Posso avere una ricevuta o una fattura?

L'email di conferma ordine funge da prova di pagamento. Se hai bisogno di un documento a nome aziendale o in un formato particolare, contattaci con il numero d'ordine e i dettagli che devono comparirvi, e lo emetteremo di conseguenza.

This question tends to surface a few minutes after paying, once the confirmation email is open on screen and it becomes clear the layout doesn't look like a typical shop receipt, and there's no field carrying a company name or a tax identification number the way an accounts department usually expects. The follow-up questions are practical: can that kind of document be requested, when should it be requested, and what needs to be prepared beforehand. This page walks through all of it — what the confirmation email already does on its own, the process for requesting something more specific, and the limits worth knowing before handing anything to an accounts team or an employer.

It suits anyone who paid for a plan with company money or an expense float and now needs to send proof back to the business, anyone self-employed who keeps documents for their own tax filing, and anyone who simply wants something more formal-looking than a plain confirmation email to hold onto. Everything here covers the general request process, not tax advice for any particular country, since the rules around what document a tax authority or an employer will actually accept vary by country, by organisation, and by the supplier involved.

What the confirmation email already covers

As soon as a payment goes through, a confirmation email is sent automatically to the address used at checkout. It carries the order number, the plan name purchased, the amount charged, and the date and time of the transaction — enough to serve as proof of payment for most ordinary purposes, such as confirming to yourself that the order went through, or attaching it to an expense claim that doesn't require a fixed document format.

What it does not carry by default is your company name, a billing address formatted for a document, or a tax identification number, simply because the system has no way of knowing in advance who needs a business-style document and who doesn't. It's built as general proof of payment for every buyer, not an accounting-specific document tailored to one person's requirements.

When a separate receipt or tax invoice is actually needed

If a company's accounts department, or an employer, needs a document that clearly states a company name and a tax identification number, or if you personally need to file taxes with a particular document format, a plain confirmation email may fall short of what's required. That's the moment to request the separate document rather than trying to edit the existing email yourself.

On the other hand, if the goal is simply keeping evidence that a payment genuinely went through and the amount matches what left the account, the existing confirmation email is usually enough. There's no need to request anything extra if nobody has specified a particular format that must be used, since asking for one adds a step and some waiting that isn't necessary unless someone actually calls for it.

Information to prepare before you contact us

Requesting a specific-format document happens through direct contact rather than a download button in the system, because the document has to be issued according to details you specify rather than a one-size-fits-all form. What's needed going in is the order number, the exact name that must appear on the document, whether that's a personal name or a registered company name, the address the document should carry, and a tax identification number if one applies.

The more detailed and accurate that information is, the closer the resulting document lands to what's actually needed, since it's issued from what you send us rather than anything we guess on our own. If you're not sure exactly what format an accounts department wants, it's worth checking with them before contacting us, so the request doesn't need correcting a second time.

Company name and tax ID — how exact does it need to be

Before sending details across, it's worth copying the company name and tax ID directly from an official company document, such as a certificate of incorporation or another tax invoice you already have, rather than typing it from memory. Many company names carry small but required details, such as a limited or public designation, that need to appear exactly as registered.

If the order sits under someone else's email address

Sometimes a colleague was the one who actually paid, or the order sits under a shared company account used by several people. A document can still be requested in that situation — the order number just needs to be stated clearly, since that's the primary reference used to look the order up, not the email address doing the contacting at that moment.

If the order number can't be found because you weren't the one who received the confirmation email directly, ask the colleague who paid to forward that email, or provide whatever else can be recalled, such as the approximate date and the amount charged, to help the right order get located more quickly.

Formats we can and cannot promise

Currency and amount shown on the document

The amount and currency shown on the document match exactly what was charged on that order, with no rounding or extra currency conversion applied beyond what the system recorded at the time of payment, since the document has to agree with the figures both sides' financial systems show.

