Complaints

This profile includes complaints for Avalara Inc's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• Headquarters Location

  

  Avalara Inc

  906 Alaskan Way # 500 Seattle, WA 98104-1010

  
• 

  Avalara Inc

  21 Robert Pitt Dr Ste 310 Monsey, NY 10952

• 

  Avalara Inc

  6465 Greenwood Plaza Blvd Ste 200 Centennial, CO 80111-4910

  
• 

  Avalara, Inc.

  512 S Mangum St Ste 100 Durham, NC 27701

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:04/29/2026

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am filing this complaint regarding ongoing issues with Avalara related to contract terms, billing, and service delivery.After signing the agreement, I was not informed that an additional paid service was required for the system to function with QuickBooks. It then took nearly two months to receive adequate onboarding support, followed by additional delays before accurate information was provided. During this time, the service was not usable as represented.There is also continued confusion and inconsistency regarding the contract terms, including the number of filings and contract duration. Despite multiple requests, I have not received clear, consistent answers. I have also been repeatedly sent new agreements with unclear terms, which I have declined to sign.I have already paid setup fees for REMOVEDand REMOVEDbut did not receive proper onboarding or a functional service. Despite this, Avalara continues to pursue payment for outstanding invoices.I am requesting the following resolution:* Termination of the agreement without penalty due to misrepresentation and failure to deliver services as sold * Removal of all outstanding invoices * Refund of the setup fees paid * Written confirmation that my account is closed with no remaining balance I have attempted to resolve this directly with Avalara, but the issue remains unresolved.

  

  Business Response

  Date: 05/07/2026

  REMOVED, 
  REMOVEDhidden="true">Thank you for bringing this to our attention. We understand your concerns related to the integration requirements with QuickBooks, the delays in onboarding, and the lack of clear and consistent communication. This is not the experience we aim to provide, and we regret the inconvenience caused. 
  REMOVEDhidden="true">After reviewing your case, we have agreed to honor your request to cancel the agreement without penalty. We appreciate your cooperation in submitting the cancellation form; our team is working to issue credits for outstanding invoices and process refund. 
  REMOVEDhidden="true">We appreciate your patience while we complete these final steps. 

  Customer Answer

  Date: 05/07/2026

   
  Hi BBB, 
  
  I'm satisfied with the business's resolution to complaint ID REMOVED.  
  
  Thank you.
  
  REMOVED

• Initial Complaint

  Date:04/22/2026

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My company, REMOVED(Drink4D), has been billed approximately $5,000 per year by Avalara for services that have not been used since 2023.Avalara was originally connected to our WooCommerce platform, which we discontinued in 2023 when we transitioned to REMOVED. Since that time, Avalara has not processed transactions, filed returns, or provided any active service to our business. At no point in recent years has our company actively engaged, accessed, or utilized Avalaras services.Despite this, Avalara continued to automatically renew and bill our account annually without clear notification, confirmation of service usage, or documented authorization for renewal.We have requested:Proof of service usage Billing authorization records Evidence of renewal notifications Avalara has failed to provide sufficient documentation to justify these charges.We have formally requested cancellation of all services and a refund for the most recent billing period. As of today, Avalara has not resolved the issue.This complaint is being filed due to ongoing billing for unused services and lack of response to a formal demand for resolution.

  

  Business Response

  Date: 04/30/2026

  REMOVED, 
  Thank you for giving us the opportunity to address this. We understand your concerns regarding billing and lack of recent usage. 
  Our review shows your account remained active under a subscription agreement that auto-renewed on December 27, 2025. Per our terms and conditions, subscriptions automatically renew unless canceled prior to the renewal date (REMOVED). We do not have a record of a formal cancellation request submitted before renewal; however, we are happy to review any documentation showing a valid cancellation request submitted prior to that date. 
  Avalaras services are billed based on subscription access, not usage. While your platform changed in 2023, the account remained active and available. 
  Based on these terms, the renewal and charges are valid, and we are unable to issue a refund. We have processed your cancellation for the current term, and the subscription will remain active through December 2026.  

