Frequently asked questions about eInvoicing

• What is an e-invoice?

  An eInvoice is an electronic equivalent for a paper invoice and has the same legal force as a standard invoice.

  Legal basis:
  The Act of 11 March 2004 on the Value Added Tax (Journal of Laws No. 54, item 535 as amended).
  

• What is the difference between an eInvoice and a paper invoice?

  The difference between an eInvoice and a paper invoice is only in the way it is delivered to the customer. An eInvoice can be printed and kept as a paper version, but can also be saved, for example , to a computer hard drive, a CD or some other drive for electronic file storage.

• Is the eInvoice safe?

  Yes, the eInvoice is safe. It is secured with an electronic signature and, in addition, it uses advanced encoding technologies. At the same time this solution guarantees quick transfer and makes the document available, a much simpler method of sending and receiving accounting documents than that of traditional methods.

  When using PDF e-invoices, in order to verify an electronic signature, Adobe Acrobat Reader software must be downloaded from  Abobe’s site and installed

• Is the eInvoice connected with any additional charges?

  No, using eInvoices is totally free of charge.

• What should be done to receive eInvoices?

  In order to receive eInvoices, the invoice recipient should file a relevant approval:

  • electronically (when registering for the DHL eCommerce Invoice application)
  • or by e-mail to efaktura.pomoc.dhlparcel@dhl.com. For better Customer identification, please include VAT number, and e-mail address (at least one) for sending the eInvoices to.
• How do I know if that eInvoicing has been activated?

  Once you have approved your electronic registration, or if you have registered your written consent, we will open an account/profile for you in the DHL eCommerce Invoice app.

  Then you will get an e-mail with an activation link from efaktura.dhlparcel@dhl.com . The link is active for 30 days. In order to fully benefit from our website functionality, follow the instructions in the e-mail message. The link is active for 30 days. To take full advantage of the functionality of our website, please follow the instructions in the e-mail. 

• How will the e-invoice service work in DHL eCommerce?

  When DHL issues an invoice, it will automatically be visible in the DHL eCommerce eInvoice application. When DHL issues an invoice it will be automatically visible in the DHL Parcel eInvoicing application. At the same time information on a new eInvoice will be sent to the e-mail addresses given during registration or written in the form.

  The email will contain a link to the document. After clicking the link a PDF document will be opened, either to print off or save in a specific location. Viewing and saving/printing the document does not require logging in to the application.

• What functionality is available on the DHL eCommerce invoice app?
  • Access to your own documents via the Internet - any time from any place.
  • The possibility of generating and saving reports (e.g. an invoice report).
  • The possibility of viewing and downloading scanned copies of consignment notes.
  • The possibility of managing your user account - adding/deleting e-mail addresses, where documents are to be sent to.
  • Download documents in XLSX format.
• Are the links from e-mails active for an indefinite period?

  For security reasons the links sent via e-mail are active for 30 days. After the 30-day period has passed it is still possible to download the eInvoice after logging in to the application.

• I do not remember my password. How can I recover it?

  Click the Link and select "Do you not remember your password?" option. Then proceed according to the instructions.

• How can I set a secure password for the application?

  A secure password may not be a repeat of the last 12 passwords and should contain:

  • minimum 8 characters
  • at least 3 of the following 4 criteria:
    (a) lower-case letters
    (b) upper-case letters
    (c) digits
    (d) special characters.
• Can the information on a new eInvoice be sent to a single e-mail address only?

  The information on a new eInvoice can be sent to several e-mail addresses. In the form you need to give all e-mail addresses, where the information on the new eInvoice is to be sent to. You can also add more e-mail addresses using the "Customers" tab.

  To do this, double-click the account you want to add an e-mail address to. Enter the new e-mail address into the "Users" field; click "+" and confirm the change with the "Save" button at the bottom of the page.

• How long will e-invoices be available in the DHL eCommerce eInvoice app?

  The archive containing issued eInvoices will be available in the online version in accordance with the provisions of the applicable law, i.e. for 7 years / 84 months from the day of issue. The eInvoice archive does not contain any documents issued in paper versions.

• I cannot find the e-invoice in the DHL eCommerce Invoice app. What should I do?

  Please check in the application for international eInvoices or contact us.

• How do I confirm that the e-invoice received was issued by DHL eCommerce?

  A PDF eInvoice is provided with an electronic signature, which confirms its authenticity. In addition, the e-mail message with the information on a new eInvoice will be sent from the efaktura.dhlparcel@dhl.com account. You should however confirm your anti-spam filter does not block messages sent from this address.

• Do I have to install any additional software to be able to receive eInvoices?

  No, you do not need to install any additional software (with one exception, described at the end of this section). Using eInvoicing is possible provided that the user’s data communications system meets the following minimum technical requirements:

  • one of the following browsers: Mozilla Firefox, Google Chrome, Opera, Safari or Internet Explorer 11
  • screen resolution of 1280 x 720 or higher.

  When using PDF e-invoices, in order to verify an electronic signature, Adobe Acrobat Reader software must be downloaded from Adobe’siteand installed.

• What format are eInvoices available in?

  eInvoices are available as PDF files. Additionally, once logged in to the application you can download them as XLSX files.

  At the same time, we would like to inform you that you can still forward electronic attachments with the invoices. If you do not currently use them, but you are interested in receiving them, send your application to efaktura.pomoc.dhlparcel@dhl.com, giving your customer number and e-mail address.

• Can I import an eInvoice to my system directly?

  In order to configure EDI direct connection for downloading XML data please contact us.

• Do eInvoices contain the lists of parcels?

  Yes, the list of invoiced parcels will be available on an eInvoice with detailed information (such as the sender, the recipient, quantities and types of service).

  In addition, by viewing your e-invoice in the DHL eCommerce eInvoice application, you will be able to view and download scans of billed waybills.

• Can I pay an eInvoice online?

  This option is currently unavailable. You should pay eInvoices in the same way as before.

• How can I change the e-mail address for sending notifications about eInvoices?

  Enter your current email address in the DHL eCommerce Invoice app under “Customers". To do this, double-click the account you want to add an e-mail address to. Enter the new e-mail address into the "Users" field; click "+" and confirm the change with the "Save" button at the bottom of the page.

  An out-of-date e-mail address can be deleted in the "Customers" tab. To do this, double-click the account you want to delete an e-mail address from. Select an e-mail address to be deleted (by clicking it) in the "Users" field; click "-" and confirm the change with the "Save" button at the bottom of the page.

• Can I update my company data online?

  You can report changes to your company's data in our Contact Center

  Tel. 42 6 345 345 or with your DHL eCommerce Sales Representative.

• How can I make a complaint about an eInvoice?
  • Financial complaints about improper charges or payers should be reported using our complaint form
  • Complaints about the quality of our service, e.g. damaged parcels, late delivery should be reported here
• Is it possible to get both electronic and paper invoices at the same time?

  An invoice can only be in one format: electronic or paper.

• How can I resign from an eInvoice?

  To resign from eInvoice, please sent a notification to us:

  • by e-mail to efaktura.pomoc.dhlparcel@dhl.com. For better Customer identification, please include VAT number.
  • or in writing to DHL eCommerce Polska Sp. z o.o. Głuchowo Branch (Invoicing Department), ul. Komornicka 1, 62-052 Bailiffs).
• Need more information?

  Write to us: efaktura.pomoc.DHLParcel@dhl.com