KSeF invoice customer support starts with simple but anxious questions: where is my invoice, why did I get a PDF with a QR code, did the document actually reach the system? In 2026 the Polish National e-Invoicing System (KSeF) is mandatory for most businesses in Poland, so these messages land in chat and the support inbox.
We assume that invoices are issued and sent to KSeF by accounting software or the finance team, while support talks to the customer. This guide applies to the Polish system in every language version and is not legal or tax advice: a company’s own obligations are decided by its accountant or adviser.
A KSeF invoice question: first find out what it is about
Most messages about KSeF are not questions about the law. The customer wants a document, a correction or reassurance that the invoice “went through”. Before you reply, place the message in one of a few groups, because each needs different information and a different person.
Scroll the table sideways to see all columns.
| Customer question | What to establish | Who answers |
|---|---|---|
| “I never got my invoice” | Order number, date and whether they bought as a business or a consumer | Support, after checking the sales system |
| “What is the KSeF number?” | The seller’s invoice number and issue date | Someone with access to the invoicing software |
| “The invoice has wrong details” | Which field is wrong and what it should say | Accounting, because a correction is an accounting document |
| “Why did I get a PDF with a QR code?” | Whether the buyer is a business, a consumer or a foreign entity | Support, using an approved reply |
| “Do I have to do anything in KSeF?” | That the question concerns the customer’s own obligations | The customer’s accountant, not your team |
The last row matters most. A question about the customer’s obligations sounds harmless, but answering it would be tax advice that a support team should not give. Accountancy and law firms have additional limits, covered in the guide to enquiries at law and accountancy firms.
What you can safely say about KSeF
In chat, use only information that your team has checked against an official source and recorded in one place. According to the KSeF service of the Polish Ministry of Finance, mandatory e-invoicing started on 1 February 2026 for businesses whose 2024 sales exceeded PLN 200 million including VAT, and on 1 April 2026 for other taxpayers. Receiving invoices through KSeF has been mandatory since 1 February 2026. Until the end of 2026 a taxpayer may still issue invoices outside KSeF if its monthly sales documented by invoices do not exceed PLN 10,000 gross.
The Ministry of Finance KSeF service lists dates, exemptions and scope on the page Scope of mandatory KSeF (in Polish). It does not settle whether a particular customer qualifies for an exemption; their accountant decides that.
Invoices for private individuals who do not run a business do not have to go through KSeF, although the seller may send them there. Taxpayers without a registered office or fixed establishment in Poland are not required to issue invoices in KSeF. Record the date you checked the source next to every saved answer, because the schedule and the rules can change. This guide reflects the situation in October 2026 and is not legal advice.
KSeF number, QR code and status: what to ask
Every invoice accepted by KSeF receives a unique number assigned by the system. It differs from the seller’s own invoice number, and customers often mix the two up. When someone asks whether an invoice “is in KSeF”, ask for the invoice number and date, and check the status on your side. Do not share document details with someone you have not verified; the basic steps are in the guide to verifying a customer before sharing order details.
In its notice Issuing and receiving invoices (in Polish), the Ministry of Finance explains that an online invoice counts as received on the date its KSeF number is assigned, and that a visualisation with a QR code gives access to the invoice without logging in. The notice does not describe your company’s process, so agree the support steps with accounting.
The QR code explains many questions from consumers and foreign business partners. Such a recipient gets the invoice in an agreed way, for example as a PDF, and the QR code on the visualisation opens the document in KSeF without logging in. An invoice issued in offline mode is sent to the system afterwards, in offline24 mode no later than the next business day, so the KSeF number may appear later than the PDF itself.
- The invoice number set by the seller and the issue date.
- The order or contract number, if the customer has one.
- Whether the buyer is a business with a Polish tax ID, a consumer or a foreign entity.
- What the customer needs: a copy, the KSeF number, a correction or an explanation.
- Any deadline the customer mentions, recorded as their information rather than a company promise.
Reply templates for common questions
A ready reply saves time only if the person responsible for invoicing has approved it. How to maintain such texts is covered in the guide to reply templates in customer support. The example below is for a fictional online shop and needs adapting to your own process.
“Thank you for your message. We issue invoices for business orders in KSeF and send a PDF copy with a QR code to the email address given in the order. Please share your order number and tax ID, and we will check the status of the document. If any details need correcting, we will pass the case to accounting and get back to you [within a time the team can actually meet].”
Avoid sentences that sound like a tax ruling, such as “you don’t need to do anything” or “this invoice is definitely valid”. When a customer asks about their own obligations, write: “We cannot give tax advice. Your accountant is the best person to ask, and we are happy to send you a copy of the invoice.”
Handing the case to accounting
Questions about a KSeF number, a correction or a missing document usually need someone with access to the invoicing software. Agree one handoff route and one person who owns the reply to the customer. The general rules are in the guide to support ticket escalation; below is a version for invoices.
- Confirm receipt.Tell the customer the case is with accounting and give a realistic time for the next update.
- Write a note.Add the invoice number, date, buyer type and what the customer needs. Do not copy payment details.
- Name an owner.Decide who in accounting makes the call and who in support replies to the customer.
- Close the loop.Once decided, send the customer the outcome: a copy, the KSeF number or news about the correction.
In the Meetlead support inbox you can assign a conversation or ticket to one person, add an internal note and tag a colleague with an @mention. The ticket has a number and a history, so accounting sees the context without a separate summary, and an agent can send a PDF copy of the invoice in the conversation as an attachment. Meetlead does not connect to KSeF, does not issue invoices and does not check their status in the Ministry of Finance system.
A help article for recurring questions
If the same questions come back every week, move the stable part of the answer into a help article. Explain what your invoices look like, where the QR code is, how a KSeF number differs from an invoice number and how to report wrong details. Tips on choosing topics and measuring the effect are in the guide to a knowledge base and FAQ on your website.
In Meetlead you publish help articles in the widget, including language versions, and customers can search them before starting a conversation. Accountancy firms and advisers who discuss invoices with clients should also separate organisational questions from substantive ones; the guide to live chat for tax advisers helps with that.
Questions about KSeF in customer support
Will a consumer receive an invoice from KSeF? An invoice for a private individual who does not run a business does not have to be issued in KSeF, but the seller may send it there. If the invoice has a KSeF number, the QR code on the visualisation opens it without logging in.
Can support answer questions about a customer’s KSeF obligations? No. Support can explain how the company issues and delivers its own invoices and point to the official source. Questions about whether the customer must use KSeF or qualifies for an exemption belong with their accountant or adviser.