  Customer Answer

  Date: 04/30/2026

   
  Complaint: 24777301
  
  I am rejecting this response because: 
  While Avalara states that the account remained active under an auto-renewing subscription, this does not address the core issue:
  We transitioned off the platform in 2023 and did not use the service thereafter
  A cancellation request was communicated, and there was no clear follow-up or confirmation process provided
  No meaningful service, support, or engagement occurred during the billed period
  Additionally, there was no proactive notification or outreach prior to renewal despite inactivity, which would be expected in good-faith account management for a long-term customer.
  Charging for access alone, without actual service usage or engagement, especially after a platform transition, is not reasonable in this context.
  We are requesting a reconsideration of the charges based on lack of service utilization and prior communication regarding discontinuation.
  If Avalara maintains its position, we will continue to pursue resolution through our financial institution and other available channels.
  This matter remains unresolved.
  Sincerely,
  
  REMOVEDJason REMOVED

  

  Business Response

  Date: 05/06/2026

  Thank you for your continued follow-up. We appreciate the opportunity to provide further clarification on the concerns you've raised. REMOVEDhidden="true">Our review confirms that your account remained active under a subscription agreement that auto-renewed on December 27, 2025, in accordance with Avalaras terms and conditions (REMOVED). While youve indicated that a cancellation request was previously communicated, the documentation provided reflects a cancellation request in April 2026, which is after the December 2025 renewal. We do not have a record of a formal cancellation request submitted through Avalaras standard processes prior to the renewal date. REMOVEDhidden="true">Regarding renewal notification, our records show that a notice was sent in advance of the renewal date to the primary contact on the account REMOVEDon October 28, 2025. For reference, a screenshot of this notification is included with our response. REMOVEDhidden="true">As noted previously, Avalaras services are billed on a subscription basis, which provides continued access to the platform regardless of usage levels. While your business transitioned platforms in 2023, the account remained active and available for use until a formal cancellation was completed. As such, billing continued in line with the agreed terms. REMOVEDhidden="true">Based on the above, the renewal and associated charges remain valid, and we are unable to offer a refund or billing adjustment. As previously noted, your subscription has now been canceled to prevent future renewals, and access will remain available through the end of the current term in December 2026. This matter is considered resolved on our end. 

  Customer Answer

  Date: 05/06/2026

   
  Complaint: 24777301
  
  I am rejecting this response because:         Thank you for the additional clarification.
  However, I disagree with Avalaras characterization that this matter is resolved.
  Your response does not dispute that prior cancellation communications occurred with Avalara representatives in April 2025. Instead, Avalara states only that it has no record of cancellation through its standard processes, which suggests the possibility that customer communications were not properly escalated or processed internally.
  Additionally, Avalara has still not addressed several material concerns previously raised:
  Whether any meaningful tax filing or compliance services were actually performed during the disputed billing periods
  Whether the WooCommerce integration tied to the account had been inactive following our platform migration to REMOVED
  Whether Avalara can provide evidence of actual system usage, filings, or transactional processing supporting the continued charges
  Why the account continued renewing despite prior communications indicating an intent to cancel
  While Avalara references subscription language and an automated renewal notice, continued billing alone does not resolve the underlying issue of whether services were actively rendered or whether prior cancellation efforts were reasonably communicated to Avalara personnel.
  I am again requesting:
  Documentation of actual services performed during the disputed periods
  Usage/activity logs associated with the account
  Copies of all renewal notices and related account correspondence
  Internal notes relating to prior cancellation discussions, including communications referenced by Avalara representatives
  At this time, I do not consider the matter resolved and respectfully request continued BBB review.
  
  Sincerely,
  
  REMOVEDJason REMOVED

• Initial Complaint

  Date:04/21/2026

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I added a TikTok connector to our service. The price displayed on screen (image attached) was $250. The invoice sent was for $275.63 and when I inquired, I was told this was the current price and the website had old information. I want Avalara to honor the pricing displayed on their website, it's not our fault they can't display correct information. We agreed to $250.

