UI (User interface)
Q: I am not sure if I have a Eurora account. I am using your IOSS services but I communicate via email.
A:
If you are using our IOSS services then you do have an account. Please click “Log in with Eurora account” and log in with the email address used to sign in at Eurora.
Q: Why am I seeing screen “Services could not be activated”?
A:
Please log in to Eurora portal and check if you’re subscribed to Eurora’s Pro or Full package and have an IOSS start date set.
Q: What do ‘Account Connection’, ‘Data Connection' and 'IOSS Contract’ stand for?
A:
Account Connection - Verification of your account at Eurora
Data Connection - Data connection between Shopify and Eurora
IOSS Contract - IOSS contract expiry
Functionality
Q: Does Eurora Tax Automation integrate with any carriers (DPD, DHL…)?
A:
We support all the carriers, who are integrated into Shopify as a part of Shopify Shipping functionality and are not a 3rd party application. More information about the carriers available within Shopify Shipping can be found here 
Shopify Shipping carriers
Q: I’ve chosen “Register an Eurora account” and finalised the registration through Eurora Portal. Why my app is still not activated?
A:
Your app will be activated after you have received your IOSS number from our tax consultant. After receiving this information please choose “Login with Eurora account” and enter your Eurora credentials.
Q: Which countries should I configure in Shopify to collect taxes when using Eurora IOSS service.
A:
You should configure all EU countries you are able to ship to.
Q: How quickly order information arrives to Eurora?
A:
Very quickly As soon as the order has been paid for. (in some cases may take up to 15 seconds)
Q: What happens if I cancel order?
A:
Information about order cancellation will be reported to Eurora and a correction for the monthly VAT return will be made.
Q: Will Eurora know that I have made a refund?
A:
Yes, refund data will be sent to Eurora and a correction for the monthly VAT return will be made.
Q: Do I have to complete IOSS registration to use Eurora app?
A:
Yes, without the IOSS registration (and IOSS number) you can not use nor the IOSS service, nor the Tax Automation App.
Q: Do I have to calculate something by myself or send any reports to Eurora?
A:
The only thing you need to do is to activate taxes collection for the European Union in Shopify “Taxes and duties” settings.
Q: Do I need to do anything before or after uninstalling the app?
A:
Please check the installation guide for the answer: Installation guide | Before installation
Q: Why I can’t see my IOSS sales orders in Eurora portal, while I have completed all the registration steps and setup?
A:
Please follow the steps in the following sequence:
-
check that you have had paid orders shipped to the EU within the specified time interval
-
check that you have activated IOSS tax collection in “Taxes and Duties” settings
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check that you have activated tax collection on a product level by checking “Charge tax on this product” on a products' card
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contact your personal Tax Consultant or support@eurora.com
Q: How should I send a replacement product for the one that has been refunded?
A:
Please don’t add a new product on the existing order, but rather create a new order in your Shopify admin interface
Performance
Q: Can I use Eurora App if I have IOSS number issued by another Intermediary?
A:
Unfortunately no. Every Intermediary is responsible for their customers sales data and VAT returns. Eurora can`t represent other Intermediary customers. To use Eurora app you must cancel agreement with current Intermediary and sign-up with Eurora.
Q: I use Eurora App but I want to continue with the previous way of sending Shopify reports to Eurora. What do I have to do?
A:
Just inform your personal tax consultant and uninstall Eurora Tax Automation app.
Q: When I cancel IOSS agreement with Eurora what should I do then? How long services through Eurora app will be active?
A:
Your personal tax consultant will guide you through the whole process. You will be informed about the IOSS number end date and after that Eurora services and the App are deactivated. You can but you don't have to necessarily uninstall the app.
Q: Why does my order number look different in Eurora Portal compared to my online store?
A:
Eurora displays a combination of an Order number and Order ID separated by the dash. Some merchants may have multiple stores across different platforms and may use same order numbering sequence there. The app requires to report unique order identifiers for a single account which results into using a combination of an order number and ID.
Billing/Pricing
Q: How much does Eurora app cost?
A:
The app one-time price is $4.90. You'll also be invoiced for the IOSS service package directly, outside of your ECOM platform environment. Applicable charges ( i.e. IOSS submission, tax consultations, VAT return preparation, VAT data verification, VAT payment transfer, use of Eurora Service Portal, data archiving, representation before Tax Authorities) will be invoiced in accordance with the Eurora plan chosen considering the volumes of IOSS orders. Monthly subscription package starts from 49 EUR and already includes 25 IOSS orders. If your sales volumes go higher we will charge $0.25 cents per each extra IOSS order.
Q: Can I use IOSS service without the app?
A:
Eurora provides IOSS service also without having you to install the app. You would require to keep on time with all the deadlines related to reporting sales data and generating correct VAT reports.