Pixpa’s payment provider is Paddle which is also our merchant of record. Paddle processes your subscription payments to Pixpa, and it is also responsible for levying sales tax/VAT wherever applicable based on your location (country, state and province)
Important: You will get the Pixpa subscription receipts from Paddle. The payments will appear on your bank/card statement as PADDLE.NET*PIXPA
How to get tax exemption?
When starting the subscription, where possible, you will have the option to enter a VAT ID at the point of purchase which will exempt the purchase from a sales tax charge.
If your subscription is already active (you have made the first payment), you may be eligible to get a tax exemption by including your VAT number on the receipt from Paddle.
You will get an email receipt whenever a payment is charged. Here is an example of the email receipt you will get:
See the list of countries/locations paddle charges the sales tax/VAT for.
Sales Tax Exemption Certificate
If the customer cannot enter their VAT ID to their invoice, that would mean they are a US customer who hasn’t paid VAT – they have been charged their state sales tax.
If a buyer has a sales tax exemption certificate, Paddle can issue a tax refund once the invoice has been paid. To do so, the buyer must send the tax exemption documentation to the Paddle buyer support team via assist@paddle.com.
The Paddle buyer support team will then review the documentation and issue the tax refund accordingly if the documentation is valid. This is currently only possible once the invoice has been paid, though Paddle is reviewing ways to streamline this process in the future.
Contact Paddle Support Team
If you believe that you have been incorrectly charged for Sales Tax (VAT), please get in touch with Paddle and it will be able to issue a VAT refund.
Paddle’s support team is available 7 days a week, 24 hours a day. The best way to get in touch with Paddle regarding an order is to use our Virtual Assistant.
Paddle Virtual Assistant – Visit Paddle.net where they have a dedicated virtual assistant that can help with common queries such as letting you know what a charge was for, receipts and refund requests quickly.
