Pakistan Counter Update –Simplification of Standard Operating Procedure (SOP)

To ensure simple, customer-friendly & time-saving process for our valued customers, following changes in Counter SOP are being implemented with minimal documentation.

We seek your support for compliance to these guidelines to help us serve you better.


  • Documents including Import DOs and Export BLs will only be issued after confirmed bank payments into HL 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 until payment confirmation from bank.
  • It is mandatory that customers must mention the invoice number on the Bank deposit slip to tally with invoiced amount and after Bank realization receipt will be created for issuance of DO/BL.
  • 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:

Customers are requested to submit mandatory original documents to our counter drop box. Soft copies of remaining documents along with 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 OBL & SWB release, original document - Form E, Bank NOC & original Encashment certificate (if applicable) are required to be submitted at the counter.
  • In case of forwarder House BL soft copy can be submitted via email.
  • For miscellaneous cases – EPZ/Embassy/Personal effect/Console/Afghan/Re-export, customers must submit soft copies of CNIC/Visa/Passport/GD/Permission Letter/NOC as applicable.
  • Process for online BLs will remain same as in practice. All customers are encouraged to subscribe to EBL facility for OBL printing at customer premises by submitting an LOI by email for easy subscription..
  • For straight BLs, please opt for telex release /SWB in lieu of OBLs (except Forwarder named BL)
  • BL release will be subject to prior settlement of payment (inclusive of all charges) and submission of documentation via email to: [email protected]
  • For further queries ,contact +92-21-37133031 and +92-21-37133053

Note: Additional documents like Packing list, Commercial invoice are NO longer required.

Import DO:

Original Documents 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 to be emailed to: [email protected]

  • DO release for OBL- original duly endorsed OBL or original Bank Guarantee (in case release against shipping guarantee), V.29 original form for import freight payment (if freight collect at destination) are required.
  • DO release for SWB- original V.29 (encashment certificate) , if applicable is required, whereas SWB copy is required by email.
  • For miscellaneous cases- personal effect Afghan cargo, embassy, ministry cargo, soft copies of CNIC, visa/passport/ticket Afghan permit, as applicable will be required by email.
  • EDO will be shared by email. No visit required at counter.
  • 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 with MBL soft copies must be submitted to manifest team by email to [email protected] & [email protected]
    Customer visit to counter is NOT required.
    For queries please contact: +92-21-37133028, +92-21-37133008, +92-21-37133022

For Refunds

  • All import refund requests must be submitted via email to [email protected], hence no visit or hard copy submission is required.
  • Contact number for inquiries related to refund +92-21-37133045.
  • Refunds will be disbursed only after receiving confirmation email of refund release from PAKREFUND desk.

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

Note: Additional documents for example, commercial invoice, packing list, GD, CY undertaking & Letter of Indemnity from consignee and/or Clearing agent are no longer required.

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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