VAT invoice request

Hi,

I’ve been subscribed to Amazon Tax Calculation services for over a year now and never had a problem since with people requesting invoices - I simply advise them where they can be downloaded from their buyer account.

A few days ago I got a request asking for a VAT invoice whilst the order was still in pending status. I wrote back informing where the invoice would be once the order goes through and the buyer replied saying that there are no invoices for anything she has ever bought from Amazon in the “Your Orders” section of the website. I even gave her a screenshot with a big red arrow! I told her to wait a few days and she has wrote back today saying that the order has now been dispatched but the invoice is still not available and that she wants the invoice NOW.

I would happily do this but in the faq’s for the tax calc service, it says:

““Should I continue to issue VAT invoices once I enrol in Amazon’s VAT Calculation Service?
Our VAT Calculation Service will automatically create VAT invoices and credit notes to the customer on your behalf once the service is activated. You should ensure that you no longer produce VAT invoices and credit notes for transactions that occur after enrolment within the service. You would still need to provide credit notes, as required, for transactions that occurred prior to the activation of the VAT Calculation Service, but which are only returned/refunded thereafter.””

And I am wary to provide an invoice myself due to this.

I opened a support case with Seller Central who advised me to tell the customer to contact Customer Services.

I think it will look like I am being awkward if I ask her to contact Amazon Customer Services but also I do not want to supply her with an invoice when Amazon say I shouldn’t.

How should I handle this?