Email:support@shipanvil.com Response time: within 24 hours on business days
(Mon–Fri, Central European Time). Support in English and French.
Before you write
Most questions are answered by the in-app Help page (InvoicePilot →
Help in your Shopify admin): how the legal numbering works, how to
collect your customers' VAT numbers, what each plan includes, and what
is printed on a document.
To help us help you faster
Your .myshopify.com domain (we cannot look anything
up without it).
The invoice or credit-note number concerned (e.g.
INV-00042), or the order name (e.g.
#1042).
What you expected, and what happened instead.
A screenshot if the issue is visual.
Common quick fixes
An order was not invoiced — invoices are created
when the order is marked paid; pending or unpaid orders
are not invoiced. On the Free tier, only the first 15 orders of
each month are invoiced.
The buyer's VAT number is missing — Shopify's
checkout has no VAT field; add a cart-attribute field to your
theme (step-by-step instructions on the in-app Help page).
The number prefix cannot be changed — a legal
series locks once its first document is issued; that is by
design, a sequence must stay continuous.
Wrong company details on an invoice — issued
documents are immutable snapshots. Fix Settings for the future,
and correct a wrong invoice with a refund → credit note.
Feature requests & bugs
Both are welcome at the same address — feature requests genuinely
shape the roadmap, and confirmed bugs are prioritized ahead of any
feature work.