For faster tracking of your Tax Free shopping refund, download our app. Or enter your Tax Free form details below. Do not include any spaces or hyphens - just the numbers and letters only.

 

If you have a query about your tax refund progress, please click here.

 

For Tax Free shopping in the United Arab Emirates, please visit the dedicated UAE website by clicking here.

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For more information, please click here to provide the details from your Tax Free form(s), or email us here


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Each of our Tax Free forms has a unique number - you can usually find it at the top of your form.

 

If you need further help, please use the links below:

 

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We will update your tax refund status once we receive it.

 

If you have queries on the refund status, please provide the details from your Tax Free form(s) on this Tax Free enquiry page.

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If you selected one of the following refund methods, please allow 30 days to receive your refund:

 

  • Credit card
  • Alipay
  • Cheque
  • Bank transfer
  • Ctrip Pass

 

If you do not receive the amount after 30 days, or have any other queries, please contact our customer services team by providing the details from your Tax Free form(s) on this Tax Free enquiry page.

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We're having difficulty processing your Tax Free form - please provide the details from your Tax Free form(s) on this Tax Free enquiry page.



Tax Refund Customer Services

Your refund has been paid!

 

If you selected one of the following refund methods, refunds can take up to 3-5 days to appear on account statements:

 

  • Credit card
  • Alipay
  • Cheque
  • Bank transfer
  • Ctrip Pass

 

If you have queries on the refund status, please provide the details from your Tax Free form(s) on this Tax Free enquiry page.


If you have not been paid after 5 days, please email us at


Learn more about Data Breach Protection

What is Data Breach Protection for Merchants? Why do merchants need it?

Data Breach Protection for Merchants is designed specifically to help merchants meet the significant expenses resulting from a suspected or actual breach of credit card data. Depending on the severity of the breach, these expenses can include the costs for a forensic audit, replacement of compromised cards, and compliance fines—costs that can easily reach $25,000 to $50,000 for Level 4 merchants. In other words, costs that are more than enough to shut down a small business.

 

What are the coverage amounts?

The basic coverage provides $50,000 coverage per merchant account per year. The insurance coverage is provided through Panoptic Security.

 

Is there any deductible?

No. There is never any deductible.

 

Can any merchant qualify for this protection?

Any Level 2, 3, and 4 merchant that maintains a merchant account with Planet is eligible for coverage as long as they have not had a previous data breach. If a Level 2, 3, or 4 merchant has had a previous breach—or suffers one while covered—the merchant can become eligible (or re-eligible) for coverage once PCI DSS compliance is verified. Level 1 merchants are not eligible for this coverage.

 

Does a merchant have to be PCI DSS compliant to be eligible for coverage?

No. However, we highly recommend that all merchants comply with PCI DSS. Planet and Panoptic will work with you to create a program designed to help drive your merchants toward compliance. However, it is important to remember that a merchant that has been breached must become compliant before that merchant can enter (or re- enter) the program.

 

Most Level 3 and Level 4 merchants aren’t really breached that often, are they?

Absolutely they are! In fact, Visa reports that Level 4 merchants have been the source of 80% of identified data compromises since 2005. It makes sense—Level 3 and 4 merchants are more likely to have faulty or non-existent business procedures that prevent employee access to confidential data, leading to a much greater likelihood of data theft.

 

What’s more, recent studies by leading security vendors have shown that Level 4 merchants have the highest risk of having data stored on their POS software without their knowledge. Jennifer Fischer, Visa’s senior business leader, payment system security compliance, confirms, “Visa continues to see small merchants most frequently targeted by hackers.”

 

What about merchants that don’t store magnetic strip data? Can they be breached?

Yes! While it’s true that merchants storing magnetic strip data are particularly vulnerable, any merchant can be breached. Risks all merchants face include missing or outdated security patches, use of vendor-supplied default settings and passwords, SQL injections by hackers, unnecessary and vulnerable services on their servers, poor business practices that allow physical access to cardholder data, physical losses resulting from employee dishonesty or third- party theft, and simple employee negligence or error.

 

I am PCI DSS compliant, I can’t be breached, can I?

Yes, you can! Although it makes a breach less likely, PCI DSS compliance is not a guarantee that a breach won’t occur.

 

Any system that relies on people-run processes is vulnerable to breach, whether through deliberate employee wrongdoing or an unintentional—but inevitable—human error. That’s why sections 7 and 9 of PCI DSS focus on business systems and processes, not technology systems and processes.

 

What’s more, PCI DSS compliance is only a periodic measurement at a point in time. Between measurements, a breach can occur at any time: for example, when networking equipment or a keylogger is installed or when a new employee is hired without a background check.

 

How can a merchant submit a claim?

A merchant only has to complete three easy steps to submit a claim: (1) fill out an online claim form by following the easy-to-use link in the Panoptic merchant portal, (2) upload or fax the notice from the acquiring bank that stipulates there has been a suspected or actual breach at the merchant’s location and choose an authorised, qualified security assessor, and (3) when the forensic audit is complete, upload or fax a copy of the assessor’s invoice. That’s it!

 

If a merchant has a claim for card replacement costs and related expenses and/or assessments and fines, they simply upload or fax a copy of the demand for payment.

 

How soon do merchants receive their reimbursements?

Within 30 days of submitting a claim, assuming all documents are in order.

Learn more about protecting yourself from data breaches.

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