# #client-support Summary

## Overview
Assaf Dagan flagged a client support miscommunication with a support representative named Cortez regarding an incorrect VAT charge. Kitt diagnosed the root cause and provided clarity on the disconnect between the client's actual request (billing jurisdiction correction) and what the support team was interpreting (tax exemption claim).

## Key Decisions & Outcomes
- **Root cause identified:** Cortez misunderstood a VAT refund request as a tax exemption claim, leading to repeated requests for tax-exempt documentation that don't apply to US-based companies.
- **Solution provided:** A clear template response drafted for Assaf to send to Cortez that reframes the issue as a billing address error rather than tax status issue.
- **Key clarification:** US companies billed to US addresses fall outside EU VAT jurisdiction entirely—no VAT ID or exemption certificate required, only address correction and error acknowledgment.

## Active/Open Items
- Assaf needs to send the clarified response to Cortez to break the "tax exemption script" loop
- Pending refund of EU VAT charged while billing address was incorrectly set to Portugal
- Confirmation needed that billing address has been properly updated to Florida

## Key Links & References
- [Chat with Cortez — February 22](https://docs.google.com/document/d/1uXb4KtBK6GTKFA1ptZkKR0_yUQ4r2SngI7JVFHtXO5E/edit?usp=sharing) (Google Doc with full conversation)