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


customerservices@planetpayment.com

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Track my refund

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:

 

We have not received a qualifying Tax Free form for your VAT refund, and as a result we will / have debited your account according to the Terms and Conditions that you signed when receiving the refund in cash. 

For additional information please refer to: https://www.planetpayment.com/en/shoppers/charges/

If you 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 .

Your Tax Free form has been received successfully and we're processing your refund.  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.

We are waiting to receive your stamped Tax Free form.

Please ensure you have sent us the original stamped Tax Free form to one of our offices. Full list of our country offices available here: https://www.planetpayment.com/en/contact-us/

If you have sent your Tax Free form recently, please allow up to 30 days for the process to be completed.

If you 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 .

We have issues processing your Tax Free form, please contact our Customer Support team by providing the details from your Tax Free form(s) on this Tax Free enquiry page .

We have received your qualifying Tax Free form and recredited your account.  Please note that recredits may be subject to additional fees.

If you 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 .

 

We have received your Tax free form and paid your refund by one of the following refund methods:

  • Cash
  • Alipay instant refund
  • WeChat instant refund

The refunding process is now complete.

If you 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 .

 

We have paid your refund by one of the following refund methods:

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


Please allow up to 10 working days for the refund to appear on your account. If you 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 .

 

We have received your Tax Free form and the refunding process is now complete.

Your refund amount was deducted from the original purchase amount at the time of purchase in the store.

If you 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 .

 

Merchant questions answered

1

Who can apply to join the Tourist Refund Scheme (TRS) with Planet Tax Free?

Any merchant registered with FTA with up to date VAT filings, who sells eligible goods to tourists which can be exported with them at the time of their departure from the UAE.

2

What type of goods or services are eligible for TRS?

No services are eligible for a VAT refund. All goods outside of F&B are eligible as long as they remain in their original packaging and are not fully or partially consumed. Goods must be physically present with the tourist when leaving the country. Shipped or couriered goods will not be eligible for VAT refunds.

3

Does Planet have any subscription or service charges to join the TRS?

No. The services provided by Planet are at no cost to the merchants; however, they are required to submit a form of collateral (such as a security cheque, bank guarantee, etc.) in favor of Planet Tax Free LLC at the time of registration. The amount of collateral will be decided by Planet based on its assessment of the merchant’s profile.

4

Who do I contact if I have any queries on registration?

You may contact us via email at Merchants@planetpayment.com, or alternatively you may call our Customer Happiness Centre on +971 4 586 4700.

5

How can the merchant make changes to his registration?

After you have completed your initial registration application, you will be sent a link to the registered email address. Click on this link to make changes or amendments to your registration after you have submitted it. Alternatively, you may reach out to Merchants@planetpayment.com mentioning your TRN number for further assistance.

6

How long does registration take from the time of uploading all the documents and providing the security cheque?

After successfully uploading all documents, Planet will run an AECB Credit Check and thereafter, seek FTA approval. The process will take 3 to 5 working days after we have obtained FTA’s approval to register your TRN for the TRS.

7

The signatory is unavailable to sign the documents, how do I proceed?

In the absence of a signatory, any individual with authorized Power Of Attorney can sign on his/her behalf. You will need to upload the POA duly stamped by Dubai Courts or the relevant authorities in UAE.

8

What if my AECB report is unsatisfactory?

Planet will request proof of clearance of bounced cheques to proceed with the registration.

9

What is the merchant’s next step in case registration is rejected by FTA for a reason "didn't file return yet"?

Please notify Planet as soon as return is filed with FTA and your registration will be resent for approval.

10

Registration was rejected due to outstanding with FTA, what does the merchant do next?

Merchant has to provide proof of clearance of outstanding (VAT payments as well as penalties, if any) with FTA and request to seek approval from FTA for registration once again.

11

What is the purpose of providing a collateral?

As you are aware, Planet Tax Free LLC honors the VAT refund claims made by your customers after which such transactions are invoiced to you in the relevant billing cycle. As a result, such advance payments may be considered as a form of credit extended to you by Planet Tax Free LLC, albeit for a short duration. The requirement of an undated security cheque or bank guarantee made out to Planet Tax Free LLC which will be held as collateral against such a credit facility.

12

I no longer wish to be a part of TRS, how do I cancel my registration?

Incase you wish to cancel your registration, please send an email to Merchants@planetpayment.com mentioning your TRN number in the subject for further assistance on cancellation.

13

How will I know if my registration is complete?

You will receive an official notification on your registered email address upon a successful registration.

14

Does a merchant need to pay FTA or Planet for the VAT Refunds?

For every refund paid to the tourists, Planet Tax Free LLC will invoice your registered TRN for the relevant VAT amount(s) which is to be paid to Planet. All unclaimed VAT refunds will be paid to FTA.

15

What is the billing cycle for invoices sent by Planet?

Planet will send you invoices every fifteen days for every processed refund. Due date is 15 days from the invoice generation date.

16

What do I receive from Planet after I have been registered, will I be trained on the TRS?

A welcome kit will be provided for each of your registered stores. On successful registrations, an online training link is shared for each store that explains the VAT refund process.

17

Can I get an in-store training as well?

Once you have successfully completed the online training and still wish to receive an in- store training, you may reach out to our Customer Happiness Centre who forward your request to the relevant team.

18

After a successful registration can I add more stores?

Yes, if the store is registered under the same TRN you may send a request to Merchants@planetpayment.com along with a copy of the trade license.

To register for Tax Free shopping, please visit our merchant portal

Merchant Registration

If you have any further queries about the Tourist Refund Scheme, please get in touch

Contact us

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