Business Profile

Computer Software Developers

Avalara Inc

Headquarters

Complaints

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

Customer Complaints Summary

154 complaints in the last 3 years.
32 complaints in the last 12 months.

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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:10/20/2026
Type:Product 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.
We ran into an issue where the service failed to work. Upon contacting them for support we received no response and no support. At our expense, we worked around the problem and found another solution that does not involve Avalara any further. As a result we have cancelled the service yet to still continue to try to bill us for something that has never worked and is no longer needed. They breached and voided their contract by providing a product that does not work and failing to take any steps towards correcting any issues. We are not even seeking a refund for the earlier paid invoices. All we ask is to stop attempting to bill us and to expunge the disputed unpaid invoices (these were disputed a month ago and they have not responded to our dispute or acknowledged the disputes in any capacity).
Business Response
Date: 10/20/2026
REMOVED, thank you for bringing this to our attention. I apologize for any frustration or difficulty you have experienced, and I would like to review your account details to see how we can help.
Unfortunately, I was unable to locate your account using the contact details you provided:
email: REMOVED
phone: REMOVED

To help us locate your records and address your concerns, please provide your Avalara account number or any other email address or phone number that may be linked to your account.
Customer Answer
Date: 10/20/2026

Complaint: 25411222

I am rejecting this response because:
Issue not addressed yet. Account number was provided.
Here is the account number again for reference: REMOVED
Username: 446F1EA08DAF
Please advise if more info is required.

Sincerely,

REMOVED
Business Response
Date: 10/29/2026
REMOVED, thank you for bringing this to our attention so that we have an opportunity to review your account and work to assist. I see that youve already been in direct, ongoing communication with our support team regarding this matter.

Based on a review of your account, we see that you purchased a self-service subscription, which does not include hands-on implementation or onboarding assistance. Your account was marked Live on July 29, 2026, though our investigation confirmed that tax calculations were already active before that date and the Live designation was completed following an internal account review.

The account history does not show any prior support cases reporting product functionality or onboarding issues before your cancellation request on September 9, 2026. We can confirm your cancellation request was processed under case #REMOVED, and as a result your subscription is scheduled to end on February 23, 2027, in accordance with the applicable contractual terms.

We recognize your dissatisfaction with the experience and are sorry this is the situation. Based on the available information, we are unable to approve the requested adjustment to the outstanding invoices. However, we remain open to continuing the conversation and reviewing any additional information you may have regarding the reported product functionality issues. Please follow up on the existing support case #REMOVEDwhich has been escalated to our Customer Excellence team if there are additional details.
Customer Answer
Date: 10/29/2026

Complaint: 25411222

I am rejecting this response because:
Dear Avalara Team,

We have reviewed the latest response regarding case #REMOVED. The decision to deny any adjustment or credit is again rejected.

Avalara contracted to deliver a functional tax compliance service that works with Shift4shop. It has never done so. The product remained non-functional for its intended purpose due to Avalaras failure to properly initialize and make it operational. Your records show the account was not marked Live until July 29, 2026more than four months after the subscription began. A later Live designation, or any claim that tax calculations were active in some internal sense, does not establish that a working service was delivered during those months or afterward. We paid for a product Avalara did not make functional, while good-faith attempts to obtain assistance were ignored. Self-service onboarding terms do not relieve Avalara of the obligation to provide a service that performs as contracted. Availability of a non-working system is not performance.

The absence of formal support cases in your system before the September 9, 2026 cancellation request does not erase the non-performance or the timeline already documented. Those communications, together with the complete failure of the Shift4shop integration to function, placed Avalara on notice. Under Avalaras own terms, material non-performance and failure to deliver a service that conforms in material respects support termination for cause and a pro-rata refund or credit for the period during which the customer was unable to use the service due to Avalaras breach. That is the situation here.

We previously proposed the only reasonable amicable resolution: a full credit for the four paid months during which the service was non-functional because of Avalaras initialization failure, removal of any related late fees, and an adjusted final statement. In exchange, we will pay any agreed remaining amount after the credit is applied. This offer does not concede that the disputed charges are valid. It remains open.

We will not participate in any closed-door call or meeting as you have requested multiple times. All communication on this matter must remain in writing so there is a clear record. Any authorized representative is free to respond by email.

