The customer asks for an e-invoice at the till

A cashier with a queue does not open a guide, so this page is for you, the counter supervisor. The card below is the whole counter routine: print it, write your contact route in the blank, and keep it beside the till. The steps under it explain what BigLedger does with each answer, so that you can brief your cashiers and handle what they pass to you. Allow ten minutes.

Before you print it: e-invoicing is on for the company, the branch is not set to skip e-invoices, and the walk-in account is anonymous (Step 5).

The counter card

Bill below RM 10,000

1. Ask: “Do you need an e-invoice?” No: press Final. Touch nothing on the E-Invoice tab.
2. Yes: ask “In whose name, yours or your company’s?” On the E-Invoice tab, before Final, key that buyer’s ID type, ID number, tax number (a MyKad holder with none leaves it empty), name, address, phone and e-mail. Leave Submission Type empty and Skip E-Invoice off.
3. Details not all there: key none of them. Press Final and say “Keep this receipt. Send its number and your details to ________ soon, before the end of this month.”

Bill of RM 10,000 or more

4. The buyer’s details are needed whatever the customer says. A company buyer goes on the company’s own account, not the walk-in account. Key the details before Final.
5. Anything missing, or Final greyed out: stop and call the supervisor. Do not offer “come back later”.

To change e-invoice details after Final, give the bill number to the supervisor. The till cannot.

Meet GadgetSphere

The counter at GS-KV-01 sells wireless earbuds for RM 249 to a shopper who just wants to leave. Next, an engineer buys an RM 4,299 ultraportable laptop that his employer will reimburse. Then an office manager buys four of the same laptop, RM 17,196, for her company. Three customers, three lines of the card.

Before you start

Four facts sit behind the card. They hold for a company whose e-invoicing is switched on, at a branch that is not set to skip e-invoices.

• A sale below RM 10,000 with no e-invoice request needs nothing keyed. On the shared walk-in account, the receipt waits in the Batch Pool, the back office’s list of receipts for the month’s consolidated e-invoice, and is reported to LHDN (Malaysia’s tax authority) under the General Public buyer when that month’s consolidation runs. See how a finalised document is routed.
• Details go in before Final. At FINAL the bill’s E-Invoice tab turns read-only. After that, only the back office can complete the buyer, in My E-Invoice Admin.
• What you key belongs to this bill, not to the customer account. A sale on the walk-in account can name the engineer or his employer as buyer. Step 1 has the one exception.
• Nothing on the bill’s E-Invoice tab checks that a number is right. It accepts whatever is typed, so cashiers read every number from the customer’s own document or phone, never by ear.

Step 1: Look at the total first

A cash bill of RM 10,000.00 or more whose buyer fails the background check (Step 3) does not wait for the month’s consolidated e-invoice. It goes to the Individual Pool, a back-office list that no scheduled run works by default (the RM 10,000 rule). So the cashier takes the details now, even from a customer who asks for nothing.

BigLedger’s line is RM 10,000 or more, so the till treats exactly RM 10,000 as over. LHDN’s e-Invoice Specific Guideline 4.9 says a sale exceeding RM 10,000, from 1 January 2026; check the current guideline version before you rely on that date.

On a new bill at that amount, at a Malaysian branch, the till shows Regulatory Alert: Transactions of RM 10,000 or more require full Customer Details for E-Invoicing until the E-Invoice tab holds a tax number, ID type, ID number, phone, e-mail and address line 1. It also looks for a customer code, which the tab copies from the account on the bill and gives you no field to type.

If your company has switched the block on (Step 5), Final stays greyed out until the alert clears. A clear alert is not a complete buyer: it does not test the name, city or state, which the background check needs. A blank tax number counts as missing: the fill-ins in Step 3 happen after Final and cannot release it.

For a company buying at this amount (the office manager), put the company’s own customer account on the bill, not the walk-in account. When such a bill is finalised with a business registration number and no tax number, BigLedger asks LHDN for the tax number afterwards. It writes the number it finds onto the bill and onto the account on the bill, which on the walk-in account is the account every walk-in sale shares.

Step 2: Ask whether they need an e-invoice in their name

Below RM 10,000 only. “Do you need an e-invoice?” The earbuds shopper says no: the cashier presses Final and leaves the E-Invoice tab untouched. A customer who is unsure is a no for now, and gets the sentence in Step 4.

