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Ports & Inland

India - Import Processes

Revised guidelines to counter COVID 19 contingency

In view of lockdown situation prevalent across the country and uncertainty surrounding the extension period of such lockdown, we would like to draw your attention to our digital offerings for various import processes.

All import processes except the surrender of Original Bills of Lading may be accomplished vie e-channels and we are using our e-channel partner Odex extensively to achieve this goal.

Please find below details of various import related activities and guidelines:


Customer should place the invoice request on http://odex.co/ under invoice module.

Freight and local charge invoices:

  • Freight Invoice provided only to the consignee
  • Local charges (available on our website) shared with consignee and their agents
  • All invoices raised to the consignee displayed on our Master Bill of Lading
  • Freight and local charge invoices are available to view from ETA-1

Detention Invoice Extension

Customer should place the extension invoice request (detention) on http://odex.co/ under invoice module. Detention invoice shall be posted as per validity requested.

Kindly ensure that validity is maintained correctly, and payments made as per the detention invoice to avoid current DO/other DO for same customer being held up due to outstanding.

**Cut Off for detention extension invoice request: Monday to Friday 1700 hours

KYC Process:

To avoid invoice delays due to missing KYC / desired Invoice party, customer should complete KYC procedure prior IGM submission i.e. ETA -72 hours.


Digital payment transactions preferred for release of cargo. We urge you to use the ODeX payment solution for faster release of Import Delivery Order.

We also accept payments through NEFT & RTGS. Payments confirmed after the amount credits into our account. You will need to send your payment details to [email protected] for confirmation of the same in the below format.

HAPAG’S ACCOUNT NO. 0550509005

We will endeavor to confirm your payment request within 4 working hours. However, confirmations may depend on various factors such as NEFT or RTGS payment cycles and actual time for credit of amount into our account.

**Cut off time for payment confirmation requests: Mon – Fri 1700 Hrs


Delivery Order (DO)

DO request to be placed on Odex against B/L number reflecting in IGM.

Extension Delivery Order / Empty Letter

The Extension Check box should be selected against the BL to submit request for extension with required validity.

DO Request Cut Off on ODeX

Mon - Fri: 1700 hours
**Delivery orders will be processed within 24 hours from confirmation of the delivery order request on Odex
Therefore, customers are requested to ensure applicable payments remitted and documents surrendered at least a day before delivery order / extension delivery order is requested. This will ensure smooth facilitation in release of delivery orders.

Surrender of Original BL
To support the trade our counters across the country are operating (limited hours and days). Customers need to raise a delivery order request on Odex and arrange for submission of OBL’s to the nearest available Hapag Lloyd counter for release of delivery orders.

You may reach out to our customer service on 1800-200-1258 to check on operational status and working hours of the nearest counter.

In the unfortunate event wherein you are not able to surrender the OBL’s at our counter, we request you to reach out to our customer service team at [email protected] who will guide you with appropriate alternate solutions.

Seaway Bills of Lading

We wish to inform that online submission of Seaway BL via ODeX is live for Hapag Lloyd.

The customers can avail these Value added services in a highly securitized manner and enjoy seamless trade via ODeX without having to risk travelling to Hapag Lloyd offices and ensure social distancing.

We also wish to inform you that going forward we will not accept delivery order requests for shipments on Seaway BL via emails.

The consignee can make a delivery Order Request via ODeX and needs to upload scanned documents.
Scanned documents required from the consignee:

1. Endorsed copy of Hapag Lloyd Seaway Bill of Lading
2. Endorsed copies of HBL (if HBL involved)
3. CHA authorization on consignee letterhead. Link for format: Authorization Letter
4. Indemnity Bond receipt copy (if already submitted) for factory de-stuff delivery. Else, you may provide the same on consignee letterhead. Link to indemnity bond format Factory De-stuffing Bond 2020
5. Copy of the payment confirmation message received from our account team with doc number (if paid via NEFT/RTGS)

Import Manifestation - Submission of House B/L, DPD requests, Third Party CFS movement:
We accept such request only via the Odex portal and hence request that customer and their authorized agents submit such request via the Odex portal at least 72 hours prior vessel arrival.
Requests submitted via email will not be accepted.

Free Time Offering - COVID 19 Lockdown
In light of lockdown extension in India due to the COVID-19 pandemic, we extend import freetime on all our containers from March 22, 2020 – May 03, 2020. This applies to all uncleared import containers from March 1, 2020 onwards.
Any container accruing detention for the period from March 22, 2020 – May 03, 2020 (both days inclusive) shall be exempt from import detention. This freetime will be over and above your existing contractual freetime and applies to carrier equipment detention only and to cargo cleared and waiver requested within May 2020.

Contact Information:
In order to action timely responses, we would like to re-iterate the contact information for our Import department.

Since the COVID-19 lockdown conditions, we have initiated our Business Continuity Management Plan while we are working outside of our usual office locations.
Since this time, we are receiving a substantial increase in telephone and email volumes.
Your emails are important to us and we strive to give every email the timely response it deserves.
To help us keep up with the current demand, we ask that you please keep the below in mind;

  • Please send your emails to the correct email address basis the nature of your query.
  • Please avoid adding multiple email addresses in copy.
  • Please avoid sending reminder emails or calling if within the same 24 hour period, as this would lead to a delay in our overall responsiveness.

We sincerely appreciate your understanding and thank you for your continued support and patronage.

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