The outstanding balance remains formally disputed, as do any further invoices for services that were not provided. Those disputes have not received a substantive response addressing the non-performance. We will continue to dispute all such charges with our financial institution consistent with our rights. If Avalara continues to refuse the proposed credit and refuses to confirm immediate termination for cause with no remaining balance for the non-performance period, we will proceed with all available lawful remedies. This includes continued invoice disputes and sharing the documented timeline and facts of this experience with public review platforms and news outlets.

Please escalate this to a decision-maker with authority to approve the proposed resolution and provide a written response that directly addresses the four-month period of non-functional service with Shift4shop and the credit proposal. Written confirmation of Avalaras final position is required.

Sincerely,
REMOVEDSmith
Initial Complaint
Date:10/13/2026
Type:Delivery 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.
Received an email on 10/7/2026 advising of a renewal payment due of $275.63 for a business I have never been associated with. I attempted to resolve with both the Sales and REMOVEDand the staff was unwilling or unable to assist.
Business Response
Date: 10/20/2026
REMOVED, thank you for bringing this to our attention. We sincerely apologize for the confusion and concern the renewal notice you received on October 7, 2026 caused you, and for the frustration you experienced when trying to resolve it.

We reviewed the matter and confirmed that you are not connected with the account referenced in the notice. REMOVEDwith our Customer Excellence team has been in direct contact with you and confirmed the removal of your contact information from that account and from our records. You will not receive further communications related to it, and no payment is owed by you.

We regret the inconvenience this caused, and we wish you all the best.
Customer Answer
Date: 10/20/2026

Hi BBB,

I'm satisfied with the business's resolution to complaint ID REMOVED. They have stated they would remove my information from their system and would stop pursuing payment. For the record, Avalara was not able to identify how they received my information including email address.

Thank you.

REMOVED
Initial Complaint
Date:09/25/2026
Type:Service or Repair 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 against Avalara due to their deceptive auto-renewal and cancellation practices. We sent a formal separation/cancellation letter via their online support system on July 27th, 2026 in order to terminate all services, remove Avalara from our SST account, and submit a final sales tax filings for July in August 2026. This was all done 30 days prior to the end of our signed contracted service ending August 30th, 2026. Avalara support responded via email that they would separate as REMOVEDfor our SST sales tax account and DID file July returns in August 2026 per our formal letter. They also confirmed that our relationship with Avalara would end and we no longer have access to our account via email. We also completed an online cancellation request per case number REMOVEDprior to the due date of the auto-renewal at the direction of their support staff. Despite this, Avalara is refusing to cancel our account claiming that no formal cancellation request exists in their system and that the annual renewal of $5,694.34 did not include the items covered in our letter. This is incorrect, as separation and termination of ALL services means exactly that. We were very clear and Avalara simply refused to cancel our account as formally and legally instructed in accordance with their terms. Should Avalara choose to deny receipt of our formal letter, we have confirmation from their staff via email and have sent a copy of this correspondence to our attorney and REMOVEDThis is a predatory and fraudulent business model forcing customers into additional fees by making it impossible to cancel. I demand that Avalara immediately cancel my account, cease all future billing, and remove any outstanding balance for services I never agreed to continue. I urge the BBB to investigate their unethical billing practices and hold them accountable for these deceptive policies.
Business Response
Date: 10/02/2026
REMOVED, thank you for your patience as we reviewed your account and the communications you had with our team regarding your cancellation request.

I want to start by apologizing for the difficulty you experienced in communicating your cancellation request to our team, and for the frustration this process caused you. I recognize it was more difficult than it should have been, and this is not the experience we want our customers to have.

As REMOVEDwith our Customer Excellence team discussed with you, after a thorough review of your account, we can confirm that your cancellation request was submitted within Avalaras Terms & Conditions. Based on this, we are requesting a refund $5,694.34. REMOVEDis now coordinating with our REMOVEDteam on this process,which may take a few business days to complete. We appreciate your understanding while we work through the internal steps.

I also want to confirm that REMOVEDwill remain your dedicated point of contact moving forward. If you have any questions in the meantime, or need an update on the status of the refund, please don't hesitate to reach out to her directly.

Thank you again for your patience, and for giving us the opportunity to make this right.
Customer Answer
Date: 10/02/2026

Hi BBB,

I'm satisfied with the business's resolution to complaint ID REMOVED.

Thank you.

