HWC e-Invoice – Customer Frequently Asked Questions (FAQ)
This FAQ is prepared to help customers understand how to request and receive an e-Invoice from HWC outlets. The FAQ applies to requests made via HWC outlets, website, and mobile app.
1. General Questions
1.1 What is an e-Invoice?
An e-Invoice is an electronic invoice issued in a structured digital format that complies with the requirements of the Inland Revenue Board of Malaysia (LHDN). It contains transaction details such as seller information, buyer information, items purchased, taxes, and total amount.
HWC issues e-Invoices to comply with LHDN requirements and to support customers who need e-Invoices for tax, accounting, or business record purposes.
1.2 Is an e-Invoice the same as a receipt?
No. A receipt is proof of payment, while an e-Invoice is a tax-compliant document submitted to LHDN. However, your receipt details will be used to generate the e-Invoice.
1.3 Is e-Invoice mandatory for all customers?
No. e-Invoice is optional for customers. Corporate customers typically request a validated e-invoice for tax and accounting purposes, while individual customers generally do not require one.
1.4 Can customer requests for e-Invoice if the drinks or foods are redeemed with voucher/HWC points?
Yes. Customer can request for e-Invoice. E-Invoice will be issued based on net payable amount.
2. Outlet Availability
2.1 How do I know which outlets support e-Invoice?
HWC outlets are implementing the e-Invoicing system by phases. A list of HWC outlets with e-Invoice implementation dates is available in:
• HWC mobile app
• HWC website
• At participating outlets
Link for updated outlet :
2.2 What if I made a purchase at an outlet that does not support e-Invoice?
If the outlet has not implemented e-Invoicing at the time of your purchase, an e-Invoice cannot be issued for that transaction.
3. Eligibility, Timing and How to Request an e-Invoice
3.1 Who can request an e-Invoice and the timing?
Any customer (individual or business) who makes a purchase at a participating HWC outlet may request an e-Invoice, within 3 days from the transaction date.
3.2 How do I request an e-Invoice?
An e-Invoice can be requested through the below methods.
| Mode of Purchase | Request Through | Website Visit |
| Walk-in customers | Scanning the QR code on the receipt | https://hwccoffee.einvoiceportal.my/invoice |
| HWC Coffee app | (Pickup or Delivery) | https://hwccoffee.einvoiceportal.my/invoice |
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4. Information Required from Customers
4.1 What information do I need to provide?
Depending on your profile, you may be asked to provide:
• Full name or company name
• Identification number (NRIC / Passport) or Business Registration Number (BRN)
• Tax Identification Number (TIN), if applicable
• Email address (for e-Invoice delivery)
• Contact number
• Address
• Receipt/Invoice number, Sales amount, Sales date
4.2 Is my information mandatory?
Yes. Accurate information is required to generate a valid e-Invoice. Incomplete or incorrect details may result in rejection.
4.3 How is my personal data used?
Your data is used solely for e-Invoice issuance and submission to LHDN, in accordance with applicable data protection laws.
5. Issuance & Delivery
5.1 How long does it take to receive my e-Invoice?
e-Invoices are typically issued within 1 working day after the request is successfully submitted and validated.
5.2 How will I receive my e-Invoice?
The e-Invoice will be sent to the email address provided
5.3 Will I receive a PDF copy?
Yes. Customers will receive a human-readable PDF version of the e-Invoice for reference.
6. Amendments, Cancellations & Errors
6.1 Can I change my details after submitting a request?
Changes may not be allowed once the e-Invoice has been submitted to LHDN. Please ensure all details are correct before submission.
6.2 What if I provided incorrect information?
If the e-Invoice has not been submitted, corrections may be possible. If already submitted, cancellation and re-issuance will be subject to LHDN rules.
For further assistance, please contact our Customer Service team via WhatsApp at +60 11-3916 7215, or email us at hello.hwc@palaterium.com.
6.3 Can an e-Invoice be cancelled?
Cancellation is subject to LHDN guidelines and may only be allowed within a specific timeframe.
7. Tax & Compliance Questions
7.1 Is SST included in the e-Invoice?
If applicable, SST will be shown clearly on the e-Invoice.
7.2 Can I use the e-Invoice for tax claims?
Yes, subject to LHDN rules and your own tax eligibility.
7.3 Will the e-Invoice be reported to LHDN?
Yes. All issued e-Invoices are reported to LHDN in accordance with regulatory requirements.
8. Technical Issues
8.1 What if I do not receive my e-Invoice?
Please check your spam or junk folder. If you still cannot find it, contact HWC customer service.
8.2 What if the system is temporarily unavailable?
If the e-Invoice system is unavailable, HWC may issue a receipt first （E-Receipt) and process the e-Invoice later, subject to system availability and LHDN regulations.
9. Support & Contact
9.1 Who can I contact for help?
For further assistance, please contact:
• HWC Customer Service via WhatsApp at +60 11-3916 7215
• Email us at hello.hwc@palaterium.com
9.2 Where can I find updates on e-Invoice implementation?
The latest updates, outlet lists, and implementation dates will be published on the HWC app and website.
HWC reserves the right to update this FAQ from time to time to reflect regulatory or operational changes