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Customer Service Guide
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Original invoices can be provided
- EITHER traditionally by post (default)
- OR by online download using My OOCL Center
- OR by EDI
Copy invoices can be provided
- By online download using My OOCL Center
- AND / OR via our system as an automated PDF email attachment (can only be activated for all invoices, so is not appropriate for ad-hoc requests)
- AND / OR via IVR, our automated Customer Service Hotline as a PDF email (suitable for ad-hoc requests)
Feel free to discuss your exact requirements with our Customer Service or Accounts Receivable teams.
Please email invoice queries to OUKLIQRY within 7 days of invoice receipt. So that your query is dealt with quickly, please include appropriate evidence to support the claimed rates, for example a copy of the quotation from OOCL, or a Quotation or Service Contract reference number.
Please email invoice queries to within 7 days of invoice receipt. So that your query is dealt with quickly, please include appropriate evidence to support the claimed rates, for example a copy of the quotation from OOCL, or a Quotation or Service Contract reference number.
Payments should be made in invoice currency only. Customers wishing to pay in currencies other than Sterling should first read our notice which outlines OOCL's policy on this subject.
Whilst our preferred method of payment is bank transfer, we can accept GBP payments by cheque. Cheques must be received and cleared funds available in our account, prior to release being given. You should allow 7 working days for cheques to clear. All payments in foreign currency must be made by bank transfer. Please forward remittance advices to OUKLFIN.
Non-credit customers who require urgent same-day releases of Bills of Lading or import cargo for delivery are encouraged to consider using the Faster Payments Service which is now offered by most banks as an alternative to BACS or CHAPS.
Our bank details are:
| Account Name: |
Orient Overseas Container Line Ltd |
| Bank: |
HSBC Bank |
| SWIFT: |
MIDLGB22 |
| GBP Account |
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| Bank Address: |
60 Queen Victoria Street, London, EC4N 4TR |
| Account No.: |
12127032 |
| Sort Code: |
400530 |
| IBAN: |
GB18MIDL40053012127032 |
| USD Account |
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| Bank Address: |
HSBC Plc, Regional Service Centre Europe, PO Box 125, 8 Canada Square, London E14 5XL |
| Account No.: |
39931320 |
| Sort Code: |
400515 |
| IBAN: |
GB47MIDL40051539931320 |
| EUR Account |
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| Bank Address: |
HSBC Plc Regional Service Centre Europe, PO Box 125, 8 Canada Square, London E14 5XL |
| Account No.: |
57292397 |
| Sort Code: |
400515 |
| IBAN: |
GB73MIDL40051557292397 |
Our VAT number is GB515180374, EORI number GB515180374000
If you have credit with us, please be reminded that the period for which credit is agreed is calendar days from the date of vessel departure for export, or the date of vessel arrival for imports, not from invoice date. Demurrage and / or Detention invoices are due immediately, and do not fall under your credit agreement. Failure to keep within agreed credit terms may result in the account being placed on temporary stop or credit being revoked.
The decision to place an account on stop is not taken lightly, however we do expect our customers to keep to the agreed terms. In the event an account is not kept up-to-date and goes on stop, we will no longer be able to release export Bills of Lading, or deliver or release import cargo until the account is brought up-to-date.
Please also be advised that any new invoice raised while the account is on stop will fall due for immediate payment, i.e. no credit will be applied to these invoices, and the Due Date will not take account of the usual credit period. Such invoices will have to be paid in addition to any other overdue invoices before the account can be taken off stop.
It is our policy to only issue refunds for overpayments when there are no outstanding items due for payment on the account.
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