Invoicing, payment and claims

Disputes

What happens if my dispute is rejected?
We do a thorough investigation before making a decision of whether we should acc...
Can I request my invoice to be changed, if some of the charges were supposed to be billed to my partner?
We work with a two party setup i.e. one party at origin side and another at the ...
What happens if my dispute is accepted?
If we accept the invoice dispute you raised then you can expect a revised invoic...
Can I dispute my invoice if I do not agree to what has been billed?
Yes, you can see and pay all your invoices under 'MyFinance' on our Twill platfo...

Cargo claims

What information do I need to provide when raising a claim?
In case of cargo loss or damage, please contact your local customer service agen...
What should I do if my cargo has arrived damaged?
In case of cargo loss or damage, please contact your local customer service agen...

Timelines

When can I expect to receive my invoice?
You will receive one or more invoices depending on the charges you are supposed ...
When can I expect to receive my credit note?
In order to get a credit note you would need to raise a dispute for your origina...
When can I expect to receive my compensation?
If you requested the compensation because we delayed the departure of your cargo...
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

Where can I find my invoices?
Invoices will be sent to you via email or can be checked on 'MyFinance' in our p...
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...
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...
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