REMOVED
Initial Complaint
Date:09/25/2026
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.
We used Avalara for several years and last May, we called and email then many time to tell them that we want to close the account with them. They keep wrongfully filing returns with 0's without our permission and it created more problems. We would have to file amended return every quarter to correct their wrongdoing. In addition, they keep charging our credit card creating more debt. We cannot stop them to all these things. We need to get all our money back that they charge our credit card since May 2025. Please help to stop them.
Business Response
Date: 10/02/2026
REMOVED, thank you for reaching out and for your patience as we look into the concerns you have raised about your account, including the return filings and billing charges since May 2025.

We understand this has been a frustrating experience, and we want to make sure we have a full understanding of what happened so we can work toward the right resolution with you.

I understand that we have a call scheduled with you on October 6 to go over the details together, including the filings in question and the charges to your account. This will give us the opportunity to review everything carefully and talk through next steps directly with you.

We appreciate you bringing this to our attention and giving us the opportunity to address it. We look forward to speaking with you.
Initial Complaint
Date:09/24/2026
Type:Sales and Advertising 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.
Dates: October 17, 2025 to July 8, 2026.Amount paid: About $2700 in return filing fees for that period, billed at about $80 per return, per state, per month.What the business committed to provide: Avalara was paid to prepare and file accurate sales tax returns in every state where we are registered.Nature of the dispute: During these dates Avalara stopped receiving our sales data and filed $0 returns in every state, even though we had taxable sales every month. Our tax liability dropped from a steady monthly amount to zero overnight and stayed there for nine months. Avalara never flagged it or contacted us. We found the problem ourselves. Avalara still charged full price for every return. During that time Avalara contacted us with sales offers and a collections letter, but never about the problem or check out account health. We now owe back taxes, interest, and professional fees to correct the returns Avalara filed in our name.Attempts to resolve: We raised this with Avalara support in writing. Support admitted the $0 filings, lack of communication, and continued billing fell well short of the standard customers should expect, but did not offer a resolution. On a call in September 2026, Avalara refused any credit, said catching the problem was our responsibility, and offered only a discount on additional paid services to backfile the returns. We asked for a credit for 50% and they refused to offer any concession.Advertising: Avalara markets itself as a tax compliance expert on its website, avalara, and its employees sign every email with "Tax compliance done right.", "Stay Compliant Across State" and it handles compliance "End-to-End"
Business Response
Date: 10/02/2026
REMOVED, thank you for bringing your concerns to our attention, and for the detail you provided regarding the return filings on your account from October 17, 2025 through July 8, 2026.

We understand the seriousness of what you have raised, including the $0 returns filed during that period, the continued billing for those filings, and the lack of proactive communication from our team about the issue. We want to work with you on this, and we are committed to a thorough review of what happened on your account.

Your account has been escalated to our Customer Excellence team for further review. REMOVEDwill be your dedicated Customer Excellence Manager going forward, and he will be your primary point of contact as we work through this together. He will be reaching out to you directly to continue this conversation.

We appreciate your patience as we complete this review, and we are committed to giving your case the attention it deserves.
Initial Complaint
Date:09/24/2026
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.
We cancelled our Avalara subscription in August 2025 (requested Aug 12, logged Aug 21, Case REMOVED). Avalara confirmed in writing on Sept 15, 2025 "you're all set - no dues left," and again on Dec 29, 2025 that the account was "successfully cancelled." Our annual term (Feb 16, 2025 - Feb 15, 2026) was paid in full ($11,198.15).Before cancelling, Avalara sent us a "Transaction Tier Upgrade" for signature on Aug 8, 2025. We refused it in writing, and Avalara's own account manager voided the unsigned envelope on Aug 18, 2025.Despite this, Avalara auto-debited $2,955.62 from our bank account on Dec 14, 2025 and invoiced another $3,664.31 on Dec 17, 2025, both for the tier upgrade we refused. No one told us before the debit that the REMOVEDconnector would keep generating billable usage after cancellation, and Avalara filed nothing for us after July 2025.We have disputed this in writing since December 2025 (cases REMOVEDand REMOVED). Avalara Support has refused a refund, has never produced the signed order document or the clause and rate it relies on, would not suspend collections, and on Sept 21, 2026 said it has "no additional options."Desired resolution: void invoice INV-REMOVED($3,664.31); refund $2,955.62; close account REMOVEDat a zero balance with all payment methods and debit authorizations removed; confirm in writing no further invoices, collections or credit reporting.
Business Response
Date: 10/02/2026
REMOVED, thank you for your continued patience, and for the detailed documentation you have provided regarding your account, including case numbers REMOVED, REMOVED, and 27038513.