  

  Business Response

  Date: 04/30/2026

  REMOVED, 
  
  Thank you for bringing this to our attention. We understand how unexpected costs can be frustrating and apologize for the confusion. 
  
  After review, we confirmed the website reflected outdated pricing at the time of your purchase. To resolve this, we amended your agreement to honor the $250 price. The updated contract has been signed and accepted, fully resolving the disputed $25.63. 
  
  We appreciate the opportunity to address this and have taken steps to prevent similar issues going forward. 

  Customer Answer

  Date: 04/30/2026

   
  Hi BBB, 
  
  I'm satisfied with the business's resolution to complaint ID REMOVED.  
  
  Thank you.
  
  REMOVED

• Initial Complaint

  Date:04/16/2026

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am filing a formal complaint against Avalara for failure to deliver services, lack of communication, and issuance of a disputed backdated invoice.I engaged Avalara after being informed they support integration with both REMOVEDand WooCommerce ERP. I clearly communicated that both integrations were required. However, Avalara only provisioned Zoho Books & did not deliver the full scope of services discussed.Following this, there was a period of approx 90 days, where no onboarding, support, or meaningful communication was provided, despite multiple outreach attempts. During this time, my development team attempted to proceed independently due to the absence of guidance.After eventually reaching a representative, I was sent a contract, which I signed promptly based on urgency. I explicitly communicated that timely action was critical. Despite this, Avalara failed to provide follow-up or implementation support after the contract was executed.Due to continued non-performance, I formally requested termination on Apr 16 am. Only after this request did Avalara respond, citing a personal emergency. This does not account for the extended lack of service before or after contract execution.Most concerning, after my termination request, Avalara issued an invoice via email dated April 16 pm, which was backdated to April 15. This invoice is disputed in full. No services were delivered in accordance with the REMOVEDsummary:Avalara did not deliver the full scope of services No formal onboarding or support was provided No action was taken after contract execution Response occurred only after termination A backdated invoice was issued for services not rendered I am requesting:- Termination without penalty - Cancellation of the invoice in full - Written confirmation that no charges will be made I entered into this agreement in good faith. That expectation was not met. I am seeking formal REMOVEDpptx

  

  Business Response

  Date: 04/27/2026

  REMOVED, 
  
  We understand your concerns regarding service delivery and communication, and we appreciate the opportunity to address them. 
  
  Based on our review, the services included in your agreement for the term December 29, 2025 December 28, 2026 were AvaTax, Managed Returns, and the Zoho Books integration. There is no record indicating that a WooCommerce connector was purchased for this term. We recognize there may be a discrepancy in expectations regarding this integration, and to date, we have not received documentation confirming a purchase. We remain ready to review any information you can provide. 
  
  On April 14, 2026, you requested the addition of the WooCommerce connector, and a quote was subsequently provided and signed. We understand you emphasized the need for timely implementation, and on April 16 your account manager confirmed that an implementation ticket had been submitted to initiate this work. 
  
  Regarding onboarding and support, our records indicate ongoing efforts by Avalara to engage and assist with implementation. However, we acknowledge your experience did not meet expectations. Following your BBB complaint, our Customer Excellence team made multiple attempts to contact you to better understand your concerns and work toward resolution, including emails on April 20 and April 23, and both email and phone outreach on April 24. We have not yet received a response. 
  
  We remain committed to resolving this matter. Please respond to our outreach so we can review your concerns and work toward a fair and timely resolution. 

• Initial Complaint

  Date:04/10/2026

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My previous annual Avalara Bills for the past 4 years were $58-67. On March 31 I had a $541.96 charge from them. This increase in annual fee was not clearly disclosed to me. I have a tiny online business which barely utilizes their service. I have never filed a tax return through them and last year I only had one transaction which required sales tax to be withheld. After cancelling my account immediately, they refuse to offer any kind of refund. Avalara has been extremely unhelpful and I would advise any business to get their tax software elsewhere.

