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.

Yes, you can click on the dispute number to open additional details of your dispute. Any response from Hapag-Lloyd about the validity of your dispute will be included in the details.

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.