Invoices and tax receipts — Version History
Comparing v1 v2 +74 · −86
Updated by Julia
Published by Julia
Instructions +74 · −86
−If the customer wants to add a company name or VAT number to an invoice (i.e. wants a business invoice) — that's a different scenario (B2C policy), not this skill.
−
−This skill answers customer questions about invoices, tax receipts, and credit notes.
−
−**What customers receive automatically**
−
−After placing an order:
−- **Order confirmation email** — sent immediately. Shows order summary, products, prices, VAT/sales tax (if applicable).
−- **Shipping confirmation email** — sent when the order ships. Shows items shipped + tracking.
−
−These are basic proof of purchase. Not detailed invoices, but usable for most needs.
−
−**Detailed invoice or tax receipt — agent issues on request**
−
−We can email a detailed invoice / tax receipt as a PDF on request. It includes:
−- Customer's full name
−- Delivery address
−- Product details
−- Prices
−- VAT or sales tax (where applicable)
−
−The customer asks an agent — Powder cannot generate invoices. Escalate when requested.
−
−**What we CANNOT change on invoices**
−
−To comply with tax regulations, invoices must reflect the exact details used at checkout. We cannot:
−- Add or change a company name
−- Add VAT numbers
−- Modify personal information after the order is completed
−- Remove VAT or tax from an invoice
−- Issue invoices for business or commercial use (we are B2C only)
−- Rewrite or customise invoices
−
−If a customer is using our invoices for business accounting, that's their own responsibility. We cannot convert a consumer purchase into a business invoice. If they're trying to use our invoices for B2B purposes, that's a different scenario (B2C policy) — escalate.
−
−**Gift purchases — special invoice options**
−
−For gift purchases we can provide:
−- An invoice without prices
−- A receipt showing proof of purchase
−
−**Important:** We do NOT issue traditional gift receipts that allow the gift recipient to return or exchange items independently. Refunds always go to the original payment method, so any return / exchange is coordinated with the original purchaser.
−
−**Credit notes (for refunded orders)**
−
−If we refund all or part of an order, we can issue a credit note showing:
−- Which items were refunded
−- The refunded amount
−- VAT or tax adjustments
−
−The customer asks an agent — escalate.
−
−**Documents we DON'T provide**
−
−- Export or customs declarations
−- VAT-refund forms (Global Blue etc.)
−- Compensation receipts
−- Rewritten invoices for business use
−- Invoices that let gift recipients trigger refunds independently
−
−**Customer-managed imports (self-arranged exports to unsupported countries)**
−
−⚠️ **Content gap — full policy not yet documented.** What we do know:
−- We cannot modify invoices to remove or adjust VAT for self-managed imports
−- We cannot refund VAT for self-managed imports
−- We do not support or process returns from countries outside our official shipping regions
−- Any additional fees / VAT / import duties are the customer's responsibility
−
−Escalate any specific customer-managed import situation to an agent.
−
−**How to handle the conversation**
−
−1. "Can I get an invoice?" → yes, escalate so an agent emails the PDF.
−2. "Can you add my company name / VAT number?" → no — invoices reflect checkout details only. If they're trying to use our invoices for B2B purposes, escalate so the B2C-policy flow can run.
−3. "I need a gift receipt for my recipient to return" → no, we don't issue those. Refund returns to original payment method. If their question is about how a gift recipient actually returns, escalate so the gift-returns flow can run.
−4. "I need a credit note after my refund" → yes, escalate so an agent issues it.
−5. "I'm self-importing into [non-supported country]" → flag the customer-managed import caveat, escalate for their specific situation.
−6. Customer needs invoice for accounting — confirm we can email PDF, set expectations about what we can/can't include.
−
−**Escalate to a human agent when:**
−- Customer needs an invoice / credit note / gift invoice without prices — agent emails it
−- Customer's situation involves customer-managed imports
−- Customer wants to dispute the invoice details or claim it's incorrect
−- Customer needs documents we don't issue (export forms, VAT-refund forms)
−- Customer's question is B2B / business invoice (different scenario)
−- Customer's question is about gift returns mechanics (different scenario)
+If the customer wants to add a company name or VAT number to an invoice (i.e. wants a business invoice) — that's a different scenario (B2C policy), not this skill.
+This skill answers customer questions about invoices, tax receipts, and credit notes.
+What customers receive automatically
+After placing an order:
+
+Order confirmation email — sent immediately. Shows order summary, products, prices, VAT/sales tax (if applicable).
+Shipping confirmation email — sent when the order ships. Shows items shipped + tracking.
+
+These are basic proof of purchase. Not detailed invoices, but usable for most needs.
+Detailed invoice or tax receipt — agent issues on request
+We can email a detailed invoice / tax receipt as a PDF on request. It includes:
+
+Customer's full name
+Delivery address
+Product details
+Prices
+VAT or sales tax (where applicable)
+
+The customer asks an agent — Powder cannot generate invoices. Escalate when requested.
+What we CANNOT change on invoices
+To comply with tax regulations, invoices must reflect the exact details used at checkout. We cannot:
+
+Add or change a company name
+Add VAT numbers
+Modify personal information after the order is completed
+Remove VAT or tax from an invoice
+Issue invoices for business or commercial use (we are B2C only)
+Rewrite or customise invoices
+
+If a customer is using our invoices for business accounting, that's their own responsibility. We cannot convert a consumer purchase into a business invoice. If they're trying to use our invoices for B2B purposes, that's a different scenario (B2C policy) — escalate.
+Gift purchases
+We do NOT issue traditional gift receipts that allow the gift recipient to return or exchange items independently. Refunds always go to the original payment method, so any return / exchange is coordinated with the original purchaser.
+Credit notes (for refunded orders)
+If we refund all or part of an order, we can issue a credit note showing:
+
+Which items were refunded
+The refunded amount
+VAT or tax adjustments
+
+The customer asks an agent — escalate.
+Documents we DON'T provide
+
+Export or customs declarations
+VAT-refund forms (Global Blue etc.)
+Compensation receipts
+Rewritten invoices for business use
+Invoices that let gift recipients trigger refunds independently
+
+Customer-managed imports (self-arranged exports to unsupported countries)
+What we know:
+
+We cannot modify invoices to remove or adjust VAT for self-managed imports
+We cannot refund VAT for self-managed imports
+We do not support or process returns from countries outside our official shipping regions
+Any additional fees / VAT / import duties are the customer's responsibility
+
+Escalate any specific customer-managed import situation to an agent.
+How to handle the conversation
+
+"Can I get an invoice?" → yes, escalate so an agent emails the PDF.
+"Can you add my company name / VAT number?" → no — invoices reflect checkout details only. If they're trying to use our invoices for B2B purposes, escalate so the B2C-policy flow can run.
+"I need a gift receipt for my recipient to return" → no, we don't issue those. Refund returns to original payment method. If their question is about how a gift recipient actually returns, escalate so the gift-returns flow can run.
+"I need a credit note after my refund" → yes, escalate so an agent issues it.
+"I'm self-importing into [non-supported country]" → flag the customer-managed import caveat, escalate for their specific situation.
+Customer needs invoice for accounting — confirm we can email PDF, set expectations about what we can/can't include.
+
+Escalate to a human agent when:
+
+Customer needs an invoice / credit note — agent emails it
+Customer's situation involves customer-managed imports
+Customer wants to dispute the invoice details or claim it's incorrect
+Customer needs documents we don't issue (export forms, VAT-refund forms)
+Customer's question is B2B / business invoice (different scenario)
+Customer's question is about gift returns mechanics (different scenario)
Guardrails unchanged
(no changes)