Help and support
Write to support@larchline.co. In German or in English, whichever you prefer.
We answer within 24 hours. If something in the app has to change for it, we say so and we come back to you once it is there.
What to send
Three things make an answer fast:
Your store address, the one that ends in myshopify.com.
The month and, if there is a file already, its checksum.
What you expected and what the app showed instead. A screenshot is enough.
Before you write
The answer may already be here:
What is in the file? A closed month's sales and refunds, as a booking batch in DATEV format in one CSV file. Each line is a booking record with the amount, debit or credit, account and contra account, tax key, date and order number. It also carries a short text such as "Bestellung #1001", and on Pro the cost centre. No name, address, email address or VAT number of your customers is in it.
How does the file reach my tax adviser? You download it on the month's page and pass it on. On the Pro plan your tax adviser can also fetch the file through a link you make and send them. The link works only for that month, for 30 days and no later than the 60th day after the 1st of the month. It stops working when you withdraw it, open the month again or leave the Pro plan.
What do I need before the first export? Four details from your tax adviser: the consultant number (Beraternummer), the client number (Mandantennummer), the start of the fiscal year and the account length. The app writes them into the header of every file. You also pick SKR03 or SKR04 in the settings. If you are not sure which one, ask your tax adviser.
I am a small business under § 19 UStG. What do I set? Turn on the small business rule in the settings if your store charges no VAT. Every sale is then booked as small business revenue. You have to set this yourself: no order tells the app.
Which months can I export? Every month that is over and that the app is allowed to read. It reads the orders of the last 60 days. For older months it makes no file and shows no figures. The month list says which months those are. The Free plan holds one closed month at a time: open it again and you can close another.
Why do the figures differ from my store? The month's page names every order that is not booked, with the reason. Those are, for example, orders cancelled and never paid, orders in another currency than the batch, and returns where no money went back. Compare the completeness line with the finance summary in your Shopify admin before you hand the file on.
Rows with no account: For some cases, such as sales charged at another EU country's VAT rate (One Stop Shop) and tax-free sales, the app suggests no account, because the right one depends on your case. Ask your tax adviser and enter their account in the account mapping. Until then the app makes no file, and the completeness line names the rows that are waiting.
Something changed after you closed the month: The app tells you on the month's page. Open the month again and close it once more, so the file holds the new figures. The file you already downloaded stays with you.
Does the app send the bookings to my accounting tool? No. The app connects to no accounting tool. It sends nothing to DATEV and uploads nothing: you get a file and you pass it on. If your bookkeeping runs inside a tool and you want the bookings to land there by themselves, this app is not the tool for that.
Are Shopify Payments payouts in the file? No, Shopify Payments payouts and fees are not in the file. Neither are receipts or invoice PDFs, open items, early payment discounts, bank reconciliation, a debtor account per customer or batches in Swiss francs. Cost centres come only with the Pro plan, and only per product type.
Tax questions: The app is not tax advice. Which accounts and which tax keys your business needs is a question for your tax adviser.
What happens to my data when I uninstall? You uninstall the app in your Shopify admin. We delete the access token, the email address Shopify holds for your store and every link for your tax adviser at once. Everything else we keep about your store we delete when Shopify sends us the deletion notice, 48 hours after the uninstall. The one exception is the record that a Shopify notification was handled, which we delete within 30 days of the uninstall. The files you downloaded stay with you.
Guides
If a file is wrong
First check your details in the settings and the accounts in the account mapping. Then open the month again, close it once more and download the new file. If it is still not right, write to us with the month and the file's checksum, and we will look into it.
Data and privacy
The app stores your store's address, an access token from Shopify and the permissions you granted. It adds your booking settings and your account mapping, a record of every closed month with its counts and sums, a record of every file with its checksum, and each month's history. For every link for your tax adviser it stores a checksum of the link's key, never the link itself. It also stores the email address Shopify holds for your store, so we can send you notices about the app. We do not store the file itself. The app does not read your customers' names, addresses or email addresses. The app runs on Google Cloud servers in Belgium, where its database is kept, with the backups in the EU. The privacy policy says it in full. For the processing we do on your behalf there is the data processing agreement.