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Open items
Which cases the app does not decide on its own, when an open item is raised, and how to resolve it in a few clicks.
On this page
Almost everything runs automatically. For the cases where a detail is missing that only you know, there is “Open items”: a dashboard list where each entry describes a missing document and offers a way to produce it. The rule behind it: we never issue a document with a guessed tax rate. Overstated VAT is owed to the tax office (§14c UStG) – a document supplied a little later is the smaller evil.
Refund with no invoice on our side
When this happens
A customer is refunded for an order your previous system invoiced – so we hold no original invoice a credit note could reference.
What you do
Enter the original invoice's number and date plus the tax breakdown (one rate or several). The result is a credit note referencing your old invoice. Refunds of 0.00 are skipped – there is nothing to correct.
Refund with no derivable tax breakdown
When this happens
A refund states only an amount, no line items – typical for partial refunds, goodwill gestures and some payment methods. The amount alone does not say which tax rate is being corrected.
What you do
Confirm rates and amounts; the sum must match the refunded amount exactly. Because the money has already gone back, this case also shows the deadline by which the correction belongs in your VAT return – and we follow up as it approaches.
Invoice could not be created
When this happens
Automatic creation failed for good, e.g. because Shopify or a service was unreachable for a longer stretch.
What you do
Click “Retry”. The invoice is created from the stored order – nothing to re-enter.
Order from before you installed, paid now
When this happens
An order was created before you installed and is paid afterwards. Most likely your previous system already invoiced it.
What you do
Two options: create the invoice here (invoice date today, supply date from the original order) – or file it as “already invoiced elsewhere”, which produces no document, just a traceable record.
Chargeback that cannot be corrected automatically
When this happens
A chargeback is finally decided against you, but the correction is not unambiguous: no document on our side, several tax rates, only a partial amount, a differing currency, or a tax-exempt or cross-border sale.
What you do
Confirm the tax breakdown. We create a corrective document from it, dated to the point the chargeback became final. The payment provider's fee is not part of the correction.
- Data is stored the moment a case is detected – Shopify restricts access to older orders after roughly 60–90 days, and we do not depend on it
- An item is claimed exclusively while it is being resolved: even a double click produces only one document with one number
- Your tax lines must sum to the refunded amount exactly, or the item cannot be completed
- Repeated Shopify webhook deliveries never create a second entry for the same case
- Who created which document manually, and when, is recorded – traceable for an audit and for your accountant
- The tax rate always comes from you; for uniformly taxed orders it is pre-filled, and you can overwrite it at any time
While an item is open, its document is deliberately missing. Review the list on the same rhythm as your VAT return – items with a deadline show the date right on the row.
Still have questions?
Our support team helps you right in the app or by email.