We understand the seriousness of the concerns you have raised, including the cancellation confirmations you received in September 2025, the voided transaction tier upgrade Docusign, and the subsequent charges to your account. We want to make sure this is reviewed thoroughly and accurately before we respond with next steps.

Your case has been escalated to our Customer Excellence team for further review. REMOVEDwill be your dedicated Customer Excellence Manager going forward, and he will be your primary point of contact as we work through the details of your account together. He will be reaching out to you directly to continue this conversation.

We appreciate your patience as we complete this review, and we are committed to giving your case the attention it requires.
Customer Answer
Date: 10/02/2026

Complaint: 25315351

I am rejecting this response because: it does not resolve anything. It only says my case has been escalated and that someone will contact me. It offers no refund, no correction and no timeline.
Avalara's response confirms the key facts. I received cancellation confirmations in September 2025, and the DocuSign for the tier upgrade I refused was voided. Even so, Avalara debited $2,955.62 directly from my company bank account on December 14, 2025 (INV-2190492) and issued a second invoice for $3,664.31 on December 17, 2025 (INV-2258490). Both charges come from the upgrade Avalara itself voided.
I have been trying to resolve this since December 2025 under case numbers REMOVED, REMOVEDand REMOVED. On September 21, 2026, Avalara Support told me in writing it had "no additional options." After that, Avalara did not respond to my follow-ups, and its legal notice address returned an automated reply saying the inbox is not monitored. Avalara only reached out again after this BBB complaint received a new message. Its representative then asked for a phone call instead of putting a resolution in writing.
I will consider this complaint resolved only when Avalara confirms the following in writing:
The $2,955.62 (INV-2190492) has been refunded to my bank account.
REMOVEDhas been voided in full.
Account REMOVEDhas been permanently closed at a zero balance, with all bank and payment details and debit authorizations removed.
I have asked Avalara to complete this by October 9, 2026.

Sincerely,
Hailey
Business Response
Date: 10/12/2026
REMOVED, thank you for your patience, and I am sorry for the frustration these charges have caused you. We have reviewed your account history in detail and want to give you our findings.

What we confirm
- Your request not to renew was logged on August 21, 2025, and the cancellation was completed.
- The Transaction Tier Upgrade sent on August 8, 2025 was declined by you and voided by our account manager on August 18, 2025.
- On September 15, 2025, our team confirmed in writing that no dues were outstanding. Your usage on that date was below the REMOVED-transaction limit of your contract tier, so no overage or upgrade charges had been incurred at that time.

Why the invoices were issued
The charges on your account come from transactions your Shopify connector processed after your non-renewal request. A non-renewal ends the subscription at the end of the contract term, which for you was February 15, 2026. Until then your account remained active and your REMOVEDconnector remained connected, so it continued to process your stores transactions through Avalara. That ongoing usage is what generated the charges.

Invoices INV-REMOVED($2,955.62) and INV-REMOVED($3,664.31) did not come from the voided upgrade document. They resulted from that connector usage exceeding the transaction tier in your contract. Under the Avalara Service Terms and Conditions that apply to your account, when usage exceeds the contracted tier, the account is either charged per-transaction overage fees or moved to a higher tier, and the default is an automatic upgrade. An automatic upgrade does not require a new signed order, which is why it is separate from the document you declined.

Two automatic upgrades occurred as the connectors transaction volume continued to grow:

When your usage crossed REMOVEDtransactions on October 15, 2025, the account moved from the REMOVEDtier to the REMOVEDtier. This is associated with INV-REMOVED.
On December 14, 2025, the account moved from the REMOVEDtier to the REMOVEDtier. This is associated with INV-REMOVED.

For context, the automatic upgrade is the lower-cost of two options. Your account recorded REMOVEDbillable transactions above the REMOVED-transaction tier during the contract term. The applicable overage rate is $1.84 per transaction, so those transactions would have totaled approximately $11,835. The two upgrade invoices total $6,619.93.