  

  Business Response

  Date: 04/20/2026

  April,
  We acknowledge your concerns regarding the recent charge of $541.96 and appreciate the opportunity to address them.
  After reviewing our records, we confirm that Cerulean Specimen Shells initially entered into a free trial agreement with Avalara in 2021, transitioned into a paid contract in 2024, and renewed again in 2026 under updated pricing. This adjustment was applied in accordance with our Terms and Conditions, specifically Section 7(e) regarding Annual Increases.
  In advance of this renewal, Avalara sent a notification on January 13, 2026, to the email address on file REMOVEDThis communication provided approximately 60 days notice of the upcoming renewal and associated pricing, allowing time to review or cancel the subscription prior to renewal.
  We did not receive a cancellation request prior to your renewal on March 15, 2026. As outlined in the agreement, subscriptions renew automatically unless canceled before the renewal date. Because the cancellation occurred after renewal, the charge of $541.96 (Invoice INV-REMOVED) is valid and consistent with the contractual terms.
  We understand your concerns regarding pricing and usage; however, subscription fees are based on the selected service plan rather than transaction volume.
  Your subscription has now been canceled, and services will remain active through March 16, 2027, the end of the current billing term.
  We appreciate your understanding and remain available to assist with your services.

  Customer Answer

  Date: 04/20/2026

   
  Complaint: REMOVED
  
  I am rejecting this response because:

  I never received an email warning of this massive price increase. I have only received marketing emails. If the price increase was hidden in a marketing email, then that is deceptive. Moreover I cancelled immediately upon seeing the price increase and have disconnected your service from my website. I have made and will make 0 use of the service during this year and have cost Avalara nothing. Forcing a tiny business to pay for an entire year of service that they dont want and cannot afford is immoral. I have never heard of a business that would do such a thing as a matter of course.

  
  Sincerely,
  
  REMOVED

• Initial Complaint

  Date:03/20/2026

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been using Avalara sales tax software through my small business for 4 years now. The last 3 years, this software has costs somewhere around $1,300. This year, my invoice spiked to over $4000 with no change in sales numbers, subscriptions status or anything. They have a contract clause (they tell me) that says I have to cancel the annual subscription within 30 days of it's end or I am locked into whatever they charge me for the year. In fairness i DID miss this, as I was not looking closely at how much the invoice would be. BUT I did not expect it to jump that much. When I contacted them, they told me that I had been getting a 70% discount for my past invoices, but I can find no documentation that this is true, and I believe that this is just predatory over billing on small business owners who don't have time to dispute and or read through every document with close scrutiny. I have canceled my subscription, but it won't take effect until Feb 2027, and I was forced to pay the 2026 subscription or face possibly being taken to collections and having my credit score impacted. At a minimum this company should not have an A+ rating on the BBB. At a minimum, they should have to indicate that there is a discount being applied to their invoices (if that is indeed the case), and at a minimum businesses should know what kind of unethical practices this company is using.

  

  Business Response

  Date: 03/31/2026

  REMOVED,
  REMOVEDhidden="true">Thank you for your feedback. We understand your concern regarding the increase in your annual subscription.
  
  The 2026 invoice reflects the expiration of a previously applied promotional discount, with pricing reverting to the standard contract rate upon renewal. Per the terms of the agreement, subscriptions renew automatically unless canceled prior to the renewal date. As your cancellation request was received after renewal, the current term remains active through February 17, 2027. Your account has been confirmed as canceled at the end of this term. 
  
  We reviewed your request for a refund; however, the charges are consistent with the agreed contract terms, and no adjustment was approved.
  
  We appreciate your feedback and remain available to assist during the remainder of your subscription period.

  Customer Answer

  Date: 04/02/2026

   
  Complaint: 24663515
  
  I am rejecting this response because:

  I still find the extreme price increase objectionable and now my Avalara subscription does not even work, as I don't have the appropriate 'connector' service. I had a call with help to try to figure this out, and they claim I have a different subscription that changed in February (which I did not request and coincides with the increased ticket price). They are now trying to charge me an additional $287 to purchase the 'connector' to get the service working on my system. I would rather pay $1000 and go with a different company at this point. I'm not sure how my subscription was changed, or if it is one that was the root cause of the price increase - which they could have just stated instead of claiming I had a 70% discount (which I can find NO record of in any exchanges I have with them).  If I refuse to pay the additional $287, I guess I've paid $4331 for something I cannot even use, but which worked perfectly fine until February of this year. Ridiculous. 
  
