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 “I have an Eurora account” and follow instructions given to you by Eurora.
Q: Why am I seeing screen “Services could not be activated”?
A:
Eurora App is compatible with all Shopify plans. You need to log in to Eurora portal and check if you’re subscribed to Eurora Pro package and have an IOSS start date set.
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 https://help.shopify.com/en/manual/shipping/shopify-shipping/shipping-carriers
Q: I’ve chosen “I`m a new user” 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 “I have Eurora account” and continue with necessary settings.
Q: Which countries should I choose in Shopify for using IOSS services.
A:
You should choose 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 registration (and IOSS number) you can not use both the IOSS service and the 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: Why Eurora don`t always display Duties and Taxes for orders over 150 EUR?
A:
When order value exceeds 150 EUR then duty applies in destination country. Duty can be calculated only when HScode can be matched with goods description. If goods description quality is unrecognizable taxes can't be calculated.
Q: Do I need to do anything before or after uninstalling the app?
A:
No actions needed.
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 contact our support team.
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 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 uninstall the app.
Q: Why does my order number look different in Eurora Portal than in my E-shop (new)?
A:
Eurora collects a combination of an Order number and Order ID. Some merchants may have multiple stores across different platforms and may use same order numbering structure there. We require to report unique order identifiers for a single account which resulted into using an order number and ID combination.
Billing/Pricing
Q: How much does Eurora app cost?
A:
The app itself is free to install, but you'll 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 number of monthly IOSS orders. Monthly package starts from 49 EUR and already includes 25 IOSS orders. If your sales volumes are higher we will charge only 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,but this solution is not that convenient. Customer must keep all the deadlines related to reporting sales data and generating correct VAT reports in mind.