Fees incurred during the contract term remain payable after a non-renewal. The Service Terms are available at REMOVED.

I understand these charges were unexpected, and I appreciate that you may have appreciated more advance information about how overage usage is handled.

Our decision
After a full review, Avalara will not be refunding the $2,955.62 payment or voiding INV-REMOVED. The transactions were processed through your connector during your active contract term, and the Agreement provides for the charges that resulted. I recognize this is not the outcome you wanted.

Your subscription term ended on February 15, 2026, and the subscription did not renew.

If you have additional questions or feedback, your point of contact is REMOVEDManager REMOVED.
Customer Answer
Date: 10/12/2026

Complaint: 25315351

I reject Avalara's response.
Avalara now confirms that we cancelled on August 21, 2025, that we declined its Transaction Tier Upgrade and that its account manager voided it on August 18, 2025. It then says the same tier increases were applied to our account automatically, twice, without our signature. That is the exact outcome we refused in writing, imposed anyway.
More importantly, Avalara misrepresents its own September 15, 2025 confirmation. My team did not ask whether anything was owed "at that time." We asked in writing: "are we fully paid including the filing until Feb 2026 or are there any fees we need to pay?" Avalara answered: "Yes, you're all setno dues left." Two days earlier it had written: "You're fully covered until then." We relied on those written assurances while moving to another provider. Avalara now says they applied only to usage up to that date. That is not what we asked, and not what Avalara said.
On September 17, 2025 we asked to stop services early. Avalara replied that nothing could be changed. It did not tell us that leaving the connector active would trigger automatic tier upgrades. Avalara knew we were leaving because of the transaction tier, yet stayed silent while those upgrades accrued, and then debited $2,955.62 from our bank account on December 14, 2025. We had already paid the full annual term ($11,198.15).
Avalara has not produced any notice sent to us when either automatic upgrade took effect (October 15 and December 14, 2025), or an itemized transaction report supporting its figures.
Resolution requested: refund of $2,955.62 (INV-2190492), INV-REMOVED($3,664.31) voided, and the account closed at a zero balance with our bank details and debit authorization removed.

Sincerely,

Hailey
Business Response
Date: 10/22/2026
REMOVEDand BBB Team,

I recognize the frustration and the dissatisfaction with the experience.

As previously communicated, after a full review, Avalara will not be refunding the $2,955.62 payment or voiding INV-REMOVED. The transactions were processed through usage of the REMOVEDconnector during an active contract term, and the Agreement provides for the charges that resulted.

As requested, we reviewed the account again and can confirm that the account has no stored payment information in Avalaras systems and the account is fully cancelled.

I understand there is ongoing communication directly with Avalara. If you have additional questions, please know that your ongoing point of contact is REMOVEDManager REMOVEDand he is best able to assist you.
Customer Answer
Date: 10/28/2026

Complaint: 25315351

I am rejecting this response because:
It restates a conclusion while ignoring what Avalara has now admitted in writing.
On October 27, 2026, Avalaras REMOVEDManager confirmed in writing that no notice of any kind was sent to us before either tier change, and that sending one is not standard practice. That admission is dispositive. The provision Avalara relies on, Section 7(b) of its own Terms, gives the customer the right to choose between an overage charge and a tier upgrade at any time prior to exceeding the applicable usage tier. A right that can only be exercised before a threshold is crossed is meaningless if Avalara conceals the threshold until after it has charged for crossing it. Avalara cannot invoke a clause whose precondition it admits it never honored.
Worse, we did make our election in writing. On August 8, 2025 we expressly refused Avalaras Transaction Tier Upgrade; Avalaras own account manager voided the DocuSign envelope on August 18, 2025; our cancellation was confirmed in Case REMOVEDon August 21, 2025; and on September 15, 2025 Avalara confirmed in writing: Yes, youre all set no dues left. A default upgrade provision does not override a customers express written refusal of that exact upgrade. Avalara applied the amendment we rejected, silently, and billed us for it.
The Shopify connector point cuts against Avalara, not for it. Avalara controls the connector and the metering. After we cancelled and after Avalara confirmed nothing was owed, Avalara did not disconnect the integration, did not flag usage, and did not send a single notice. It kept the meter running in silence for three months, then on December 14, 2025 debited $2,955.62 from payment information we had never authorized for this purpose followed by a further invoice, INV-REMOVEDfor $3,664.31, three days later. Taking money from a stored payment method after confirming in writing that no dues exist is not the Agreement providing for charges. It is an unauthorized debit, and billing a rejected amendment without notice is a deceptive and unfair practice under the Florida Deceptive and Unfair Trade Practices Act and Washingtons Consumer Protection Act.
The usage figures remain unsubstantiated. Our formal dispute of Avalaras usage reporting (#REMOVED, January 2026) has never been answered. The itemized reports Avalara first produced on October 27, REMOVEDthem cures the admitted absence of notice or our written refusal.
We require, within 10 business days: (1) refund in full of the $2,955.62 debited December 14, 2025 (INV-2190492); (2) INV-REMOVEDvoided in full; (3) written confirmation that Account REMOVEDis closed at a zero balance with all debit authorizations removed.

