Delay in Refund and Cash Application after system migration

We are excited to announce a significant upgrade to our financial system by transitioning to SAP S/4HANA in October 2024. This upgrade will bring numerous benefits to our operations, enabling us to serve you better. However, we want to inform you about the upcoming changes and challenges that you may experience during this transition. The upgrade to SAP S/4HANA will require us to temporarily suspend some of our financial system functions. We will make every effort to minimise any inconvenience caused and ensure a smooth transition.

Please be informed that due to system migration, the SAP S/4HANA system will be down from 18:00 CET on 4 October 2024 to 20:00 CET on 7 October 2024.

Please note that the following solutions will be suspended in advance:

Refund functionality will be disabled in MyFinance from 1 October 2024 onwards. Any existing refunds raised and approved until 1 October 2024 will be processed in the last pay run on 2 October 2024, provided that all information is provided correctly upfront.

Payment application will not be available from 18:00 CET on Friday, 4 October 2024 to 20:00 CET on Monday, 7 October 2024. Meantime, all payment requests should be addressed to a regular point of contact for closing the AFR tasks manually.

After the system migration, there will be backlogs of payments to be applied and refunds to be processed. Therefore, please expect some delays in processing. Requests will be handled on a first-come, first-served basis, and we aim to conclude all within 3-4 weeks of the new system implementation (9 October 2024).

During the period from 18:00 CET on 4 October 2024 to 20:00 CET on 7 October 2024, the functionalities related to downloading invoices, receipts, credit notes, raising disputes, requesting refunds, and paying invoices will not be available.

If you have questions about the above, please contact your regular contact person. In addition, we would like to encourage you to be proactive in preparing for the transition and perform business-critical activities in advance.

Please note that the dates mentioned in this advisory are related to the upcoming system Go-Live. Our teams are dedicated to making this transition as smooth as possible for the parties involved. We will keep you informed about any updates or changes related to the upgrade.

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:

Asia Pacific: Indonesia, Papua New Guinea, Philippines, and Thailand

Europe: Algeria, Iceland, and Morocco

North America: Mexico

Latin America: Antigua and Barbuda, Netherlands Antilles, Argentina, Aruba, Barbados, Bolivia, Brazil, Bahamas, Belize, Chile, Colombia, Costa Rica, Cuba, Curaçao, Dominican Republic, Ecuador, Grenada, Guatemala, Guyana, Honduras, Haiti, Jamaica, Saint Lucia, Nicaragua, Panama, Peru, Puerto Rico, Paraguay, Suriname, El Salvador, Trinidad and Tobago, Uruguay, Venezuela, and British Virgin Islands.

India, Middle East and Africa: Afghanistan, Angola, Burkina Faso, Benin, Botswana, Congo, The Democratic Republic of the Congo, Côte d'Ivoire, Cameroon, Cape Verde, Djibouti, Ethiopia, Gabon, Ghana, Gambia, Guinea, Guinea-Bissau, Kenya, Liberia, Lesotho, Madagascar, Mali, Mauritania, Mauritius, Malawi, Mozambique, Namibia, Niger, Nigeria, Pakistan, Rwanda, Seychelles, Sudan, Sierra Leone, Senegal, Somalia, Eswatini, Togo, Tanzania, Uganda, South Africa, Zambia, and Zimbabwe.