Who is this for?
StoreHub merchants managing daily sales, cancellations, and refunds who need to ensure their e-invoice transactions are compliant with LHDN requirements.
Overview
This guide will show you how to handle the day-to-day tasks of e-invoicing: giving e-invoices to your customers, and correctly processing any cancellations or refunds. You'll learn how to issue e-invoice QR codes, understand the buyer's request process, and manage transaction adjustments while adhering to LHDN's rules.
Before You Begin
You have already completed the full e-invoice setup in your StoreHub BackOffice.
Your e-invoice settings are active in both the LHDN MyInvois portal and your StoreHub BackOffice.
Your company profile is validated, and your stores are assigned to it.
Your StoreHub POS app is updated to the latest version.
Step-by-Step Guide
Issue e-Invoices to Your Customers
You have several simple options to provide your customer with a way to request their e-invoice right at your counter or through digital channels.
Automatically Print e-Invoice QR Code on Receipts (Recommended)
This feature automatically prints the e-invoice QR code at the bottom of your full receipt after every sale. This setting must be enabled first.
Note:
This setting is turned off by default.
1. On your StoreHub POS app, go to 'Settings'.
2. Tap on 'Printer', then select 'Receipt Settings'.
3. Look for the option 'Print e-Invoice QR Code On Receipts'.
4. Turn on this setting to automatically include the QR code on all printed receipts.
Manually Print e-Invoice QR Code After Payment
If you do not use the automatic printing feature, you can print a separate QR code slip right at your counter immediately after a sale.
1. When you complete a sale, the payment success screen will pop up.
2. Tap the button that says 'Print e-Invoice QR Code'. Your receipt printer will print a small slip with a unique QR code on it.
Send e-Invoice Request via Email Receipt
Instead of printing, you can email the customer a digital receipt that contains a clickable link to request their e-invoice.
1. On the payment success screen, enter the customer’s email address in the provided field.
2. Tap 'Send'. The customer will receive an email with a link to request their e-invoice.
Note:
If a payment option is excluded from e-Invoicing in BackOffice settings, this option won't be available and no QR code will appear on the receipt.
Manually Print e-Invoice QR Code From the Transactions Page
If a customer requests an e-invoice later, you can print the QR code from the transaction history.
1. From the main menu on your POS, tap 'Transactions'.
2. In the 'Register' tab, find the correct sale and tap on it to view the details.
3. Tap the '...' menu icon at the top right of the screen and choose 'Print e-Invoice QR Code'.
Upon successful completion of these steps, the docket will be printed and given to the consumer.
How Your Customers Request Their e-Invoice
Buyers can request their e-Invoice in three main ways after receiving the QR code or email link:
1. From a POS Printed QR Docket: They scan the QR code on the printed receipt.
2. From the Beep App Orders: If they ordered via Beep, they can request it directly from their order details page in the Beep app.
3. From the Webstore: If they purchased through your Webstore, they can request it from the checkout page or a link in their Webstore fulfillment email.
Webstore Page | Webstore Email |
Regardless of the method, they must complete the e-invoice request form:
1. Select 'Request e-Invoice' in the e-Invoice Request page
2. Choose to claim as Malaysian, non-Malaysian, or Business
3. Enter required details (TIN/NRIC/BRN, name, etc.)
Understand the Buyer's e-Invoice Status
After the buyer submits their request, a status screen will tell them what's happening with their e-invoice.
1. Validated:
This is a success! It means LHDN has approved the e-invoice. Your customer can now tap a button to view the official document.
Buyers can view their e-Invoice or check its status directly on the LHDN MyInvois portal.
View on e-Invoice | View on LHDN |
2. Incorrect Information / Rejected:
If there was a mistake in the details the buyer entered, they will see an error message. They will need to fix their information and submit the form again.
3. Cancelled:
This status means you, the merchant, have successfully canceled the e-invoice in the system.
View on e-Invoice | View on LHDN |
Cancel an e-Invoice Transaction (within 72 hours)
Important Notes:
This is the most important rule from LHDN to remember:
The 72-Hour Rule:
You can only CANCEL an e-invoice if it's within 72 hours of being validated by LHDN.
If it has been more than 72 hours, you can no longer cancel it. Instead, you must process a REFUND, which creates a 'Credit Note' e-invoice to correctly adjust the sale with LHDN.
Cancel via StoreHub POS
1. On the POS register, go to the 'Transactions' page and tap 'Register'.
2. Locate the transaction you want to cancel.
3. Tap 'Cancel Transaction'.
4. If successful, the e-Invoice status will be updated to 'Cancelled' in the 'History' tab.
Cancel via StoreHub BackOffice
1. In your StoreHub BackOffice, open the 'Offline Transactions' page.
2. Select the transaction you wish to cancel. Click 'Cancel Transaction'.
3. Type 'CANCEL' in the confirmation field and click 'Confirm'.
If successful, the e-invoice status will be updated to 'Cancelled'.
Handle e-Invoice Cancellation Rejections by LHDN
If LHDN rejects your cancellation request or does not respond, an error message will appear telling you the reason.
On POS
There are three common situations where LHDN may reject or not respond to your cancellation requests:
The e-Invoice validation exceeded 72 hours.
An unexpected error occurred on the LHDN portal.
The e-Invoice has already been consolidated and submitted to LHDN.
In BackOffice
If the order is rejected by LHDN for cancellation, you are not allowed to cancel from the BackOffice.
The reasons for rejection are the same as on the POS:
The e-Invoice validation exceeded 72 hours.
An unexpected error occurred on the LHDN portal.