Sincerely,

Hailey
Initial Complaint
Date:06/13/2026
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 am writing regarding Avalara's failure to honor repeated, documented cancellation requests on my REMOVEDsubscription, and its decision to auto-renew and charge my card for a product I never used.I asked Avalara not to auto-renew on at least four occasions in writing, starting months before the renewal date:On January 15, 2026, I emailed my account manager to confirm the contract was not set to auto-renew. I was told it was, and asked her to make sure it would not.On January 26, 2026, I again asked her to confirm auto-renew was off. I was told the system auto-renews by default unless canceled. I replied "ok so let's cancel it" and declined a pricing call, stating the product had never been used.On April 3, 2026, I again asked Avalara to confirm the product would not auto-renew and that my cancellation was processed. Only then was I directed to a cancellation form and given my account number, which I had needed to complete the cancellation page. I filled out the form as instructed.On April 23, 2026, Avalara sent a notice stating the subscription would auto-renew on May 13, 2026 unless canceled at least 7 days prior.Despite submitting the form, on May 15, 2026 I received an invoice. When I raised this, my account manager said she saw no cancellation on the account, even though she had sent me the form herself. I completed it a second time, printed it, and asked for written confirmation no charge would be made.Avalara charged my card for the renewal anyway.I made a good-faith effort to cancel this subscription repeatedly and well within any required notice period. Avalara gave shifting instructions, withheld the account number I needed to cancel, failed to record cancellation requests its own representative acknowledged receiving, and charged me for a service I never used.
Business Response
Date: 06/24/2026
REMOVED,
Thank you for sharing your concerns regarding the renewal of your Managed Returns subscription and the associated invoice. We understand your frustration and appreciate the opportunity to review the matter in detail.
Following a comprehensive review of the account history, support records, and customer communications, we confirmed that a renewal notification was sent on April 23, 2026, advising that the subscription was scheduled to auto-renew on May 13, 2026. The notification also stated that any cancellation or subscription changes needed to be completed at least seven days prior to the renewal date and that changes could not be processed after renewal had been completed.
As part of our review, we examined the cancellation documentation you provided. The cancellation form references case #REMOVEDand reflects a notification date of May 18, 2026. This aligns with the cancellation request currently reflected in our account records and is after the renewal was processed on May 14, 2026.
We understand that you believe cancellation requests were made prior to renewal. However, based on the account records and documentation available to us at this time, we have not identified evidence of a completed cancellation request submitted before the renewal date. As a result, the renewal was processed in accordance with the subscription terms and the invoice remains valid.
After reviewing the matter internally, we are unable to approve a refund or void the renewal invoice. However, if you have any emails, confirmations, or other documentation demonstrating that a cancellation request was submitted and completed prior to the renewal date, we would be happy to review that information and reassess our findings as appropriate.
We appreciate you bringing your concerns to our attention and thank you for the opportunity to review this matter.
Initial Complaint
Date:05/30/2026
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 was looking into whether or not my company would need help with charging and filing sales taxes as a consulting firm that has clients nationwide. I looked into Avalara, and instead of doing a software demo for me, they duped me into buying their programming by doing a "free nexus analysis", followed by a "you need to sign this contract now or else the price goes up". They really had me believing this was a product I would need, and I felt pressured to make a move and sign up for coverage in 48 states. Their one sales person, REMOVED, made me feel like I was going to go to jail over sales tax. Very persuasive. I signed up, and then when I was finally able to see the software I learned quickly it is nothing that I need, and on top of it, in the MAJORITY of states, I don't even need to file sales tax, which means they're making thousands of dollars a month off of me by auto filing zero returns! During their little free analysis they showed me tax codes, but I was able to find the CORRECT codes once I was finally able to see the product for myself, and I don't need this product.I see in the contract that the subscription is non refundable but in this instance I feel completely taken advantage of. I need help to get $11k back.
Business Response
Date: 06/09/2026
REMOVED,

Thank you for sharing your feedback and detailing your experience with our sales process. We understand your frustration regarding your initial purchase and your concerns that the software and filing services did not align with your consulting business's needs.

