As communicated earlier, we will provide the best possible customer experience to our customers, so we wanted to share some changes we have made to our credit note issuing process to ensure a smooth customer experience. 

Please note that new policies for credit note creation have been implemented, taking effect on 26 May 2023. These changes will help prevent multiple partial credit or debit notes from being issued, which can cause confusion when reconciling statements and delay payments.

Here are the details of what you can expect: 

Previously, when the price of your shipment changed, you would receive a partial credit note or a partial supplementary invoice for the same shipment, along with information explaining the reason for the change. As off 26 May 2023, the original invoice will get cancelled and a completely new invoice with the revised charge is issued. 

We understand that any change in process can be challenging, and we are committed to helping our customers navigate the transition as smoothly as possible. If you have any questions or concerns about these changes, please do not hesitate to reach out to your regular contact person. 

We appreciate your patience and understanding as we work to improve our financial system to better serve you. 

This information is relevant for customers in the following countries:

IMEA: Bangladesh, Sri Lanka, Bahrain, Iraq, Jordan, Kuwait, Pakistan, Saudi Arabia, Yemen, Oman, Qatar, Angola, Cameroun, Gabon, Republic of Congo, Djibouti, Ethiopia, Sudan, Burkina Faso, Ghana, Guinea, Liberia, Ivory Coast, Kenya, Rwanda, Tanzania, Uganda, Madagascar, Mauritius, Malawi, Mozambique, Zambia, Zimbabwe, Benin, Nigeria, Togo, Cape Verde, Gambia, Guinea Bissau Mali, Mauritania, Senegal, Botswana, Lesotho, Namibia, South Africa, Swaziland, Rwanda, Somalia

APA: Singapore

NAM: United States and Canada

EUR: Norway, Switzerland, Poland, Hungary, Czech Republic, Slovakia, Austria, Finland, Latvia, Lithuania, Estonia, Lebanon, Libya, Syria, Bulgaria, Cyprus, Greece, Portugal, Spain, Israel, Croatia, Italy, Malta, Slovenia, Algeria, Morocco, Georgia, Romania, Ireland

LAM: Guatemala, Mexico, Ecuador, Peru, Brazil, Dominican, Haiti, Jamaica, Puerto Rico ,Trinidad and Tobago, Venezuela, Argentina, Paraguay Uruguay, Guyana, Bahamas, Curacao, Suriname, Aruba

The previous announcement on the changes to credit note issuance can be found here.

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