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Tax Free Shopping service solution

Comprehensive software application for Merchants to provide TAX FREE service.
Delivers an effortless tool to Merchants to provide full-cycle service of Tax Free Shopping and VAT refund to customers.
Refund Office is the only Tax Free Shopping software tool available in the market today which provides Self Service solution for Merchants.

Computing platform:

Software-as-a-Service on cloud computing platform. The system is maintained on our company’s server so that users do not require installing the application.

This application is designed to be used by store operators in structural units and by Merchant’s administrative or supervisory authorities. The interface language of the application is English; however, data input and document output can be performed in virtually any language.

Refund Office application comprises a wide range of functions, such as:

  • Issuing of TFS forms and other documents required to refund VAT;
  • Refund Office application generates Tax Free shopping receipts and other necessary documents for tax refund;
  • All documents issued by Refund Office application are compliant with the VAT refunding rules of the countries where Refund Office operates, allowing Customs to carry out the export validation quickly and easily, avoiding the risk of rejection and fraud;
  • Automatic calculation of the amount of tax refund. VAT rates comply with Merchant’s state jurisdiction;
  • Automatic filling in of the Customer’s personal data for recurrent transactions;
  • System’s interface language: English;
  • Data input and output language: Merchant’s official language;
  • Printout of the transaction documents.

Processing features

  • Maintenance of client personal data, transaction database and data storage of scanned document copies;
  • System user linking to Merchant’s structural units and the linking of shops/structural units to a trading enterprise;
  • An automatic announcement of assigned document status to a client via SMS and e-mail;
  • Document customizition templates;
  • TFS form verification – inspection of whether the conditions are met and granting of a status;
  • Merchant’s account balance view;
  • Automatic notifications;
  • Two different methods of TF transaction processing: SS (Self-service) and FCSP (full cycle service provider) method.

1 SS (Self-service) method

    • By managing tax refund to Customer with the help of this method, Merchant without assistance of an agent firm’s marketing processes, provides Customer with after-sales service – tax refund, which gives the opportunity to considerably expand marketing contact with customers and to receive feedback;
    • For carrying out transactions in Refund Office application, a fee is withhold from Merchant;
    • Merchant receives a revenue from tax refunding to Customer;
    • Merchant’s refund rate is set individually. It is possible to set a differential refund calculation formula;
    • Merchant’s logotype and contact information can be seen on TF forms and order printouts.

2 FCSP (full cycle service provider) method

  • Tax Free service is provided by CITYrefund enterprise. In this case Merchant uses Refund Office only in order to complete and issue TF receipt to Customer;
  • CITYrefund TFS (Tax Free Shopping) do not withhold a fee from Merchant for FCSP service in Refund Office system – this service is free of charge;
  • Commitment to provide tax refund to clients and to meet all the related processes will be fulfilled by CITYrefund enterprise;
  • Simplified record keeping in Merchant’s accountancy;
  • CITYrefund provides all necessary materials to carry out Tax Free transactions free of charge;
  • CITYrefund negotiates with Merchant for marketing activities to be carried out in order to increase Merchant’s sales to physical persons from third countries or territories.

Refund solutions

  • Refund Office manages 5 different refund methods;
  • Direct payment processing to Customer in Refund Office application environment;
  • Instant in-store cash refund;
  • Credit card processing, real-time data acquisition.

Reporting

  • Search/sorting of TF forms, data archiving, transaction reports, etc.;
  • Reporting is detailed, precise and available at any time.

Frauds and error prevention, data protection

  • Minimized (almost eliminated) possibility of errors when processing Tax Free transactions;
  • Refund Office application uses unique fraud detection solution to detect any incident of fraudulence;
  • All Tax Free forms issued by Refund Office are compliant with all the VAT refunding rules of all countries where we operate.

Data storage, back-up and data safety

  • Once the documents have been processed and refunded, we store them in a digital database and make them available to the merchant or authorities in case of inspections;
  • Backup copies of your data are automatically created every day;
  • While we are using SSL, all the data transfers (transaction data, payment cards data, passwords, etc.) are being encrypted, and thus, application users are secured from a potential hacker attack and data theft;
  • Application is protected against code injections and cross-site scripting attacks.

Live help

  • Refund office live help module provides online and offline support for application users.

Contact us to learn more.

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Refund disbursement options

To ensure ultimate convenience and flexibility to both Customers and Merchants, Refund Office manages 5 different refund methods.

Our convenient refund options include:

2 In-store cash and instant refund

Procedure:

  • Instant refund may be paid out before the goods are exported and Tax Free form is validated by Customs; the refund or deduction of VAT takes place immediately in-store;
  • In-store cash should be paid out after the Tax Free form is export validated.

Advantages:

  • No queuing at refund points;
  • Higher level of customer service.

Requirements:

  • Customer pays a fee for instant refund;
  • No fees for in-store cash;
  • For instant refund credit card guarantee is taken from Customer;
  • For instant refund Customer must return the export validated Tax Free form within 30 days (may vary).

2 Refund transfer to VISA or MASTERCARD holder account

Procedure:

  • After the Tax Free form is export validated, VAT is refunded directly to Customers Visa or MasterCard credit/debit  card.

Advantages:

  • No queuing at refund points;
  • Refund in Customer’s home currency;
  • Refund will be processed within 5 working days from the day we have received all documents, i.e. the original of Tax Free Form approved by customs and the receipts.

Requirements:

  • Customer must have a valid VISA or Mastercard;
  • Payment card number must be written on the Tax Free form;
  • Customer must return the export validated Tax Free form to Refund Office;
  • The converting of currency is performed based on the current exchange rates provided by European Commercial Bank;
  • A fee is withheld for the currency conversion if the local currency is different from the currency in which the Tax Free Form had been issued.

3 Home country cash

Procedure:

  • After the Tax Free form is export validated and Customer arrives in his/her home country, VAT is refunded at convenient locations across the country.

Advantages:

  • No cash fee is withheld from Customer;
  • No credit card guarantee is taken from Customer.

Requirements:

  • Tax Free form must be export validated at the exit point;
  • Customer must return the export validated Tax Free form to Refund Office.

4 SEPA bank transfer

Procedure:

  • After the Tax Free form is export validated, VAT is refunded directly to Customer’s SEPA bank account.

Advantages:

  • No queuing at refund points;
  • Refund in EUR currency;
  • Refund will be processed within 5 working days from the day we have received all documents, i.e. the original of Tax Free Form approved by customs and the receipts.

Requirements:

  • Account number must be written on the Tax Free form;
  • Customer must return the export-validated Tax Free form to Refund Office;
  • The converting of currency is performed based on the current exchange rates provided by European Commercial Bank;
  • A fee is withheld for the currency conversion if the local currency is different from the currency in which the Tax Free Form had been issued.

5 Transfer to PayPal account

Procedure:

  • After the Tax Free form is export validated, VAT is refunded directly to Customer’s PayPal account.

Advantages:

  • No queuing at refund points;
  • Refund in EUR currency;
  • Refund will be processed within 5 working days from the day we have received all documents, i.e. the original of Tax Free Form approved by customs and the receipts.

Requirements:

  • Account address must be written on the Tax Free form;
  • Customer must return the export-validated Tax Free form to Refund Office;
  • The converting of currency, if needed, is performed based on the current exchange rates provided by European Commercial Bank;
  • A fee is withheld for the currency conversion if the local currency is different from the currency in which the Tax Free Form had been issued.