The simple solution to log invoice discrepancies in real time

Invoice Dispute

Submitting a dispute has never been easier.
Introducing our brand new invoice dispute form - the ultimate solution for hassle-free resolution of any invoice discrepancies.

Don't let invoice disputes disrupt your business operations - try our new invoice dispute form today and experience the peace of mind that comes with streamlined dispute resolution. 

Get notified via email about the details and dispute number automatically. Simply log in to the Business Suite to follow the status of your dispute.

If you want to contact us because you have invoice differences or errors, you no longer need to call or email us. Just access the invoice dispute form and create the request with a few clicks.

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 receive a confirmation email with all details of your dispute. You can easily track the progress of your dispute online

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.

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.

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