Step 3: Ask “company or you?” and key the details

Settle the name first: “In whose name, yours or your company’s?” The engineer decides whether the e-invoice names him or his employer. That decision is his, and every field then describes that one buyer.

On the bill’s E-Invoice tab → Submission (field by field), two controls stay as they are:

• Submission Type stays empty. Choosing Consolidated replaces every buyer field with General Public, and the list has no empty choice to go back to.
• Skip E-Invoice stays off. A bill finalised with it on gets no e-invoice of any kind.

Then key the buyer’s name, address line 1, country, state and city, a contact number of 8 to 20 characters, and the e-mail. The State list is empty until a country is picked.

What happens next. Nothing goes to LHDN at Final. A background check follows, every ten minutes on the default schedule. If the buyer’s details pass, and your company’s and the items’ own e-invoice details are in order, the bill is sent as an individual e-invoice. If something is missing, a bill below RM 10,000 goes to the Batch Pool with the reason listed, and the back office can still complete it there.

Step 4: The customer will come back later

Below RM 10,000 only. The cashier keys nothing, presses Final and gives the customer one sentence. Keying nothing matters: a half-filled tab can still be sent, because BigLedger fills in a placeholder ID number for a buyer keyed with a tax number alone.

“Keep this receipt. Send its number and your details to [your contact route] soon, before the end of this month.”

LHDN’s guideline lets a buyer ask within the month of the transaction (Guideline 4.9, §3.6.8; check the current version). BigLedger’s default monthly run (by document; a company that consolidates by branch has its own schedule) matches it: it takes only receipts dated in earlier months. So during the month of the sale, the back office can normally still add the buyer to the waiting receipt and Save and Resubmit it as an individual e-invoice (Batch Pool).

That is the usual case, not a promise: your back office can also consolidate chosen receipts by hand at any time, so earlier is safer. If your company offers the e-invoice request on its website, customers can do this themselves; by default it finds only receipts dated this month (the request window).

From the 1st of the next month, the default run fires every 30 minutes and takes up to 100 of last month’s waiting receipts each time, Once the receipt is inside a consolidated e-invoice that has gone to LHDN, its buyer can no longer be edited. Your accounts team chooses the correction, such as a sales return and a new invoice; the counter never starts a return to fix an e-invoice (the shopper who comes back).

Step 5: Supervisor — decide what the till leaves to you

BigLedger makes none of these decisions. They fall to you, with whoever owns tax compliance where noted.

• Block Final at RM 10,000, or not. The switch is Enable high sales value validation on the company’s E-Invoice tab. On: Final stays disabled as in Step 1. Off: the alert shows, this check no longer blocks Final, and a bill whose buyer then fails the background check lands in the Individual Pool. Decide with whoever owns tax compliance before cashiers use the card, and never switch it off to release one sale. Check: an RM 10,000 test bill with no buyer details.
• Rule on a large sale with details missing. Get the details, for example by phoning the buyer’s office. If your setting lets the sale finalise without them, take a contact number and pass the bill number to your follow-up person the same day.
• Keep the walk-in account anonymous. A bill with an empty E-Invoice tab is checked against the account on the bill. A walk-in account that holds a name, an NRIC, a full address and a phone number can pass that check even without a tax number, and its receipts are then sent to LHDN in that identity. Check monthly, and after any large sale keyed on it: the account holds no ID number and no tax number. Have customer records corrected; do not delete the account.
• Set the house rule on split bills. BigLedger tests each bill’s total on its own, so an RM 17,196 sale keyed as four bills of RM 4,299 raises no alert. Get the rule from whoever owns tax compliance, and give cashiers the sentence to say.
• Check a doubtful tax number. The new-customer form at the till has Verify TIN on its E-Invoice tab, which asks LHDN whether the tax number matches the ID type and number. The bill’s own E-Invoice tab has no such button; there the check is the customer’s document.
• Name the follow-up person. Someone works the Individual Pool and the late requests, and cashiers know who receives bill numbers. By default no scheduled run does it for you.

What success looks like

Before the customer leaves, the bill carries the buyer they named, or, below RM 10,000, they hold the receipt and the deadline. The next day, open a bill on which details were keyed: its E-Invoice → Submission tab shows the QR code once LHDN has validated the e-invoice. A missing QR code does not say why, so give the bill number to the back office (trace one document to LHDN).

Common mistakes

Related documentation

• How a finalised document is routed and what you can do in each pool: the back office’s side.
• Self-billing: the other way round, when your company is the buyer and issues the e-invoice itself.