Support

Help with Hexloom Tax Exempt, the Shopify app from Hexloom Labs.

Set up in three steps

1. Install the app. The Free plan covers up to 3 approved certificates; the Exempt plan (US$12 a month, 7-day free trial) removes that limit.
2. Send your wholesale buyers the link your-store.com/apps/exempt. The app shows your store's link on its main screen as soon as the app is installed.
3. Review each certificate under Needs review: download the file, then approve or reject it. Approval turns on tax exemption for that customer in Shopify.

What the app does

• Collects certificates from buyers on a page that takes your theme's look.
• Applies the matching Shopify tax exemption to the buyer's customer record when you approve, and removes it when you revoke the certificate or it expires.
• Emails the buyer when the certificate is approved or rejected, 30 days before it expires, and when it expires. Revoking a certificate sends no email.
• Covers US states and Canadian provinces. Shopify has its own exemption code for resale certificates from US states, British Columbia, Manitoba and Saskatchewan and for Canadian status-card and diplomat certificates, and the app applies that code when you approve. For any other certificate, such as a resale certificate from Ontario or Quebec or a non-profit, government or agriculture certificate, the app has no Shopify exemption code mapped for it and asks you to confirm a full exemption yourself before you can approve.

What the app does not do

• It does not check that a certificate is genuine or valid for your product. You decide that when you approve it.
• It does not file or calculate tax, and it is not tax or legal advice. Ask your accountant which certificates you must keep.
• A buyer's tax exemption applies when they check out signed in to the customer account that matches the email on the certificate.

Price and billing

The Free plan costs nothing and allows up to 3 approved certificates at a time; revoking one frees a place. The Exempt plan is US$12 a month after a 7-day free trial, charged by Shopify on your Shopify invoice, with no limit on approved certificates. The free trial applies to a shop's first subscription; if you switch back to Free and start the plan again, billing starts at once with no trial. There is no other fee. If you stay on Free and reach the approval limit, the app will not approve a 4th certificate until you upgrade or revoke one; buyers can still upload until the waiting or storage limit below is reached. The Free plan also holds up to 20 certificates waiting for review and 25 MB of stored files; at either limit buyers cannot upload until you reject waiting certificates, which frees their places and files, or move to the Exempt plan. To cancel the paid plan and keep your certificates and files, press Switch to Free in the Plans panel of the app: you return to Free and your data is kept. The paid plan ends at once and the period already billed is not credited. Uninstalling the app also stops billing, but it deletes all your certificates and files (within about 48 hours). You can cancel during the trial and pay nothing. Uninstalling does not remove tax exemptions already set on customers: remove them in Shopify first if you no longer want them.

Your data

Certificates are stored encrypted and deleted when you uninstall (within about 48 hours) or 90 days after a rejection, revocation or expiry. The file of a rejected certificate is deleted at once. To have a buyer's certificate deleted sooner, write to us. Full details are in the privacy policy.

Common questions

The buyer's page shows an error after they upload a file

The file must be a PDF, JPG or PNG of 5 MB or less. Photos from a phone are often larger: export as PDF or reduce the quality. The error message says which check failed.

A buyer says they were still charged tax

Check that the certificate is under Approved, and that the buyer is signed in with the account whose email is on the certificate. Shopify applies an exemption to the customer account, not to a guest checkout.

I approved a certificate and nothing changed on the customer

Open the customer in Shopify and check the Tax settings. If you find no exemption there, write to us with the customer's email and the time you approved it.