The e-Invoice has been consolidated and submitted to LHDN.
Note:
If a cancellation is rejected, you must process a refund instead to issue a 'Credit Note' e-invoice, which is the correct way to adjust transactions after the 72-hour window.
Refund e-Invoice Transactions on POS
When you issue a refund, StoreHub automatically creates the official 'Credit Note' e-invoice that LHDN requires. This is the correct procedure for adjustments after the 72-hour cancellation window or for partial refunds.
1. Open the transaction you wish to refund on your POS and tap 'Issue Refund'.
2. Select the specific items you want to refund.
3. Click on the payment method for the refund (e.g., 'Cash', 'Card').
4. Choose a refund reason from the list and tap 'Confirm'.
5. Once validated, a 'Credit Note' e-Invoice will be issued and shown in the 'History' tab for that transaction.
Handle Refund Sync Issues with LHDN
If LHDN rejects or doesn’t respond to a refund request:
An error message will appear on your POS.
The refund will be recorded in StoreHub but not synced to LHDN.
To stay compliant, you must manually issue a 'Credit Note' via the LHDN MyInvois portal for these transactions.
Troubleshooting
Issue | Solution |
e-Invoice QR Code Not Printing |
|
Customer Cannot Request e-Invoice (Link/QR Code Not Working) |
|
Cancellation Rejected After 72 Hours |
|
Refund Not Syncing with LHDN |
|
FAQs
1. What does the "Print e-Invoice QR Code On Receipts" feature do?
This feature automatically prints the e-invoice QR code on your full receipts after a sale.
2. Where will the e-Invoice QR code appear on my receipt?
The e-invoice QR code will be printed at the bottom of your full receipt.
3. Do I need to enable the e-Invoice feature first?
Yes, this feature only works if the e-invoice option is already enabled for your business.
4. What types of transactions will StoreHub issue e-Invoices for?
StoreHub will issue e-invoices for sales and refunds. If a POS order is canceled, StoreHub will send a cancellation request to the MyInvois portal to cancel the previously issued e-invoice.
5. How can buyers request an e-Invoice?
Buyers can request an e-invoice by:
Scanning a printed QR code on a physical docket from the POS Register; or
By clicking a link provided in their email receipt.
6. How will StoreHub handle refunds and cancellations for e-Invoices?
Merchants should process refunds/cancellations using StoreHub's refund function to ensure accurate e-invoice status in both StoreHub and the MyInvois Portal. StoreHub does not handle requests started from the MyInvois portal. Manual refunds are allowed. If a refund fails to sync, you will need to create a Credit Note in MyInvois to avoid differences. Offline order cancellations must be done within the same day or shift.
7. What is the LHDN's rule for e-Invoice cancellations?
LHDN allows cancellation of e-invoices within 72 hours. If a seller wants to make a change after 72 hours, they can issue a new credit note e-invoice by creating a refund through the POS Register.
8. What is the timeframe to issue e-Invoice adjustments (i.e., credit note) after the 72-hour validation period?
You can issue credit notes at any time after the 72-hour validation period there is no deadline. Unlike cancellations (which must be done within 72 hours and completely nullify the invoice), issuing a credit note is treated as an adjustment. This means the original invoice remains in your records, while the credit note acts as a separate transaction (similar to a refund) to adjust the amount.
9. How will StoreHub handle consolidated e-Invoices?
StoreHub will send consolidated e-invoices for all transactions that have not yet had an e-invoice, three calendar days after the month-end. Merchants must declare their industry/activity in BackOffice Store Settings, as some industries are not allowed to consolidate e-invoices and need more mandatory buyer information.
10. How can I identify which transactions have an e-invoice issued?
You can identify them by checking the e-Invoice Type, which shows if a transaction has an e-invoice and what kind it is.
Individual e-Invoice: Issued when a customer specifically asks for one.
Consolidated e-Invoice: Automatically submitted by StoreHub at the start of the following month.
You'll find this in:
The Transaction Details page
The Returns Details page
The Transactions listing (as a separate column)
CSV exports (next to the e-Invoice External Ref ID).
11. Will we be able to see a summary of which transactions were consolidated?
Yes, you may download a CSV export of all your month's transactions on the Transactions page in BackOffice.
The export now includes an e-Invoice Type column showing:
"Individual" for customer-requested e-invoices
"Consolidated" for batch-submitted e-invoices
12. When should I download this summary file?
You should only download the summary file on the 8th of the new month. StoreHub starts consolidating your entire month's e-invoices on the 3rd and may take up to 5 days to complete.
13. What will I see in the summary file?
The e-Invoice Status column will display one of the following statuses:
"Valid" - successfully validated
"Invalid" - incorrect information
"Cancelled" - the e-invoice has been canceled
"Empty" - the e-invoice is not submitted
14. How can I tell if an e-Invoice was individually requested or part of a consolidation?
You can check the e-Invoice Type field:
1. In Transaction Details:
"Individual" shows when a customer specifically requests one
"Consolidated" shows for automatically batched submissions
2. In CSV Exports:
A dedicated column identifies each type.
3. In MyInvois Portal:
The External Reference ID in StoreHub BackOffice will match the one in MyInvois portal.
A Consolidated e-Invoice document will list all transactions.
Individual e-invoices show full details of the original transaction.
This helps:
Reconcile your records
Clarifies which transactions were customer-requested vs system-processed
Maintains accurate audit trails for tax
Need Help?
Contact StoreHub Support via live chat in your StoreHub app or email [email protected].
Was this article helpful?
Let us know below or contact support for further assistance.