Pakistan Counter Update – Standard Operating Procedure

In order to ensure business continuity for our valued customers, the following changes are being implemented with immediate effect.
We are seeking your support to comply to these guidelines in order to assist us to serve you safely.


  • Documents including Import DOs and Export BLs will only be issued after confirmed bank payments into Hapag-Lloyd Account.
  • The State Bank of Pakistan has now simplified the procedure of online funds transfers. Therefore, we advise you to contact your bank for immediate online fund transfers.
  • To avoid delays, customers must use online fund transfer option for obtaining BL/DO.
  • In case of Pay order submission to bank, payment clearance will take at least two working days. Therefore, BLs/DOs will not be released to customers till payment confirmation from bank.
  • It is mandatory that customer must mention BL / shipment / invoice number on Bank deposit slip to tally with invoiced amount and after Bank realization receipt will be created in system for issuance of DO/BL to ensure timely release of documents.
  • Cheque payment will NOT be accepted.
  • Payment proof in the form of scanned bank receipt for all bank payments (online/ cash) along with copy of pay order/ transfer receipt is to be emailed to following email ID: [email protected]

Please find below the bank account details for Online Fund Transfer or Cash Payment:

Title of Account: Hapag-Lloyd Pakistan (Private) Ltd
Bank Name: HBL Pakistan
PKR account: 0786-79123300-01
IBAN No.: PK53 HABB 0007867912330001

Export BL:

  • For BL release, original Form E and original Bank NOC is required.
  • For shipment where customers are unable to present Form E and NOC (for EPZ, Embassy/Personal effect/Console/Afghan/Re-export), customers must submit relevant documents as per bank directives.
  • Process for online BLs will be the same as in practice. All customers are encouraged to subscribe to EBL facility for OBL printing at customer premises by submitting an LOI to HL office by email for ease of business.
  • For straight BLs, please opt for telex release and Seaway BL in lieu of OBLs.
  • BL release will be subject to prior settlement of payment (inclusive of all charges) and submission of documentation via email to: [email protected]
  • Customers are requested to submit mandatory original documents including bank documents to our counter drop box.
  • Soft copies of Remaining documents alongwith e-payment copies should be submitted via email at least 24 hours prior collection of OBL. Customers may collect OBL thereafter from counter drop box after presenting draft copy and necessary identification.
  • For further queries ,contact +92-21-37133031 and +92-21-37133053

Import Delivery Orders (DO):

For DO’s

  • Only original BL or original Bank Guarantee (in case release against shipping guarantee), V.29 original form for import freight payment (if freight collect at destination)
  • Is required to be submitted at counter drop box at least 24 hours prior vessel arrival or delivery from port, after which e-DOs will be sent to customer’s notified email addresses.
  • Customers are requested to submit soft copy of remaining documents along with e-payment details by email .Documents related to DO may please be emailed to: [email protected]
  • In case of DO release against Seaway or Telex Release, please share endorsed BL copy with authority letter via email and EDO will be shared accordingly. NO visit required at counter.

For Refunds

  • All import refund requests must be submitted via email to [email protected] , hence no visit or hard copy submission is required.
  • Refunds will be disbursed only after receiving confirmation email of refund release from PAKREFUND refund desk.
  • In case of BL printing at destination, customer must submit written request from consignee on letterhead, charges are applicable as per tariff.

For Manifest requests

  • All manifestation requests or correction requests must be submitted to our manifest team on following IDs: [email protected] & [email protected]
  • Customer visit to counter is NOT required.
  • For queries please contact: +92-21-37133028,+92-21-37133008,+92-21-37133022

Drop Box Collection Timings - 09.30 am- 12.30 pm (Mon-Thu) & 09.30 am- 12.00 pm (Fri).

In case of any query, feel free to get in touch with us. The management would like to request you all for your kind cooperation in these challenging times.



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