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Handle a request for a VAT or tax invoice

Tax invoice requests come from people who need the paperwork for their accountant. A late or wrong invoice causes real trouble for them. Get the details right, send the document promptly and make the next one easy to find.

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Ask for the details you need

Ask for the legal company name, billing address and tax number as they should appear. Confirm them back before you issue anything.

Send the right document

Issue the invoice from your billing system rather than writing one by hand, and make sure it carries your own required details. If you are unsure what is required for a country, ask your accountant.

Correct mistakes promptly

If a name or number is wrong, reissue the invoice and say which one replaces the old one. Do not just send a second copy without explanation.

Do not give tax advice

Explain what you charged and what appears on the invoice. For questions about what the customer can reclaim, suggest they ask their accountant.

Make it self-serve

Let customers add their tax details and download invoices from their account. Most requests disappear once they can do it themselves.

Track what is asked

Tag tax invoice tickets and review them monthly. A rise after a pricing or checkout change usually means the details are missing at purchase.

Questions

Can we change an invoice after payment?

Often you can issue a corrected invoice or a credit note, depending on your billing tool and local rules. Check before you promise.

What if the customer has no tax number?

Issue the invoice without one and say so. Do not invent a number. Let the customer decide with their accountant.

How do we reduce these requests?

Collect the billing details at checkout, show invoices in the account and send them by email automatically.

Written by Flatdesk, a help desk for small support teams at one flat price per agent. Try it free for 14 days, no card.