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Service Portal

  • Updated

Understanding the Products and Services in the Portal

 

Q: What is the Eurora Service Portal?

A:

The Eurora Service Portal is a web tool that provides easy access to all of your Eurora services, including IOSS, Duty & Tax Calculations, Restrictions, and HS Code Allocation.

 

Q: Do I need an account on the Eurora Service Portal to use Eurora’s services?

A:

You need to have a customer account with Eurora to use our services. The Service Portal offers the easiest and quickest route to creating a customer account, and gaining access to our pay-as-you-go service bundles.

 

Q: How can I get access to the portal and Eurora’s services?

A:

Anyone can create an account and try Eurora’s services. You can ‘test drive’ our services for 7 days free of charge.

 

Q: If I am already a Eurora customer (I have signed a Eurora Service agreement), how can I get access to the Eurora Service Portal? Do I need to sign up again?

A:

If you are already a Eurora customer, there is no need to go through the sign-up process again. You can simply ask your Eurora Tax Consultant to help you get started by sending an e-mail to ioss@eurora.com.

 

Q: How quickly after I complete the sign up process can I start using your services?

A:

As soon as your payment is successfully processed, your services will be activated. You will receive a notification immediately in the portal to let you know.

 

Q: I see that you have different packages. Which one is best for our company?

A:

Our packages have been designed to meet the various needs of our customers. Whether your business is just dipping its toes into international waters, or you are seasoned cross-border merchants, we have a package that meets your needs. If you have any questions about the packages, please reach out to our Customer Team via Chat or email (hello@eurora.com). We can recommend a package based on your needs!

 

Q: What is the Test page and what I can use it for?

A:

The Test page allows you to manually ‘test drive’ our (API) services. The Test page can be used during your 7-day trial period.

 

Q: What does “Service Bundle” mean?

A:

“Service bundle” is a collection of our 4 main services (HS Code Allocation, Duty & Tax Calculation, Import Restrictions Screening, and Denied Parties) offered together at a single price. If you would like to discuss a custom package for your company, please contact us by sending an e-mail to hello@eurora.com

 

Q: How can I try out your services?

A:

All new Eurora Services Portal accounts automatically receive a 7-day trial to use the Portal Test page and see all our services first-hand.

 

Q: I keep hearing about a ‘Test Page’ but can’t find it. Can you let me know where it is?

A:

The ‘Test Page’ button can be found from the top menu bar. Once your 7-day trial period is over, the ‘Test Page’ is no longer accessible.

 

Q: Can I sign up for UK VAT services via the Eurora Service Portal?

A:

Great news! UK VAT services are available from Eurora, and will be available soon in the portal too! In the meantime, simply send an email to sales_us@eurora.com and we can you set up.

 

Q: Do I need to be an IT expert or be highly technical to use Eurora’s services?

A:

Absolutely not. The Eurora Service Portal is designed to be used by anyone of any skill level. For more technically-minded people, we offer a range of API options to meet your precise needs.

 

Q: Do you provide the option to test your services via API before starting to use them in production?

A:

Yes, we have an integration environment for testing purposes. Please contact our Support for additional information by using LiveChat or by sending an e-mail to support@eurora.com

 

Q: If I want to apply for your IOSS service, should I first sign up in the Eurora Service Portal and then apply for the IOSS service?

A:

That's correct. You must first sign up in the Service Portal, and then when you have an active account you can apply to use the IOSS service. This is required so that we can keep all of your data safe.

 

Q: I am a Shopify merchant. Do I need an Eurora Portal account?

A:

Yes, you do. The only way to activate downloaded Eurora’s Shopify app is to login with your Eurora Portal Credentials. Eurora Portal will also allow you to check and verify all the IOSS Orders data and declarations.

 

Q: It says that my e-mail is already in use. What should I do?

A:

If your email is already connected to an account, then there are 2 options:
1) You can opt to recover a lost/forgotten password and you will be sent an email with instructions on how to reset your log-in info
2) You can contact support@eurora.com to resolve your access problems

 

Q: How do I contact Eurora support if I want to use Eurora services via API?

A:

You can use LiveChat or send us an e-mail at support@eurora.com. You may find the answers to your questions about our APIs in our Knowledge Base at https://kb.eurora.com/hc/en-gb.

 

Q: Will you refund any unused funds if I don’t make all enquiries in my bundle?

A:

No refunds are issued for unused enquiries.

 

Q: Can I change which IOSS service package I am using?

A:

Of course! You can do this at anytime in the portal, and the new package will go into effect on the first day of the following month. For example, if you change from Lite to Pro on Feb. 10, your Pro service will be effective on March 1st.

 

Q: Can I skip choosing a package, or do it later?

A:

Once you create an account, you can postpone choosing a package for as long as you like. You will only be able to actually start using the services once you choose a package and finish the onboarding process however.

 

Q: I need to suspend or stop my IOSS service. How can I do this and is there any charge for this?

A:

Simply contact your Tax Consultant by sending an e-mail to ioss@eurora.com. There is no penalty for early termination.

 

Q: Can we have more than one user connected to our company’s account on the portal?

A:

This is certainly possible, but needs a little help from our Support. Please send an email to support@eurora.com we’ll sort it out.

 

Q: Why do you send the IOSS number to my e-mail and not through Eurora Service Portal? Is it safe?

A:

We are constantly adding new functionalities to the Eurora Service Portal and we will soon support finding IOSS numbers direct in the portal. In the meantime we will send IOSS numbers to your confirmed email address.

 

Q: What is meant by “up to 500/5000 enquiries”?

A:

The amount of enquiries you have tells you how many times you can use your service bundle. Each time you use one of the services in your bundle, a number is subtracted from your allowance until you reach 0.

 

Q: Is there a time limit on my Service bundle? Does it expire?

A:

Your enquiry credits do not expire. You can use them as quickly or as slowly as you need!

 

Q: Which payment methods are supported for Eurora’s Service bundle?

A:

Currently we accept credit card payments for Eurora’s Service bundles on a pre-paid basis. All payments are processed via our payment provider.

 

Q: Will my payment data be kept safe?

A:

All payments are processed via our payment provider who is a certified PCI Service Provider Level 1. This is the most stringent level of certification available in the payments industry.