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Common Questions and Answers
Find quick answers to commonly asked questions in our FAQs.
If you have any additional questions, please don't hesitate to reach out to us.
- What is the preferred method for sending the invoices: courier, email, or fax?
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The invoices should be sent via email to the designated Account Officer for efficient and cost-effective communication. Email is the quickest and most economical method as it does not require printing or postage expenses.
- Which invoice file format do you prefer?
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We prefer to receive invoices in either XLS or XLM format, as these are the most compatible with our systems. However, Adobe PDF and JPG formats are also acceptable as they are widely used and have low risk of corruption. Please note that if we receive invoices in other formats, we may not have the necessary software to open them, which could cause delays in our processing.
- What is the maximum file size that should be used when sending an invoice?
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Scanned invoices that are saved at high resolution can result in large file sizes, which can cause issues with email transmission and delivery. To avoid these issues, it is recommended to keep the file size of an invoice under 500 KB. Normal invoices saved as JPG or PDF files are typically under 200 KB. It is not necessary to use high resolution scanning for invoices or other text documents, as this is typically reserved for images or photographs.
- Is it possible to include multiple invoices in a single email?
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If you need to send multiple invoice files, it is recommended to use a file compression tool like WinZip or WinRAR to combine the files into a single attachment. This will reduce the overall file size and make it easier to transmit the invoices in a single email.
- What is the recommended layout for sending invoices via email?
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It is not recommended to paste an image of a scanned invoice directly into the body of an email, as this can cause issues with compatibility between email tools. Instead, it is best to send the invoice as an attachment. It is also important to only send the invoices once, either by email or by another method. Sending the invoices multiple times can cause delays in our internal processes as we will need to review the invoices multiple times.
- Is it necessary to include the original voucher with the invoice when sending it?
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Usually, it is not necessary to send the original or copied vouchers with the invoice as long as all the relevant information related to the booking is included on the invoice. However, if our records do not match the information provided on the invoice, we may request a copy of the voucher to verify the correct details.
- What is meant by a short payment?
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A short payment occurs when the amount shown on the supplier's invoice differs from the amount recorded in our records. In these cases, we will pay the booking according to our records and include a comment in the remittance advice explaining our calculation. For more information about short payments, please refer to the section on remittance advice.
- What is a deduction for customer complaints?
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On a daily basis, we receive a list of customer complaints that resulted in a refund from our customer complaint department. This information is also provided to the supplier through an official letter detailing the nature of the complaint or through a form called a "Mängelanzeige" (attached). If the complaint was caused by a lack of service from the supplier, we will deduct the corresponding amount from the supplier's payment. These deductions are noted in the remittance advice with the text "CC-Invoice Number-Booking Reference" or "US-Invoice Number-Booking Reference", for example "CC-123456789-ABCDE". For more information about customer complaint deductions, please refer to the section on the remittance advice. If you need any additional documentation related to a particular deduction, you can contact the designated Account Officer (a list of Account Officers in the Supplier Relations Team can be found here).
- Where will you advertise my job vacancy?
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