If your bank or card issuer shows the amount in a different currency due to its own exchange rate, that conversion happens on the bank's side and is not something our document can reflect, since it's issued from the amount actually charged in our own system, not the post-conversion figure your card issuer applies.

After a refund, does the document need to change

Conversely, if no document was requested initially and a refund happened first, requesting one afterward still works normally, but the document will reflect the amount actually charged according to that order's history, not the pre-refund figure.

Several orders in one trip — one document or several

If several plans were bought for the same trip, whether all at once or across different days, they can be requested as one combined document by listing every order number that should be included when you get in touch. That makes life easier for an accounts department handling one document instead of several separate ones.

If separate documents are preferred for expense reasons, such as each order belonging to a different project or budget line, that can be requested too — it just needs to be specified clearly the first time you get in touch.

How long a reissued document takes

We can't state a fixed turnaround time for issuing the document, since it depends on how the request is put together, such as how many orders need combining, and when the request comes in. What's worth doing is getting in touch ahead of any hard deadline for submitting the document, rather than waiting until close to it.

While waiting for the requested document, the original confirmation email can often stand in as temporary proof, if your accounts department is willing to accept interim evidence while the formal document is being prepared, so nothing else has to wait on it first.

If the issued document doesn't match a company or authority's requirement

Some organisations require specific wording or a heading on the document, such as a project name or an internal purchase order number. If that kind of requirement exists, mention it alongside the other details from the start, so the document doesn't need correcting several times before it's actually usable.

The file you receive and printing it yourself

The finished document is sent to the email address given at the time of contact, not a download link on your account page, since each document is prepared specifically for that request rather than something generated automatically for every order. It's worth confirming the email address given is correct and actually in use at the time of the request.

Printing the document on paper, or attaching the file to a company expense system, is something done on your own end once the file has arrived. We have no way of knowing what specific file format each individual company's expense system requires, so if a company system needs something other than what's normally sent, mention that when the document is first requested.

Needing the document in a language other than Thai or English

If the wording on the document needs to be in a language other than what's used by default, mention that when the document is requested, and we'll try to match it as closely as we reasonably can — but we can't guarantee any translated wording meets the formal certified-translation standard that some authorities require.

If the receiving authority requires an officially certified translation, such as one from a registered translator or a recognised certifying body, it's best to use a separate professional translation service after receiving the original document from us, since that step falls outside what we can provide directly ourselves.

Requesting a document for an order that was cancelled

If an order was cancelled before payment actually completed, no money was charged and no document of any kind can be issued for it, since every document described here is anchored to a payment that genuinely took place, not an intention to buy that never finished going through.

But if payment did complete successfully and a cancellation or refund happened afterward, a document can still be requested as normal — it will simply reflect the actual remaining amount after the refund, not the full pre-cancellation figure, as covered earlier under refunds.

1. 1Locate the order number in the confirmation emailOpen the confirmation email and copy the order number, since it's the main reference used to look your order up. If the email can't be found, check spam or promotions folders first.
2. 2Decide exactly what the document needs to showCheck with the accounts department, or an existing reference document, on what company name, address, tax ID or specific wording is required, before contacting us.
3. 3Send the details via LINE or email with the order numberReach out via LINE (https://lin.ee/skDPoNx, @esimonline) or email esimonline.asia@gmail.com with the order number and every detail that must appear on the document.
4. 4Wait for the document and check your inboxThe document is sent to the email address given. If it doesn't appear in the main inbox, check spam or promotions folders before following up again.
5. 5Flag any correction needed straight awayCheck the company name, tax ID, address and amount on the document as soon as it arrives, and flag anything wrong straight away so it can be corrected before the document is put to use.

• The order number from the confirmation email
• The personal or company name exactly as officially registered
• A tax identification number, if the accounts department requires one
• The address that should appear on the document
• Any specific wording or heading your organisation requires, if applicable

Contact support to request a document

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