Invoicing, payment and claims

Payables

Why does it say Maersk or Sealand on my invoice?: The main reason why Maersk or Sealand is shown on your invoice is that we are 'T...
Where can I find my invoices?: Invoices will be sent to you via email or can be checked on 'MyFinance' in our p...
What is the currency exchange rate?: The rate information has been calculated on the current rates, charges, surcharg...
How do I pay my invoices?: You can pay invoices you receive in two ways. Find more information here....
How will I receive my invoice?: Once your invoice is available you will be notified via email with a link to the...
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...
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...

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 rejected?: We do a thorough investigation before making a decision of whether we should acc...
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...

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...

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 ...
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 a resolution to my dispute?: If you have raised an invoice dispute, we shall get back to you with a resolutio...
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...