Invoicing FAQ

Please see below common question on Invoicing and billing:

Why does the price on the waybill different from the quoted price?

There are different reasons why the waybill is different from the quoted price. If this happens, please ask the customer to send a copy of the waybill and invoice to Business Support so we can conduct an investigation.

Once the documents are received, 154 Support team will email Invoice Query to check/review the charges. 154 Support team needs to make sure that follow ups are consistently made and updates are sent to the customer. Invoice Query tracker needs to be updated.

What is a non-conveyable charge?

TNT applies a non-conveyable charge to items that are unable to travel safely on a conveyor system because of size, shape or packaging.

The non-conveyable surcharge isn't limited to dimensions only. There are various reasons why an item may be non-conveyable.

You may dispute this by raising an invoice query ticket.

I booked a timed service shipment but it arrived a day late, can I request for a claim?

Yes, the customer can request for a claim.  154 Support team will email courier to request for an investigation from the courier. If the investigation turns out that it was the courier's fault then a claim request will be submitted to the account manager.

Why is the courier sending me to send a copy of the courier's invoice then forward it to the Invoice Query team for review. If determined that the customer was charged twice, Credit Control will initiate a claim request from the courier.

My consignee did not receive the item as it was sent to the wrong address, can I request a claim for this?

154 Support team must first email courier with details provided by the customer to check if this is eligible for a claim.  If yes, we will request for a claim through the account manager.

Why was I charged additional charges (i.e. handling charge, cancellation charge) when this was not what we’ve agreed upon?

154 Support team will ask the customer for a copy of the invoice received. It will then be forwarded to courier for investigation. If determined that it was erroneously charged, Invoice Query team will initiate a claim request.

A tracking number in my invoice doesn’t belong to us.

154 Support team will ask for a copy of the invoice to be forwarded to Invoice Query team for investigation. If determined that it was erroneously charged, Invoice Query will initiate a claim request. 

NOTE: during Lock down and the Pandemic the Money back guarantee has been suspended by couriers and so 

1. Delivery times of timed service are not guaranteed
2. Collection times are not guaranteed by couriers (including next day collections)