KV Invoice Dispute Stage x

The simple solution to manage invoice discrepancies in real time

Invoice Dispute

Managing your invoice disputes has never been easier! My Disputes is the ultimate solution for hassle-free resolution of any invoice discrepancies. 

Don’t let invoice disputes disrupt your business operations – use My Disputes and experience the peace of mind that comes with streamlined dispute management. 

You can not only create new disputes directly from the tool, but also see their current status and progress, eliminating the need to contact customer service. Additional dispute details and the option to request a second review offer even more transparency. 

Go to My Disputes

Your Benefits

Clear Process      

You will be guided through an intuitive step-by-step process to accurately capture all the needed information for a smooth dispute resolution journey.
                                       

Immediate Dispute Creation

Create a dispute instantly and get a unique reference number in real-time – without any delays caused by manual processes.    

Intuitive Status Overview

After dispute submission, you will have access to comprehensive details about your dispute, including its current status.

Main Features

  • Creating a new Dispute
    With the click of a button and the input of relevant information, you can easily dispute your invoices online.

  • Adding Multiple Invoices
    To make things easy, you can dispute up to 10 invoices at once. Simply click “Add Invoice” on the dispute form to include additional invoices.
  • Dispute Overview
    A structured overview provides you with all relevant information regarding your invoice disputes such as Booking No., Invoice No., Invoice Amount, and Dispute Status.
  • Dispute Details
    Open a detailed breakdown of your dispute, including any responses from Hapag-Lloyd and further information.
  • Request Second Review
    Not satisfied with the resolution of your dispute? If you think something is still amiss, you can request the review of specific disputes, prompting another evaluation from us. 

For more in-depth information access our Invoice Dispute User Guide.

Get started with Invoice Dispute

Watch our step-by-step video tutorial on using Invoice Dispute in the easiest possible way.

Frequently Asked Questions

Yes. You can log multiple disputes for the same invoice. However, it is not possible to log a second dispute, with the same dispute reason, for the same invoice. In this case, the system will return an error.

If you have different invoices with the same mistake, you can dispute up to 10 invoices at the same time. You just need to click "Add Invoice" to include additional invoices to the dispute form.

Currently the 10-digit HL invoice number is supported, but we will evaluate how local/additional invoice numbers can be included in the webform in the future.

Yes, you can click on the dispute number to open additional details of your dispute. Any response from Hapag-Lloyd about the validity of your dispute will be included in the details.

Right now our dispute webform reflects dispute reasons that are present in our internal system. This being said, dispute for Invoice Positions ("line item basis") is currently not possible, but it is one of the features we aim to include in our invoice dispute journey.

Yes, currently you have the option to upload up to 5 files of up to 5MB each per dispute. Allowed file types are: jpg, jpeg, pdf, and png.

All customers who are fully registered on the Hapag-Lloyd website can log and view their disputes with our Invoice Dispute Solution.

The dispute needs to be connected to a fully registered account as “dispute contact” to have all relevant information. Also, for security reasons, the connection between the website and our internal system is only authorized for registered users.

Yes. Whenever you have submitted a dispute with Hapag-Lloyd, you will have visibility of all disputes submitted in the last 90 days and see the progress online. You will also be able to search for specific disputes and/or invoices.

The dispute overview currently brings all disputes that were submitted in the past 90 days, in which you are the payer of the invoice. If your dispute was submitted longer than 90 days ago, or you are not the invoice payer, it will not be displayed in the overview. In the future, we may expand the overview to all disputes.

In the dispute overview, whenever you see your dispute status as "In Review", it means it is already being validated by Hapag-Lloyd.

In some cases, for example when the user or dispute contact are not fully registered in our system, it is not possible to create a dispute automatically. But do not worry, in these cases all the dispute details are forwarded to our team, that will then open the dispute. You don't need to retry nor contact us directly in this case.

Yes, you are able to request a second review online. You will see the option to request a 2nd review on the dispute detail page. It is mandatory to to include a reason for the review request and it's also possible to include attachments.

You are able to request a review for disputes that were rejected in the first validation from Hapag-Lloyd, if the corresponding invoice is not cancelled at the moment you request a review. 

After submitting your invoice dispute online, we aim to revert with a resolution for your dispute within 5 working days.