able to pay for a purchase, especially if it's just one item, as the only time an invoice is truly 100% necessary is when the postage needs to be adjusted.
When an invoice is sent, the order details on the buyer's My eBay automatically updates, and they can hit 'Pay Now' from there.
If there are multiple items in the order, with combined postage etc, and the buyer is using a mobile app, it gets a little more complicated (buyer will need to switch from the app to a web browser version of eBay, then go to the 'Classic site' version).
I had a buyer last week who said she hadn't received the manual invoice, and that is exactly the reason why. She said as soon as she looked on her desktop, all was OK and she was able to pay.
It happens so often, whenever a buyer is having problems, the first thing I ask is if they are using a mobile & then I ask if they can possibly use a lap or desktop 
@mbselections00 wrote:
@digital*ghost wrote:They might not be looking in the right place, but at the end of the day the eBay invoice isn't essential to be able to pay for a purchase, especially if it's just one item, as the only time an invoice is truly 100% necessary is when the postage needs to be adjusted.
When an invoice is sent, the order details on the buyer's My eBay automatically updates, and they can hit 'Pay Now' from there.
If there are multiple items in the order, with combined postage etc, and the buyer is using a mobile app, it gets a little more complicated (buyer will need to switch from the app to a web browser version of eBay, then go to the 'Classic site' version).
I had a buyer last week who said she hadn't received the manual invoice, and that is exactly the reason why. She said as soon as she looked on her desktop, all was OK and she was able to pay.
It happens so often, whenever a buyer is having problems, the first thing I ask is if they are using a mobile & then I ask if they can possibly use a lap or desktop
If they don't have a computer, you can direct them to the full site on their device. They need to get out of the app and open a browser on their device (my android has "internet", which I think is IE, and Chrome). Open up eBay AU, which will open the mobile version. They then need to scroll down the bottom and hit the "classic site" link (which is what DG said). If they've not used that before, best to warn them that it can be tricky on a phone because there is a lot of page expanding required as the classic site is not mobile friendly.
You may also need to direct them to what they need to click on. E.G click on the bell at the top right of the screen and then select purchase history from the dropdown menu, then when that opens, hit the big pay now button. Some people have never used eBay apart from the app, so sometimes need a little guidance. I had one buyer that no matter what instructions I gave him, he still couldn't get to the purchase history! I asked him to send a screenshot, and the screenshot he sent was of the app. Normally when I give instructions I go overboard, but he just didn't get that he needed to open a browser, NOT the app. I don't think English was his first language.
Like you, if someone is having issues, that is my first question too "are you using the app". More often than not, answer "yes". I really wish they'd make the app more user friendly because more and more people are doing away with computers.
