Remove GST from invoice

[St_Marys_Farm]

We are a GST registered business but some of our products do not attract GST.  I have set the sale items up that do not attract GST to have no GST  applicable however when I run my invoice the invoice states that the total amount is inclusive of an amount of GST.  How do I stop my invoices adding the GST component when the specific items are not GST applicable?

[Seamus]

Hi @St_Marys_Farm,

So I can get a bit more context into how things are currently appearing, are you able to upload a screenshot of how this is currently broken down on a receipt? GST should apply to items that include GST, but not those that don't. 

[cto]

We are having issues that the GST amount is not showing up on our invoices. This was fixed 2 days a ago and today the problem re occurs. Your support staff are hopeless. There is no escalation point for customer who are having this issue. If this is not fixed i am going to the ACCC and the ATO.

[cto]

When did yo guys notice this started happening?

[St_Marys_Farm]

Hi CTO. We have actually fixed our problem and it turned out to be user error on our behalf. I think you probably need to start your own thread for your issues as they don’t appear to be the same as what we encountered. Thanks for responding though. We are very happy with the service so far. 

[Laurie_]

We're glad to hear this issue is now resolved, @St_Marys_Farm, always reach out to us if you need us!

Thanks for touching base with us, @cto, and sorry to hear you're running into these issues enabling GST on specific items using Square Invoices.

Taxes can be turned on/off on the item level when you are creating your invoice. Once you have added an item to your invoice, you can select Customize next to the item to adjust tax options. If you would like your taxes to automatically apply to specific items, you can do so from your Sales Taxes page within your Dashboard and ensure you have applied your tax rule to applicable items.

If you have completed the above steps and you are still not seeing GST displayed on your invoices, please include some screenshots of examples in your reply so that we can better assist you.

Regarding support options, if you have reached out to our team and received messaging support and this team has been unable to resolve your issue, they will be able to escalate your case to our phone-based support team as required. 

[cto]

I have followed all of Square's support instruction when setting this up last year. The issue is the changes are being made everyday and not by us.

Your reply is useless.

Square does not investigate issues all you guys do is send out standard user instructions.

if you took the time to investigate what was happening you may actually find you have an issue.

[Laurie_]

I can appreciate your frustration here, @cto.

There are a handful of issues that can be difficult to troubleshoot via the public Seller Community platform, given we're unable to access your Square Account or exchange personal information to assess your settings and how you have created your sales taxes.

In these cases, it's often easier to reach out directly to our Support Team so that they may troubleshoot the issue in real-time. I've gone ahead and sent through some steps to help you reach out to our messaging and phone teams in response to your other posts. Both teams are available until 5 pm Melbourne time today, so I'm hoping this will give you plenty of time to reach out for further assistance here. 

For reference, see the contact information below:

You can call support on 1800 760 137 (Mon - Fri, 9 am - 5 pm Melbourne time), or contact us via online chat or email. See the below steps.

1. Sign in to your Square account

2. Head to our contact page https://squ.re/3AWfZs2

3. Go to "Other", then "I don't see my issue"

4. Click "Message us", "Email us" or "Call Us"

Or, if you see the new chatbot help flow, type “support” to bring up a list of contact methods.