  Sincerely,
  
  REMOVED

  

  Business Response

  Date: 04/16/2026

  REMOVED,
  
  Thank you for your follow-up. We understand your continued concerns regarding both the pricing increase and your recent service experience.
  
  Your account began with a free trial in 2021. In 2024, you entered into a contract that included a promotional discount, with both the standard and discounted pricing reflected in your quote. Upon renewal in 2025, that discount expired and pricing reverted to the standard contract rate. Renewal notifications were sent in advance on December 12, 2024, and December 19, 2025, providing an opportunity to review the subscription costs prior to renewal. As your cancellation request was received after renewal, the current term remains active through February 17, 2027.
  
  We have confirmed that no changes were made to your subscription plan or included services at renewal. Your current subscription continues to include the AvaTax Integration (Extractor for BigCommerce), and no additional purchase is required for this integration to function.
  
  The additional $287 charge you referenced has been reviewed and fully refunded. We also understand you were in contact with our support team (case #REMOVED), and the service has since been confirmed as working.
  
  While we recognize your frustration, our review shows that the pricing and terms were applied in accordance with the agreement. We remain available to support you for the remainder of your subscription. 

  Customer Answer

  Date: 04/22/2026

   
  Complaint: 24663515
  
  I am rejecting this response because I want it noted that I went 3 weeks without my Avalara subscription working. 
  
  Sincerely,
  
  REMOVED

• Initial Complaint

  Date:03/10/2026

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have cancelled this subscription tax service multiple times via email and phone call, yet they continue to charge me. they keep telling me I can't cancel the subscription until may 2026, which is crazy. this has been going on for a year now. This is ridiculously bad customer service. I have never even used the service once, because they didn't offer what I needed. REMOVEDhas blocked all transactions, but I wanted to report this business for these unethical charges

  

  Business Response

  Date: 03/27/2026

  REMOVED,
  REMOVEDappreciate the opportunity to address your concerns and regret the frustration caused by your billing and cancellation experience.
  REMOVEDreviewing the account for REMOVED, we confirmed the subscription was subject to contract terms outlining a fixed subscription period and cancellation conditions. However, to resolve this matter, Avalara has approved a full waiver of the disputed $924 as a one-time goodwill exception. This adjustment is in progress and will be reflected on the account.

• Initial Complaint

  Date:03/09/2026

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I paid this place to get me licenses and to pay my sales tax on my rental house. I paid in like Jan and still nothing done, they finally sent me a thing that would not open and said to give them details on what I have collected so we can pay. I tried to open it would not so went to there site and tried it, they want more info than the REMOVEDdoes to do it myself for free. Then they say I have to pay 12 percent tax, the REMOVEDsaid 8 percent because one goes to the county. Finally someone called me because they wont answer the phones at all they called me with someone I cant understand at all I told him cancel my service then he sent me a cancel email and it has things to fill out that I cannot come up with. I have sent at least two emails telling them to get this done now or get me a refund. No reply. This service is the worst I have delt with yet

  

  Business Response

  Date: 03/19/2026

  REMOVED, 
  REMOVEDhidden="true">Thank you for your feedback. We apologize for the delays, communication challenges, and difficulty you experienced using our platform. 
  REMOVEDhidden="true">After review, and as a one-time exception to our standard terms and conditions, we have issued a full refund of $330 in good faith. The refund has been processed back to your bank account. Your services have been canceled, and your account has been updated to Filing On Own, with licenses remaining active for your use. 
  REMOVEDhidden="true">Thank you for bringing this to our attention and giving us the opportunity to resolve. 

  Customer Answer

  Date: 03/19/2026

   
  Hi BBB, 
  
  I'm satisfied with the business's resolution to complaint ID REMOVED.  
  
  Thank you.
  