Our leadership team recently met with you to discuss your experience, review the services purchased, and address your concerns regarding the initial sales and onboarding processes. During our conversation, we had the opportunity to evaluate how our solutions fit your business model and discussed your interest in retaining Avalara Tax Research (ATR), which you noted has been providing value.

As agreed, we are keeping your ATR subscription active while processing the cancellation of the remaining software and filing services on your account.

We appreciate your patience and collaboration as we worked to make this right. Thank you for bringing this to our attention and for your continued partnership with Avalara.
Initial Complaint
Date:05/30/2026
Type:Sales and Advertising 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.
FRAUDULENT: REMOVEDis a fraudulent company. I was completely misled. An extreme increase from 69 dollars last year, with prior years paid lower than that amount, to 561 dollars this year occurred with no explanation and no help from customer service. When I received an email from Avalara this past October, I was shocked to see such a high amount owed that I thought it was a scam. Also, the email had a different account number which made it more misleading. I called Avalara and was told by the customer service representative that no email of that kind was sent, and it must be a scam. The representative sent me an email to confirm our conversation. Then in March, someone tried to charge the credit card on file that higher amount. I thought that someone had gotten into the account. I called REMOVEDand was told that the charges were true. I asked to cancel due to being misled. I am a small business that REMOVEDuses the services this company offers, and I would have canceled when I received the original email if the customer service representative would have explained the charges. Avalara refused to rectify the situation, and stated that I owed that amount. The email stated that it was a deeply discounted plan that I had been on for years, and it had expired. I was never sent a written explanation of this new plan. Also, no one from the actual department would speak to me on the phone. I only spoke to customer service representatives who were unable to help and was told that a case was opened. Avalara must cancel this account for being misleading. I was unable to cancel due to lack of correct information. This is bad business and horrible customer service. I have filed multiple complaints with the government.
Business Response
Date: 06/09/2026
REMOVED,
Thank you for sharing your concerns regarding your recent invoice and the changes to your Avalara subscription. We understand your frustration regarding the pricing increase and the confusion surrounding the renewal communications you received.
To provide context on the billing change, your account was previously enrolled in Avalara's REMOVEDSolutions (SoHo) plan. This plan included significant discounts, specifically a 100% discount on the AvaTax Connector (Shift4Shop) and an REMOVED% discount on the AvaTax Service. The SoHo plan was recently retired, and associated accounts were transitioned to our Standard plan at list pricing. The invoice for $561.95 reflects the expiration of your previously discounted pricing and the move to our standard rates.
Following a comprehensive review of the account history, communications, and relevant call recordings, including internal discussions with leadership, we confirmed that the October 30, 2025 email was a legitimate renewal notification that included information regarding the upcoming renewal and associated pricing changes. Customers are provided an opportunity to review renewal terms and, if they do not wish to continue under the renewed pricing, submit a cancellation request prior to the renewal date. Based on our review, no cancellation request was received before the renewal was processed.
Because cancellation requests and subscription changes must be submitted prior to the renewal date, we are unable to approve an exception to waive the invoice. The charges on invoice INV-REMOVEDare valid under the Standard plan pricing and remain due under the terms of your renewed subscription.
We have processed your cancellation request to ensure your account does not renew for the next term, but the current balance remains payable.
We appreciate your feedback and thank you for bringing this matter to our attention.
Initial Complaint
Date:05/22/2026
Type:Product 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 used Avalara for sales tax compliance services. In late 2025, our subscription automatically renewed for another annual term totaling $11,663.19 without explicit approval from us. Shortly afterward, I contacted Avalara to cancel the service because we intended to move to another provider.During the cancellation call, I specifically asked whether a refund would be available for the unused portion of the renewed term. Avalara representatives acknowledged the request and stated they would look into what could be done. Avalara later reviewed the call internally and acknowledged in writing that the discussion created an expectation that some relief may be available.Despite this, Avalara ultimately denied any prorated refund and relied solely on the contract auto-renewal language, even though most of the prepaid services remain unused. Avalaras own dashboard currently shows that only 51 of 187 returns have been filed, with approximately 72% of the prepaid filings remaining unused.This issue also follows a prior Hawaii nexus matter where Avalara stated that we had reached the economic nexus threshold requiring registration and charged us to complete the registration. We later learned that this guidance was incorrect, causing unnecessary time and expense for our business. Avalara subsequently confirmed in writing that their original Hawaii nexus calculation method included credit memos as separate transactions and, after contacting the REMOVED, acknowledged that this approach was incorrect and updated their system logic accordingly.I made multiple good-faith attempts over several weeks to resolve this professionally and requested only a prorated refund for the unused portion of the renewed subscription term. Avalara declined to make any accommodation.I am requesting a prorated refund for the unused portion of the renewed term.
Business Response
Date: 06/01/2026
REMOVED,
Thank you for sharing your concerns. We understand how this situation has impacted your confidence in our services, and we appreciate the opportunity to address the items outlined in your complaint.

