VAT Charged or Discount Not Applied on an Order

Problem

An order is placed without a partner or promotional discount code being applied, and/or VAT is charged even though the business should be VAT-exempt (for example, a valid EU B2B VAT number). This usually happens when:

• The discount/partner code was not entered before completing checkout, or
• No VAT number was saved on the account or entered on the cart at the time of purchase.

This is common when someone other than the usual account manager or purchaser places the order and isn't aware these fields need to be filled in.

Solution

1. Save your VAT number to your account (recommended for recurring/renewal orders)

1. Log in to your account.
2. Go to Billing Details.
3. Enter your valid VAT number and save.

Once a valid VAT number is saved, every future order and renewal placed under that account is billed without VAT automatically, for as long as the number remains valid. This avoids the need to remember to add it each time.

2. Or enter your VAT number directly on the cart

If you don't want to save the VAT number to the account (e.g., for a one-off purchase), you can enter it directly on the cart page or in the cart drawer/mini cart. This applies the VAT exemption to that specific order only.

3. Apply your discount or partner code before placing the order

1. Add the product(s) to your cart.
2. Enter your discount or partner code in the discount code field on the cart or checkout page.
3. Confirm the order total updates to reflect the discount before submitting payment.

4. Review the order summary before confirming payment

Before finalizing the order, check that:

• The discount has been applied to the total.
• No VAT line item appears if you are VAT-exempt.

If either is missing, do not complete the purchase yet — go back and apply the missing code/VAT number first.

If an order was already placed incorrectly

If a discount or VAT exemption was missed on an order that has already been completed, this does not require cancelling the order and buying again. In many cases the difference (VAT and/or missing discount) can be corrected after the fact, for example by issuing an account credit for the affected amount that can be applied toward a future order.

Verification

• Check your Billing Details page and confirm your VAT number is saved and marked valid.
• Place a test order (or review your next renewal) and confirm the order total excludes VAT and reflects any applicable discount before payment is submitted.
• On your order confirmation, verify the discount line item and the absence of a VAT charge, where applicable.

Updated on: 18/09/2026