Short answer: In order to get an invoice with VAT shifted, please make sure that you add a VAT number that is valid and verified by VIES in your Sendcloud's invoice address.
Explanation: If you have received an invoice that includes VAT and you believe you should not be paying this tax, make sure that:
- Your VAT number is valid (verified by VIES).
- You added your valid VAT number to your Sendcloud's invoice address on time, that is to say, before receiving the invoice. Please note that if you add your valid VAT number after receiving several invoices, we won't be able to shift the VAT for those anymore as it is not retroactive. You will only get invoices with VAT shifted after you add your VIES-verified VAT number.
I did everything you suggested and my invoices still include VAT: In this case, please contact our Customer Support team and we will be happy to help you solve this situation. If applicable, we will issue a refund. Note that refunds are only possible for invoices from the same year.