VAT, GST, and HST FAQ

About This Article

This information is intended for customers located outside the United States. If you need to update your agency's Tax ID information, please refer to the dedicated article for that process.

General VAT/GST/HST Questions

Why is the CRM charging me VAT/GST/HST?

The CRM applies Value Added Tax (VAT), Goods and Services Tax (GST), or Harmonized Sales Tax (HST) to comply with international tax laws. Whether you are charged tax depends on the regulations in your jurisdiction. In most cases, you will only be charged if you have not provided a valid Tax ID number in your billing profile. However, some jurisdictions require that tax be charged to all customers, even those who have provided a Tax ID. These jurisdictions include Mexico, Switzerland, South Africa, Malaysia, Indonesia, Serbia, and certain Canadian provinces.

When will tax charges begin appearing on my invoices?

The specific start date may vary by jurisdiction, but you can generally expect to see VAT/GST/HST charges added to your invoices starting in early 2025.

Is VAT/GST/HST being charged to all international customers?

The CRM will charge these taxes wherever they are legally required. There are some exceptions. For example, tax will not be collected if your country does not require taxation on sales to registered businesses and you have provided a valid Tax ID number in your billing profile. The CRM may also determine that tax is not applicable to a specific transaction. Please be aware that tax laws can change, which may affect whether tax is applied and the amount charged.

Questions About Your Tax ID and Charges

I provided my Tax ID number. Why am I still being charged tax?

You are being charged because the tax regulations in your country require it for all customers, including business customers who have provided a Tax ID. As mentioned, this applies to countries such as South Africa, Mexico, Switzerland, Serbia, Malaysia, Indonesia, and some Canadian provinces.

I tried to add my Tax ID number but received an error. What should I do?

If you encounter an error while trying to enter your Tax ID, please contact our support team by sending an email to vat-tax@CRM.com.

I previously selected "I don't have a Tax ID number" but have now obtained one. How do I update my profile?

You can update your billing information by navigating to your profile settings and selecting the billing section. From there, you can edit your payment details to add your Tax ID number.

I previously said I didn't have a Tax ID and was charged tax, but I have since found my number. Can I get a refund for the tax I already paid?

Requests for refunds of previously paid taxes will be reviewed on a case-by-case basis. To inquire about a refund, please email vat-tax@CRM.com.

Further Assistance

If you have questions about the tax itself or whether it applies to your situation, we recommend consulting with your company's tax advisor. For any other questions related to tax charges on your CRM account, you can email vat-tax@CRM.com.