As communicated earlier, we will be undergoing a financial system upgrade to SAP S/4HANA in November 2023. While we are excited about the many benefits that this new system will bring to our operations, we would like to take this opportunity to inform you that, due to a technical interface issue, the refund functionality will be disabled in MyFinance portal from 7 November 2023 to 31 January 2024. During that period, you will be unable to submit a refund request through MyFinance. To facilitate a smooth refund experience during this period, refund requests will be accepted through E-Mail.

To request a refund, we kindly ask you to follow the instructions below:

  • Send an E-Mail to
  • Update the subject line to "Refund request – BL number- Country name”
  • Use the template to raise your refund requests
  • Refer to the samples mentioned in the template to update requests
  • Enclose the below as proofs for the available credit
    • Copy of payment receipt
    • No Objection Certificate (NOC) in case a refund is sent to third party

You will receive a confirmation E-Mail once the request has been successfully registered. In some cases, the eligible refundable value will be lower than the credit value on the statement; to know the exact refundable value of an open credit, please send an E-Mail to your respective collections partner mentioned on your statement of accounts with the following subject line: “Receivables query – BL number”. Your query will be addressed within two business days.

Please note that during this period, the refund process may take longer than usual due to the increased manual handling. We anticipate a refund request might take up to ten business days to get processed. If you have any questions concerning the above, please reach out to your regular contact person.

We appreciate your patience and understanding as we work to raise and resolve refund requests efficiently. We apologize for any inconvenience.

This information is relevant for customers in the following countries:

China, Hong Kong, Japan, South Korea , Bangladesh, Sri Lanka, Jordan, Kuwait, Saudi Arabia, Oman, Qatar, Macau, India, Nepal and UAE.

Anything you need, we’re here to help


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