  REMOVED

• Initial Complaint

  Date:03/02/2026

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Avalara incorrectly and fraudulently charged us on 2 invoices. 1.Charged an upgrade fee which we never approved of in the amount of $1,090.96.2.Charged for a higher tier product which we never approved. Over charge $577.26.We reached out to various contacts within Avalara and opened support cases with Avalara multiple times since September 2025 to have these issues resolved. No response or given the runaround. All documents provided to us stated upgrades would only be applied if quotes were signed. We never provided this authorization to upgrade. Now being threatened with account suspension even though we paid for the services we were expecting at tier we were quoted. Requesting open balances removed from our account.

  

  Business Response

  Date: 03/13/2026

  REMOVED,
  REMOVEDappreciate you taking the time to share your concerns and understand how frustrating unexpected billing changes can be.
  
  After reviewing your account, we confirmed that usage exceeded the contracted 2,000-transaction tier and, under Avalaras Service Terms, the account moved to the next tier automatically. Our review did not identify any discrepancies in the transaction count.
  
  That said, in the interest of bringing this matter to resolution, your Customer Account Manager has approved a goodwill concession of $1,090.96 related to the upgrade charge. This adjustment is currently being processed and will be reflected on your account once completed.
  
  We value your business and are happy to review your tier and overage options with you to help prevent similar concerns going forward.

  Customer Answer

  Date: 03/13/2026

   
  Complaint: 24587916
  
  I am rejecting this response because: At no time during the communications did our Account Manager notify us of an automatic upgrade. In the communications he stated that once a docusign document was signed the upgrade would go into effect. The Sales Quote for the 2025 upgrade also stated: Avalara will activate Customers Account upon receipt of Customers signed Sales Order We did not receive a docusign document nor did we sign any sales order provided regarding an upgrade. Our 2025 contract states any additional transaction would be charged $2.59 for each transaction. The overage was 21 transactions * $2.59 = total charge of $54.39 (no additional charges beyond that).

  We also did not agree to upgrade for 2026. We did not receive any sales proposals or pricing for an upgrade to 2500 transaction tier for 2026 year. We only received proposals for the 2000 tier transactions. 

  We are requesting the full credit of $1090.96 and $577.26 in the total amount of $1668.22. With a correct bill of $54.39 for the overage transactions. 
  
  Sincerely,
  
  REMOVED

  

  Business Response

  Date: 03/26/2026

  REMOVED,
  
  Thank you for the opportunity to provide additional clarification.
  
  We understand the customers concerns and would like to clarify the sequence of events. Prior to exceeding the 2,000-transaction limit, the Customer Account Manager proactively reached out to offer an upgrade to a higher tier; however, the customer declined and no upgrade was processed at that time.
  
  Afterward, the account exceeded the contracted transaction threshold. Under Avalaras Service Terms, this triggered an automatic upgrade to the 2,500-transaction tier. This process is separate from a proactive upgrade and does not require a signed sales order, which is why billing was applied at the higher tier rather than the per-transaction overage rate.
  
  The $577.26 charge reflects the prorated cost difference associated with that automatic upgrade and is considered valid. While no refund is being issued for this amount, a credit equivalent to $577.26 has been offered at renewal should the customer agree.
  
  Additionally, the $1,090.96 charge has already been fully credited as a goodwill gesture. Following that adjustment, the remaining account balance is $577.26.
  
  We appreciate the opportunity to clarify this matter. Avalara considers this issue addressed and remains available for any further questions.

  Customer Answer

  Date: 03/26/2026

   
  Complaint: 24587916
  
  I am rejecting this response because: At no time were we informed that our account was going to be changed to the 2500 transaction tier. We were never provided pricing for the REMOVEDfact, all pricing provided by Avalara multiple times was only for the 2000 transaction tier. At no time did we approve this upgrade and additional charge for the upcoming year. 

  Moreover, according to the reports sent by Avalara, we exceeded our 2000 transactions on 1/9/2026. That same day (1/9/2026) we received a sales quote from our account manager for the REMOVEDimminent upgrade. 

  We would like this resolved by reverting the account back to the 2000 transaction tier for the REMOVEDthe amount of $577.26. 
  
