Processing requests for invoice or receipt, and sales taxes VAT refunds

Processing requests for invoice or receipt

Some customers have a hard time finding the relevant invoice or receipt document as they might be looking for an email from us, or looking for a link to download the invoice from they account dashboard on our website.

Invoices for purchases on Fluid Checkout are actually issued by Paddle (our payments partner).

Customers can find their invoice for purchases on Fluid Checkout by clicking the option “View receipt” on the order confirmation email sent by Paddle.

More information for customers can be found on the article Finding my invoice, adding billing details and VAT number.

Processing sales tax (VAT) refund requests

If a customer asks for a partial refund of the paid sales tax, they will need to contact the Paddle support team directly. Paddle will review the information provided by the customer and issue a refund for the sales taxes that was paid incorrectly.

To process requests for a partial refund of the sales taxes, we only need to inform the customer where they can find their invoice and that they need to contact Paddle about any sales tax that was paid incorrectly.

  1. Send reply to the customer’s support ticket with a message similar to the one below, using the current saved reply (response template), which might be a little different.

Saved reply / response template: “Invoice/receipt for purchase and Sales Tax (VAT) refund”

Hi Customer,

On the order confirmation email sent by Paddle, you can find a link to print the invoice/receipt. There you have the option to update the billing details and enter your tax information.

Here is a direct link to your invoice:
###LINK_TO_CUSTOMER_INVOICE###

If you believe that you have been incorrectly charged for Sales Tax (VAT), please contact Paddle directly and they will be able to issue a VAT refund. When asked for the order number, please provide Paddle the order number from the order confirmation email sent to you by Paddle.

More information about your invoice and VAT refunds can be found here:
Finding my invoice, adding billing details and VAT number

Best,
Team member.

  1. Close the ticket on the support system.
  2. Change the task status on ClickUp to “Completed”.

Finding an invoice on the Paddle dashboard

  1. Log into the Paddle dashboard at https://vendors.paddle.com/.
  2. Go to Menu > Transactions.
  3. Use the search field to find the related transaction using the customer’s email address. If there is only one transaction, you’ll be redirected to the customer’s transaction details screen, otherwise, click the option “View” related to the transaction you are look for.
  1. If you can’t find any transaction for that email address, make sure to change the filter for the period you are searching. The option “Year to Date” is usually the most useful filter to use.
  1. On the transaction details screen, choose the option “View Receipt” at the top right of the screen. You also have the options related to the receipt email that was sent from Paddle, you can “Resend”, “Forward” or “Preview” the order confirmation email that was sent to the customer.
  1. Copy the URL of the invoice details page to send to the customer.