We will will issue a credit note if there is a need to cancel all or part of an invoice that has already been issued. This is done to keep accounting records straight as invoices cannot be deleted or edited once issued.
The credit will be added to your account and can be applied to future invoices. For missing or damaged items, we can submit a claim with the relevant courier on your behalf.
Information required for credit note
In order to process the credit note, we will need the following information from the customer depending on the reason why the credit note is being raised.
- Overpayment – date/time of invoice, payment reference, what the invoice relates to and the amount in dispute.
- Problems with service – summary of the issue including any associated costs the customer has incurred with evidence.
- Damaged goods* – date of shipment, tracking number, photographic evidence of the damaged items and copy of the associated cost invoice to process the claim of the damaged items within 7 days of discovery of the damage as there is a limited window for claims.*
- Missing items* – date of shipment, tracking number and a copy of the purchase/manufacturing invoice within 7 days of discovery of the missing item to allow us to process the claim.
Requesting a credit note
To request a credit note please email firstname.lastname@example.org setting out the required information above. A member of our customer service team will investigate and your credit note will either be processed internally or raised with the requisite courier.
Once the request has been processed, the agent will respond with the outcome, either successful credit note, claim or unsuccessful claim along with any other supporting information.
If you require any further information or would like to speak to a member of our team please call 020 3950 7860.