  Sincerely,
  
  REMOVED

• Initial Complaint

  Date:02/27/2026

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Since August 2025, Avalaras REMOVEDintegration has contained a software defect that caused certain transactions to be reported and remitted to state tax authorities twice. We became aware of the issue and formally notified Avalara in October 2025. As of February 27, 2026, Avalara has still not provided a complete reconciliation report identifying which transactions were duplicated, nor have they corrected the filings. We estimate that between $20,000 and $50,000 in duplicate sales tax may have been remitted to various states as a result of this defect. Avalaras core service, for which we pay approximately $5,700 annually, is to accurately collect transaction data from REMOVEDand file and remit sales tax returns on our behalf. Despite acknowledging the issue verbally during a Zoom meeting with our account manager, REMOVEDhas not formally accepted responsibility. Instead, they have quoted us approximately $17,000 for an amendment/backfiling service to correct returns impacted by their own system error. We believe this cost should be fully covered by Avalara, as the duplication resulted from their software malfunction, not from any action on our part. Although Avalara states they are working on it, no resolution, amended filings, or reimbursement has been provided to date. We are requesting that Avalara complete all necessary amended returns and backfilings at no cost to us and provide full documentation identifying the duplicated transactions and amounts remitted in error.

  

  Business Response

  Date: 03/09/2026

  Thank you for your complaint. We understand your concerns regarding duplicate transactions and the impact on your filings.
  
  Our review confirmed that two separate REMOVEDextractors were enabled under your account beginning August 11, 2025. When one extractor was reactivated while the other remained active, historical transactions were re-synced, causing orders to be submitted twice. Because each extractor assigns a unique data source ID, the system treated those submissions as separate transactions under current design.
  
  Duplicate ingestion stopped on October 16, 2025 when the second extractor was disabled. Returns filed after August were impacted because both sets of transactions were present at the time of filing.
  
  Amended returns are required to correct filed periods. Avalara has offered to provide detailed reconciliation reporting and can support amendments either through our REMOVEDteam or by supplying documentation if the customer elects to file directly with the states.
  
  We remain engaged and committed to supporting resolution of the affected periods.

  Customer Answer

  Date: 03/09/2026

   
  Complaint: 24580999
  
  I am rejecting this response because:
  
  It makes absolutely no sense that you would consider the same order ID (Unique to only my store in the entire world) with 2 different extractor codes to not be a duplicate transaction; this should be a huge red flag. It also makes zero sense that a company worth half a billion dollars does not understand that. At this point I know you are using that as a scapegoat to avoid admitting your mistakes and it's utterly disgusting. 
  
  You submitted the same order ID to the state twice - plain and simple. 
  
  Your software also allows setting up a duplicate extractor on the same Shopify store. REMOVEDstores also have a unique store ID, which your development team should know. Your software allows using two extractors on one store, despite there being no use case for this. 
  
  A duplicate extractor is set up because your app has a poor oauth flow and is unable to reauth the initial extractor on the account. So, when a customer authenticates a new extractor, the system will reauthenticate the previously connected extractor. 
  
  Your software is faulty; it sent the same Order ID to the state twice and sometimes more than twice, as you observed during the Zoom call with Sushil and I. 
  
  You have failed to provide me with any sort of figures for to me amend my own returns. Instead, you've quoted me over $15,000 to complete the service for me. 
  
  I know I am not the only customer dealing with this mistake on your behalf. I believe a class action lawsuit is appropriate here. 
   

  

  Business Response

  Date: 03/23/2026

  Thank you for your follow-up. We understand your concerns and appreciate your patience as we worked through this internally. 
  REMOVEDhas received approval to complete the amended returns at no cost to you, and your account manager will be reaching out with a $0 agreement so we can proceed. 
  REMOVEDwill also provide a detailed reconciliation report identifying the duplicated transactions and associated tax amounts. As part of moving forward with the amendments, our team has reached out to your team with requests to help complete the filings, including updates to your New Jersey filing setup and access needed for Arizona. 
  REMOVEDremain committed to resolving this matter and will continue working with you until all corrections are complete.