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General Information

1. What is an e-Invoice?
An e-Invoice is a digital representation of a transaction between supplier and buyer which contains all relevant data fields required by the Inland Revenue Board Malaysia (“IRBM”). 

An e-Invoice will replace paper or electronic documents such as invoices, credit notes and debit notes.

2. What is a validated e-Invoice?

It is an e-Invoice that has been validated by IRBM. A QR code will be generated by IRBM which may be used to validate the existence and status of the e-Invoice via IRBM’s MYInvois Portal.

3. What is a visual representation?

Visual representation is the format where a validated e-Invoice is presented to users (e.g. PDF).

4. Who is entitled to receive an e-Invoice?
Any Shopee user who completes a transaction for insurance products on the platform is entitled to receive an e-Invoice. This is subject to the successful submission of accurate details, including a Tax Identification Number (TIN), NRIC, or passport information, as required.

Requesting an e-Invoice

1. How can I request an e-invoice on the Shopee app?
You can request an e-Invoice through the Policy Details Page by providing all relevant information. Once all mandatory fields are completed and the request is submitted, the e-Invoice will be available on the same page.

2. What happens if I don’t provide a Tax Identification Number (TIN)?
If no TIN is provided, a general TIN will be used to process your request. However, this may limit the issuance of an individual e-Invoice.

3. Can I edit my details after submitting the e-Invoice request?
No, once the request is submitted, details cannot be edited. Please ensure all information is accurate before submission.

4. What happens if I surrender my policy before requesting an e-Invoice?
If a policy is surrendered before an e-Invoice request is made, the system will be unable to generate an invoice. To ensure you receive your e-Invoice, please submit your request while the policy is still active.

Tax Identification Number (TIN) Validation

1. What is Tax Identification Number (TIN)?

The Tax Identification Number (TIN) is a unique identifier issued by the Inland Revenue Board Malaysia (IRBM) to individuals and businesses for tax purposes. While providing a TIN when requesting an e-Invoice is optional, submitting it can help ensure smooth processing of your invoice.

Kindly refer to this IRBM article on TIN for more information.

2. As a Malaysian, what should I input as my Tax Identification Number (TIN) if I am unsure of it?

If you are unsure of your TIN, you can either find it by logging into the MyTax Portal or referring to your tax returns and IRBM correspondence. Alternatively, you can leave the field blank and proceed with your e-Invoice request, as providing a TIN is optional.

3. How do I find my Tax Identification Number (TIN)?

Individuals registered as taxpayers with the Inland Revenue Board Malaysia (IRBM), including Malaysians and certain non-Malaysians, can find their TIN.

You may locate your TIN through the following methods:

● Logging into the MyTax Portal, select the e-Daftar menu, and fill in the relevant details

● Checking your tax returns or correspondence from the IRBM.

● Contacting the IRBM for further assistance.

4. Why did my Tax Identification Number (TIN) validation fail?

TIN validation may fail due to:

• Incorrect or incomplete TIN details.

• A mismatch between TIN and other identifiers (e.g. NRIC ID or AMRY ID).

• Data formatting issues (e.g., extra spaces or special characters).
  
  

5. What should I do if my Tax Identification Number (TIN) validation fails?

Please ensure your submitted details are the information registered in MyTax Portal. If issues persist, contact Customer Support for assistance.

Invoice Issuance

1. When will I receive my e-Invoice?
Invoices are typically issued instantly upon successful submission. However, delays may occur in certain circumstances.

If you have requested an e-Invoice but have not received it, please check the information you submitted to ensure it is accurate and complete. Any incorrect or incomplete details may lead to unsuccessful issuance. You must update your information and resubmit your request by the 2nd day of the following month to ensure timely processing.

2. What is the validity period for users to request an invoice?

Users can request an invoice within the validity period, which is until the 2nd day of the following month from the transaction date. After this period, invoice requests cannot be processed.

3. In what situations will a refund note be issued?
A refund note will be issued in cases of transaction reversals, such as cancellations. It serves as formal documentation of the refunded amount in compliance with regulatory requirements.

4. Can I change the recipient’s name for the e-Invoice?

Motor: 

Invoices are issued under the main insured’s name only.

Travel:

• For single travellers: The invoice is issued under the insured’s name only.

• For multi-travellers: An invoice can be requested for each individual insured in the order. For example, if five individuals are insured under one travel insurance order, up to five invoices can be requested. Sub-travellers can choose to have the invoice issued in the main insured’s name or their own.

Personal Accidents:

Invoices are issued under the main insured’s name only. If a PA order includes multiple insured persons, their names will be listed under "Other Insured Person(s)" on the e-Invoice.

5. How long will the e-Invoice be kept?

The e-Invoices generated are accessible in the app for a period of 12 months from the date of issuance.

6. Which e-Invoice should I refer to if multiple are issued for the same policy?

You should refer to the e-Invoice with the latest issuance date, as it contains the most up-to-date and accurate information.

Customer Support

1. Who should I reach out to if there are queries or concerns related to e-Invoice?

You may reach out to Shopee Customer Service via in-app live agent chat service or Internet Call feature. Alternatively, you may refer to the IRBM website for more information.