FAQ

Check our guidelines on how to request an invoice and how to upload them on the app.

- Request a ZappTax invoice in store right before paying for the goods.
- Most stores can edit invoices instantly (this function is integrated into their cash register software).
- Provide store staff with the required ZappTax invoice information for the relevant country (see ZappTax invoice address in France, Belgium, Spain and the UK).
- Stores have the legal obligation to provide an invoice when requested! Just ask for a ‘domestic invoice with VAT’ (you do not have to provide any justification to request such invoice).
- Do not ask for a tax-free form in store (in fact, do not even mention you are requesting a ZappTax invoice for tax refund purposes -> it may confuse store staff who would automatically start editing their own tax-free form).

- When you order, input the ZappTax invoice address in the “invoicing address” field (you may have to first create this Zapptax address in your personal account with the e-merchant).
- The invoice will either be available in your personal account at the e-merchant or sent to your email address (this may not happen instantly but only once the goods have been shipped).
- Print the invoice, take a picture and upload it on the app.

Note:

If you cannot print your invoice (on your computer or smartphone):

Send it as an attachment (no forward) to [email protected] but make sure you send it using the email address you used to register to ZappTax.
Or
Send it as an attachment (no forward) by chat.

If you have no other option, take a snapshot of the invoice (on your phone) or take a picture of the invoice (through your computer screen).

In all cases, make sure

- All 4 edges of the invoice are clearly visible.
- The quality of the picture allows for processing (all information must be clear and readable).
- The picture shows no angle (the document appears as “flat” and not sloping).

- We cannot accept "order confirmations" or invoices addressed to your own name.

- Sometimes (it's rather rare), the invoice cannot be edited instantly in store (reasons can be multiple: staff qualified to edit invoice not available, store refusal, specific procedure to follow…).
- In such a case, follow this procedure:

• If possible, ask store staff to “stamp” the purchase receipt with the store stamp.
• On the receipt, handwrite “Bought on behalf of ZappTax” (“Acheté au nom de ZappTax”).
• Handwrite your first name and last name.
• Date and sign the receipt.
• Take a picture of the annotated receipt.

- Take a good quality picture of your invoice.
- All mentions must be clearly readable.
- All 4 edges of the invoice must be visible.
- One page = one picture.

- As soon as possible.
- Preferably on the date of the purchase (especially during peak periods such as after Christmas and during the summer holiday).

You have received an "invoice" where only the ZappTax address needs to be filled out in a specific box?

Fill the box yourself manually.

You have received a simple "receipt" or "ticket"?

- Follow this procedure:

• If possible, ask store staff to “stamp” the purchase receipt with the store stamp.
• Handwrite “Bought on behalf of ZappTax” (“Acheté au nom de ZappTax”) on the receipt.
• Handwrite your first name and last name.
• Date and sign the receipt.
• Take a picture of the annotated receipt.

- In most cases we will be able to process your refund.

- Identification of the store (name and address)
- Date
- Invoice number
- Description of each line item
- VAT rate for each line item (important for stores selling products with different rates such as grocery stores, pharmacies, FNAC…)
- VAT rate and total amount (per VAT rate)
- Identification of the buyer (ZappTax name and address)