It's good business to be careful with your money, and that includes keeping an eye on invoices you receive from Avalara. Sometimes that just means you need to know how to find your invoice, and sometimes you need to understand what something on your invoice means. Use this FAQ to find answers to some common questions about understanding your Avalara invoice.
What's a billable AvaTax document?
If you purchased or renewed your AvaTax subscription in 2017, review section 3 of the 2017 terms and conditions.
If you purchased or renewed your AvaTax subscription in 2016 and haven't yet renewed your subscription in 2017, your usage is primarily based on your document count. Review the 2016 terms and conditions for details.
How do I view my Avalara account invoices?
Service invoices from May 2015 to the present are in the Admin Console, on the My Account tab, under Invoices and Payments. Your most recent invoice displays first.
Use this short, click-by-click walkthrough to see how to view your invoices in Admin Console.
Only Account Admin users can see invoices, and invoices aren't available in development accounts.
For any invoices not in the Admin Console (including Avalara Professional Services, TrustFile, and Fuel Excise), email firstname.lastname@example.org and include the name of your organization and the month and year of the requested invoice. Additional identity verification may be required.
Why did we receive the email Urgent: Your Services Will Be Suspended?
Avalara sent the email with the subject line Urgent: Your Services Will Be Suspended because an invoice hasn't been paid.
How does adding a new state to our filing affect our Returns billing?
Avalara charges for each return we file for you, so adding a return for a new state increases the number of returns you're billed for each month. If you've prepaid for returns (and don't use the entire pre-paid quantity), you may not see an increase in monthly charges.
What is monthly overage billing?
The terms and conditions you accept when you activate your Avalara service account include Avalara's service fee information. Review the terms.
You accrue overage charges when your actual number of transactions exceed the number of purchased transactions during your annual service period.
What should I do if I think there's incorrect tax on my Avalara bill?
Reply to the invoice email with the following information:
Invoice number of the bill in question
Detailed reasoning as to why the tax is incorrect
Documentation from the appropriate Department of Revenue supporting your claim
How do I confirm my Avalara invoice was paid?
Check your current balance in the Admin Console My Account tab. For more detailed information, see Manage Your Invoices.
If that hasn't been updated, or you want to verify further, email email@example.com and request confirmation or a statement of your account.
Why did we receive the email Avalara Returns Filing and Invoice Information?
We provide the quantity of returns filed in a separate message. If you have:
- Balance due - An invoice is sent in a separate email to the billing contact we have on file for your company. Details for your returns filed this month are no longer presented on that invoice.
- No balance due - The email with the subject line Avalara Returns Filing and Invoice Information is the only communication you'll receive. Your company won't receive a separate zero balance invoice.
The email will include:
- The number of regular returns filed
- The number of SST returns filed
- The total number of returns filed
What is the minimum billing for Returns service?
The terms and conditions you accept when you activate your Returns service include Avalara's minimum billing information. Review the terms.
You may receive a minimum billing invoice for the Returns service if you haven't begun filing returns through Returns within 120 days after signing your Returns contract (your "Returns Commencement Deadline"). The minimum Returns service fee is equal to 50% of your estimated monthly Returns filing fees. We'll stop charging the minimum Returns service fee when you begin filing your returns through Returns.
The Returns terms and conditions describes how the minimum Returns service fee is calculated as follows:
"Your estimated “monthly Returns filing fees” is 50% of the amount that is the result of: (the lowest number of returns required to be filed under your Returns plan per year divided by 12) multiplied by the per-form fee under such plan."
What do I do if there was an error on my bill for Avalara services?
Contact firstname.lastname@example.org via email, include:
- The name of your organization
- Details of the billing error
- Invoice number (if applicable)
Additional identity verification may be required.
Where do I review my AvaTax Service Agreement?
How do I see what my transaction count is?
- In the Admin Console, on the Reports tab, under Account Management Reports, click Transaction Usage Reports.
- Enter your criteria, and then click Generate.
Why did I receive a refund from Avalara?
Can I see my invoice total including the tax amount in transactions?
The Transactions tab shows the invoice net of tax. The non-taxable and taxable figures add up to the figure in the total column. The tax is shown separately and isn't included in the total. The full invoice total including tax isn't shown.
What should I do if I believe I double-paid an invoice from Avalara?
Why are we being charged?
With any service, there may be questions about specific bills or payments. Your Customer Account Manager (CAM) can look at invoices that have been issued and explain each one. Contact your Customer Account Manager (CAM).
Will I be sent an invoice closer to the due date?
In addition to the renewal quote you received from Avalara, we'll also send an invoice closer to your payment due date.
Does address validation count as a transaction for billing purposes?
Yes, address validation counts toward your transaction usage in a 10 to 1 ratio. 10 address validations = 1 transaction in usage.
How do I find when my contract with Avalara ends?
Find the number of days left in your contract, your plan start date, and your renewal term length in the Admin Console. On the My Account tab, click Usage to view that information.
Can I get our service logs from AvaTax?
Avalara Support can provide this. Contact us to request this for a specific timeframe.