Frequently common problems

 

Types of Invoices
We currently offer fully digital electronic invoices, also known as "digital invoices," which are divided into "digital VAT special invoices" and "digital VAT general invoices."

Invoice Content
In accordance with tax bureau invoicing regulations, GRNEO orders will be issued with electronic invoices. The invoiced items will be detailed. For gift card purchases, the invoiced item will be "prepaid card."

Invoice Amount
The total invoice amount is equal to the actual amount you paid for the purchase (including shipping fees. If there are items in the order that do not support this type of invoice, the invoice amount will be reduced by the payment amount for that item). It does not include amounts for discounts that were not actually spent and amounts paid with gift cards.

Why Do I Need to Provide the Taxpayer Identification Number When I Choose to Issue an Invoice to a Company?
According to Announcement No. 16 of 2017 of the State Administration of Taxation, Article 1: From July 1, 2017, when a purchaser is a company and requests a VAT general invoice, the taxpayer identification number or unified social credit code should be provided to the seller. When the seller issues a VAT general invoice for them, the taxpayer identification number or unified social credit code of the purchaser should be filled in the "Purchaser's Taxpayer Identification Number" column. Invoices that do not comply with the regulations cannot be used as tax vouchers.
There are two ways to obtain the taxpayer identification number: ①Contact the company's finance department to inquire about invoicing information; ②Log in to the National Organization Code Center to check: www.nacao.org.cn

How Can I Issue an Invoice for an Overseas Entity (Including Hong Kong, Macao, and Taiwan) Without a Taxpayer Identification Number or Unified Social Credit Code?
You can choose to issue the invoice to an individual and then fill in the name of the overseas entity (in English).

Why Can't I Issue an Invoice for My Order?
When the order amount is 0 yuan or the order is fully paid with a gift card; or when the order is placed through a special channel, invoicing is not supported.

Why Is Invoicing Not Supported When Paying with a Gift Card?
Invoices can be issued when purchasing gift cards, so no repeat invoicing is supported when using gift cards for consumption.

What Is a Fully Digital Electronic Invoice?
A fully digital electronic invoice (i.e., "digital invoice") is a brand-new type of invoice that has the same legal effect as a paper invoice. The legal effect and basic use of digital invoices are the same as existing paper invoices. They can be used for financial reimbursement, warranty, and rights protection.
If the recipient of the invoice needs a paper invoice, they can download and print it themselves.

When Is the Electronic Invoice Issued?
The electronic invoice will be issued after all packages in the order have been confirmed as received.

Where Can I Download the Electronic Invoice?
You can download it from the "Personal Center - Order Details" on the GRNEO computer web version.

How Can I Check the Electronic Invoice Online?
Individuals and entities can check through the National VAT Invoice Verification Platform: https://inv-veri.chinatax.gov.cn

What If I Apply for a Return or Exchange, How Is the Invoice Handled?
After you apply for a return, the issued invoice will be voided. If you still need an invoice for other items, you can contact customer service for assistance.

What If I Lose the Invoice When Applying for After-sales Service?
If the invoice for the after-sales service item is lost, the corresponding tax may be deducted from the refund.