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We have noticed that VAT was not charges to our clients from our country, even though they should pay it.
Over the past month, I have contacted your support team twice. On both occasions, I was asked to grant access to our system, which I promptly did. Despite this, it appears that no one from your company has accessed our system to resolve the issues.
Please inform us when your program will function correctly and when you will have an active support service to address such issues.
Thank you
Hi, we're sorry — you were right, and our answer came far too late. The app decided the domestic-VAT rule from the store's billing address and, on older installs, ignored some of your settings, so customers from your own country could end up exempt. We have rebuilt that part: the country goods ship from now comes from your fulfilment locations, customers in that country are always charged VAT whatever their VAT number, and every exempt order keeps the VIES consultation number, company name and legal note. Since then we have also fixed three more things: the VAT number field no longer disappears when VIES is down (it stays visible with a notice), the Shopify Plus checkout and the customer account page no longer show errors, and the app no longer clashes with our e-Invoice app. Our support is always available at appsupport@lineagrafica.es and on the Help page inside the app; if you give the app another try, we will personally review your setup with you. — José, Línea Gráfica
Very bad. No description just a useless discription how to set up taxes in shopify. App dosnt work. No support contact.
Hi, thanks again for the feedback, and sorry the app didn't work for you back then. Here's what has changed since: the VAT number field now shows in the cart on every Shopify plan (inside the checkout itself only on Shopify Plus, which is a Shopify limitation), and the app panel tells you on every screen until the field is live in your store, with a direct link to the theme editor. A 3-step setup assistant with a test validator gets you running in a few minutes. The field also stays visible with a notice if VIES is down, instead of disappearing, and the Plus checkout and customer account no longer show errors. Support is always available at appsupport@lineagrafica.es and on the Help page inside the app; we answer within one business day. If you'd like to give it another try, we'll set it up with you. — José, Línea Gráfica
