Welcome to Hapag-Lloyd’s Online Invoice Dispute solution! This simple solution is your single source of truth for all your Invoice Disputes, allowing you to submit invoice disputes and following their progress online, anytime.
This guide is designed for Hapag-Lloyd customers who are shipping cargo globally and need to submit and manage invoice disputes.
Access the Online Business Suite using your Hapag-Lloyd credentials for log in.
Once in the Online Business Suite navigate to the "My Disputes" solution under "Finance" in the left side menu.
Overview of Disputes
Upon opening the application, you'll be presented with an overview of your disputes.
This section displays all disputes linked to your account submitted within the last 90 days. Live data is shown, enabling real-time tracking of dispute progress.
Use filters to narrow down results by dispute or invoice number, or by dispute status.
If no disputes are linked to your account, clear guidance will prompt you to create a new dispute.
Dispute Details
Click on any dispute number to open details of your dispute. Here you will see additional information such as dispute type, but most importantly you will find any response from Hapag-Lloyd about your dispute.
Creating a New Dispute
Click the "New Invoice Dispute" button located at the top left corner of the page. You'll be redirected to the dispute form.
Add up to 10 invoices at a time, providing invoice and shipment numbers. Difference Amount and Currency may be required depending on the dispute type.
All displayed input fields are mandatory.
Use the "Add Invoice" button to include more invoices, and the "Delete" button to remove invoices from the group (available when multiple invoices are added).
Provide detailed reasoning for the dispute to facilitate its assessment.
Up to 5 attachments (jpg, jpeg, pdf, png format; maximum 5 MB each) can be included.
Enter a contact email for the dispute and, if applicable, your customer's reference number.
The email address is pre-filled with your user email but can be edited if necessary (someone else should be contacted instead).
Once all details are entered, submit the dispute.
Confirmation and Overview
After successful submission, you will see a confirmation screen indicating the dispute number(s) associated with each invoice(s) disputed.
From this page, you can submit a new dispute: A new form will open for you to fill out.
Or you can go back to the Dispute Overview, where the newly submitted disputes already show up.
Please Note: The contact email provided in the dispute form will receive all notifications related to the dispute. The dispute will also be visible in the Dispute Overview for the designated contact person.
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.