Below you may find a set of frequently asked questions:
How should we send the invoices, by courier, e-mail or fax?
The invoices should be sent only once by e-mail to the respective Account Officer. Nowadays e-mail is the fastest and cheapest means of communication as it involves no printing or postage costs. Below you may find some tips in order to make this procedure run more smoothly:
We prefer to receive the invoices in XLS or XLM format but if this is not possible either Adobe PDF files or JPG are suggested as they are the most common and reliable file formats. These formats are usually opened by a variety of software and are very difficult to get corrupted. If we receive the files in other formats we may not have the proper software available to read your attachments and may delay our processing time.
Sometimes when an invoice is scanned using very high resolution, the resulting file becomes very large. This makes it difficult and takes even longer to travel via email and get delivered by internal mail servers. The maximum file size that should be provided for an invoice should not exceed 500k. A normal invoice scanned in .jpg or .pdf is usually under 200k. High resolution scanning is usually used to scan non-text documents such as photos or images and this is therefore not required for invoices or text documents.
If you are sending more than one file it is recommended that a compression tool such as WinZip or WinRAR is used to send the files. Again this will reduce even further the file size, and can be sent as one attachment.
It is never recommended that an image of a scan is pasted directly with the text of the email. This will be a problem especially if you are using an email tool which is different from the one that we use as the resulting image may vary from one tool to another. Always send a document as an attachment.
It is very important that the invoices are sent only once; i.e. if the invoices are sent via e-mail please do not re-send the invoices by mail or fax as this will result in us checking your invoices more than once which will ultimately stall our internal processes.
Do I need to send the original voucher with the invoice?
Normally, we do not need the original (or copied) vouchers if all the information related to a particular booking is included on the invoice. On the other hand, in cases when our records do not match the ones mentioned on the invoice, we would require a copy of the voucher in order to verify which details are correct.
What is a shortpayment?
A shortpayment is the discrepancy between the amount shown on the supplier‘s invoice and the amount according to records. In such cases we pay the booking as per our records and in the remittance advice we include a comment that explains our calculation. Please see the remittance advice section for further details regarding short payments.
What is a customer complaint deduction?
We receive on a daily basis from our customer complaint department a list of all complaints which were filed by customers and which resulted in a customer refund. Please note that this information is also sent to the supplier either in a form of an official letter sent by the customer complaints department detailing the nature of the complaint, or via our “Mängelanzeige” form (form is attached).
Further we are also informed if the complaint resulted from lack of service from the supplier. In these cases, we will deduct this amount from the supplier‘s payment. These deductions are shown in the remittance advice with the following text: CC-Invoice Number-Booking Reference or US-Invoice Number-Booking Reference, e.g. CC-123456789-ABCDE.
Please see the remittance advice section for further details regarding customer complaint deductions.
Any further documentation related to particular deduction can be obtained by sending an e-mail to the respective Account Officer (Please click here to go to the detailed list of Account Officers in the Supplier Relations Team).
How are discounts for Brochure and Turnover Contribution calculated and deducted?
Brochure Contribution: The Brochure Contribution is the amount contributed by the supplier towards brochure advertising. This information is included in the contract and is agreed by both parties. The contract will also state if the contribution will be deducted from payments or if it will be paid by the supplier.
There are two main methods of how Brochure Contribution is calculated:
- By deducting a percentage amount on each invoice paid for a particular Season.
- By deducting a fixed amount either at the beginning of the season or by monthly instalments.
Turnover Contribution: The Turnover Contribution is the amount contributed by the supplier towards generated turnover. This information is included in the General Condition page of the contract and is agreed by both parties. Turnover contribution is a percentage amount calculated on each invoice and deducted from the supplier‘s payment.
In cases where brochure and turnover contribution are both expressed in percentage, our accounting system adds up the two percentages (e.g. 1% Brochure Contribution and 1% Turnover Contribution = 2% Total Contribution) and calculates the total percentage on each invoice.
Please see the remittance advice section for further details regarding brochure and turnover contribution deductions.
How are the remittance advices sent?
As soon as the payment is sent to our bank, the remittance advice is sent automatically by our accounting system to the e-mail address inputted in our Suppliers‘ Database. The e-mail will be sent from the destination email address example: . This e-mail account is used by our accounting system to SEND the remittance advices. The mailbox for this account is not monitored and therefore queries about the payment should be sent to the respective Account Officer. (Please click here to go to the detailed list of Account Officers in the Supplier Relations Team).
When I receive the remittance advice, does it mean that the payment was issued?
The remittance advice is only sent after the payment is sent to the bank. The payment takes two to three working days for the money to be transferred to the recipient’s bank account.
How is the Early Booking Discount Prepayment calculated and deducted?
There are two different methods how the Early Booking Discount (EBD) Prepayments are calculated:
Seasonal Prepayment: This is a prepayment that is paid on a fixed date and that covers arrivals for the whole season. This prepayment is calculated for all bookings made until a particular reservation date and which stay falls in a particular period. The details of the EBD prepayment are found on the contract. The prepayment will be deducted in instalments (usually monthly). The deductions are included in the supplier‘s invoices payment. E.g. Prepayment due on the 15.11.08, for all reservations made until 31.10.08, which stay falls in period starting 01.11.08 till 30.04.09.
Monthly Prepayment: We have two types of EBD‘s for which we issue a monthly prepayment:
- Fixed Reservation Date:
This is when the reservation date is the same (fixed date) for all the months. E.g. Reservation date is 31.10.08: On the 05.11.08 we issue a prepayment for all reservations made until 31.10.08, which stay falls in period starting 01.11.08 till 30.11.08. On the 05.12.08 we issue a prepayment for all reservations made until 31.10.08, which stay falls in period starting 01.12.08 till 31.12.08. In this example, the prepayment which was paid on 05.11.08 will be deducted from the supplier‘s invoices payment related to November invoices.
- Rolling Reservation Date:
This is when the reservation date is based on the arrival date. E.g. Reservation date is 60 days prior to arrival: On the 05.11.08 we issue a prepayment for all reservations made until 30.09.08, which arrival falls in period starting 01.11.08 till 30.11.08. On the 05.12.08 we issue a prepayment for all reservations made until 31.10.08, which arrival falls in period starting 01.12.08 till 31.12.08. In this example, the prepayment which was paid on 05.11.08 will be deducted from the supplier‘s invoices payment related to November invoices.
What information is required for bank details?
Supplying the full and correct bank details is vital in order to avoid any complications with the payment transfers. Therefore we always request the following details in order to have all the information available, as might be requested by our banking partners.
• Beneficiary Name (Account Name)
• Bank Name and Bank Address
• Bank Account Number and IBAN (where available)
• SWIFT Code
• Sort Code (UK Banks Only)
• ABA Number – Routing Number (USA Banks Only)