Regarding the Hawaii registration, Avalara completed the registration in January 2025 based on the economic nexus threshold information available within AvaTax at that time. Subsequently, an issue was identified affecting Hawaii economic nexus calculations, where certain invoice activity was incorrectly included in the threshold determination. After this issue was brought to our attention, our Engineering team conducted a detailed investigation through multiple support and engineering reviews, and a correction was implemented as part of our April 2026 release. We recognize that this issue contributed to your concerns regarding the Hawaii registration and appreciate your patience while we worked to resolve it.
We would also like to clarify that the Economic Nexus Summary alerts displayed within AvaTax are informational indicators generated from the transaction data and configurations contained within the platform. These alerts are intended to help identify potential nexus exposure but do not constitute a comprehensive nexus study or a definitive determination of tax obligations. Businesses should consider their specific facts and circumstances when making registration decisions and may choose to perform a more detailed nexus analysis before proceeding with registration activities.
With respect to your Returns subscription, our records show that the subscription was renewed on December 30, 2025, with 187 prepaid returns. Prior to your cancellation request, Avalara filed 51 returns on your behalf in accordance with the active subscription. Once your cancellation request was received, we ceased filing activity as requested.
Following discussions regarding your concerns, including an internal review of the circumstances surrounding the Hawaii nexus issue and your request for compensation, we carefully evaluated whether a refund could be provided. After completing that review, we determined that we are unable to approve a prorated refund for the remaining unused returns because the cancellation request was submitted during an active subscription term and falls outside the circumstances eligible for refund under our subscription terms.
While we are unable to provide the requested refund, we appreciate the feedback you have provided.
Customer Answer
Date: 06/03/2026

Complaint: 24875689

I am rejecting this response because: Avalara's response does not resolve the issues raised in my complaint.
Avalara acknowledges that its Hawaii economic nexus calculation was incorrect and required correction. I have attached the original Avalara communication showing that REMOVEDwas identified as having "Met threshold states (100%)," including REMOVED. While the communication included cautionary language regarding potential obligations, Avalara's system specifically represented that Hawaii had met the threshold based on Avalara's own calculations. Avalara has since acknowledged that the underlying Hawaii calculation was incorrect and required correction. As a customer relying on REMOVED's compliance platform, it was reasonable for us to rely on those threshold determinations.
Avalara also acknowledges that, during the cancellation process, a refund discussion occurred that created an expectation that some relief may be available. Despite that acknowledgment, no accommodation was offered.
Finally, Avalara's own records show that only 51 of 187 prepaid returns were filed, leaving 136 prepaid returns unused. My request has never been for a full refund. I have only requested a prorated refund corresponding to the substantial unused portion of the prepaid services.
Avalara's response confirms that:
The Hawaii threshold determination was incorrect and required correction.
A refund discussion occurred that created an expectation that some relief may be available.
Only 51 of 187 prepaid returns were filed.
Despite these circumstances, Avalara has declined to provide any accommodation whatsoever.
I continue to believe that a prorated refund for the unused portion of the prepaid services would be a fair and reasonable resolution.
Sincerely,

Ben Floor

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