Payments, invoices and documents

Timelines

Do I need to pay before the release of the Bill of Lading?
Yes, all relevant prepaid charges need to be paid before the Bill of Lading can ...
Do I need to pay before the release of my cargo?
Yes, all relevant collect charges need to be paid before cargo can be released t...
When can I expect to receive a resolution to my dispute?
If you have raised an invoice dispute, we shall get back to you with a resolutio...

Payables

How will I receive my invoice?
Once your invoice is available you will be notified via email with a link to the...
Can I request a physical invoice via mail?
It depends on the country where the invoice is issued. If the country is still u...
What is a late payment fee?
A late payment fee is a charge applicable when you did not settle your invoice w...
Can I change my payable party after bookings are placed?
Yes, you can send a request to our Customer Care team to amend the payer party i...
What is the currency exchange rate?
The rate information has been calculated on the current rates, charges, surcharg...
Can I determine which currency I would like to be invoiced in?
You will get invoiced in your local currency, unless other agreements or regulat...
What are the payment options for my invoice?
We offer several options of payment on our platform and depend on where you are ...
Why does it say Maersk on my invoice?
The main reason why Maersk is shown on your invoice is that we are 'Twill by Mae...
Where can I find my invoices?
Invoices will be sent to you via email or can be checked on 'MyFinance' in our p...

Documentation

How can I amend the details on the Bill of Lading?
If you need to amend Bill of Lading details, please contact us on twillsupport@m...
Can I print out the Bill of Ladings at my own office?
Yes! Just contact us at twillsupport@maersk.com and we will provide you with a '...
I lost my Bill of Lading. Can I get an additional Bill of Lading?
Yes, you will be able to obtain an additional Bill of Lading, after completing t...
How can I amend the details on my Booking Confirmation?
If you need to amend Booking Confirmation, please contact us through twillsuppor...
Can I get a Seawaybill or a Telex Release for my shipment?
You can choose to either have an Original Bill of Lading or a Seawaybill while s...
How can I have my Bill of Lading issued?
If you need to issue a Bill of Lading, please contact us on twillsupport@maersk....
What happens if I lose my Bill of Lading?
Without the Original Bill of Lading, the release of your cargo will be put on ho...
Where do I submit my customs documentation?
If you need to send us your customs documents for container clearance, please co...
How can I request certificates?
If you need to request a certificate, please contact us on twillsupport@maersk.c...
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