Invoice & Order FAQ
Will it be available to receive tax invoice?
If you select the email address for tax invoice when you order products, tax invoice will be sent by TrusBill.
How can I receive tax invoice?
An e-tax invoice is automatically sent to the e-mail address registered in the customer account in the morning of the next business day after the product is shipped. The issued tax invoice can be checked through TrusBill, and upon request, it can be resent by e-mail, but it cannot be cancelled or revised.
I would like to change email address/phone number for tax invoice.
If you want to change email address/phone number, please submit <Customer Information Change Request Form>.
Is it available to resend the tax invoice?
An e-tax invoice is automatically sent after the product is shipped. The issued tax invoice can be checked through TrusBill and if request, it can be resent by e-mail but it cannot be cancelled or revised.
I would like to add a tax invoice item (recipient).
If you want to add a tax invoice item (recipient), please attach the business registration certificate of the organization you want to add as a tax invoice item to the Customer Information Change Request Form and submit it.
Is it available to change the date which tax invoice was issued?
Please note that tax invoice can be issued only on the actual transaction date in accordance with the Value-Added Tax Act. Please understand that it is difficult to change the date arbitrarily.
Is it available to change the recipient name on tax invoice?
The recipient of the tax invoice is being issued to the recipient who confirmed the order when ordering. We ask for your understanding of the difficulty in making any changes, and please select the correct supplier when ordering. If you have any related inquiries, please send an email to sakr.bill@merckgroup.com.
Is it available to cancel the tax invoice which is issued?
Tax invoice is mandatory for all transactions in accordance with the Value-Added Tax Act. Please understand that it is difficult to cancel the tax invoice issued after the transaction.
How can I pay?
Shipment will be made if you make a deposit in advance to the virtual account assigned to. Payment can be made by bank transfer or credit card through the website.
Is it available to pay by card?
Card payment is possible on our website. After logging in to the website, please go to Orders, select a tax invoice issuer and date in the credit card payment section, and then inquire and pay.
If I am a pre-pay customer, when is the deposit deadline?
If you pay by 3PM, products will be shipped on the same day.
How can I check my virtual account number?
The IBK virtual account number for each customer is listed on the payment request form or tax invoice.
How can I get copy of my virtual account bankbook?
Virtual account number is listed on the payment request document or tax invoice. Please request the copy of your virtual account bankbook to sakr.bill@merckgroup.com.
Currently I am registered as a prepayment condition. Is it possible to proceed post-payment condition?
It is difficult to change the basic payment terms, but if it is absolutely necessary, please contact the customer support team separately.
How can I register the log in account?
Where can I find unpaid list?
After logging in to the website with the ID you paid for, please go to Orders and check the credit card payment.
Where can I find credit card payment list?
After logging in to the website with the ID you paid for, please go to Orders and check the credit card payment list with selecting date.
Where can I print credit card receipt?
After logging in to the website with the ID you paid for, please go to Orders and check the credit card payment list with selecting date. Then click OK.
I would like to receive business registration certificate.
Please request to sakr@merckgroup.com or sakr.bill@merckgroup.com.
How can I check payment terms?
The payment terms for the order are listed in the order confirmation and transaction statement. Please proceed with the payment in accordance with the terms of prepayment or post-payment.
When will the prepayment request be issued?
After the product you ordered is ready for shipment, it will be sent to the representative email registered in your account.
I would like to receive payment request document again.
Please request to sakr@merckgroup.com or sakr.bill@merckgroup.com.
How can I cancel card payment?
If you request to sakr.bill@merckgroup.com with the card payment information which you want to cancel, we will review and proceed the cancellation.
How do I get my money back if my deposit is an error or mistake?
Please fill out the <Refund Request Form> together with your deposit details and a copy of your bankbook and send it to sakr@merckgroup.com.
Payment error/failure is occurred.
If you send your inquiries to sakr.bill@merckgroup.com, we will help you to check the reason of payment error/failure.
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