Billing / Invoice FAQ's

ShowTop Three Questions
How can I request a copy of my invoice / awb / credit note?

  • Please contact our Customer Financial Service department at 01 7007 32157
  • Or send an email to BILLAT@FEDEX.COM and mention invoice and/or awb number.

I would like to send a package, can you arrange to have it picked-up?

I received an invoice, but it does not show my discount?

  • Please check if weight and service correspond with the information on your awb
  • Please note that our Economy service and 10 kg/25 kg- Boxes are not subject to any discount.
  • Contact our Revenue Operations department at 01 7007 32157
  • Or send an email to BILLAT@FEDEX.COM and mention invoice and awb number. If possible, an additional remark of the reason (difference with the prices received from the Sales representative, difference with the prices mentioned at pickup request...) is an advantage.

ShowGeneral Questions
The package arrived damaged / late and I wish to file a claim. How/what should I do?

  • You need to send a written document ( fax / email / letter) and send it to Customer Service
  • Attention: A claim must be submitted within 21 days after delivery of the shipment if your shipment is damaged or within 9 months after the package was tendered to FedEx when your shipment is lost.

    Fax:

    Email information:
    Austria@fedex.com for Austrian customers
    Address information:
    Federal Express GmbH
    Cargo Nord, Geb. 7
    1300 Wien
    Tel. 0800 123 800

How do I receive a refund or adjustment to my invoice?

  • Refund: Please contact our Collection department at 01 7007 32157
  • Adjustment: Please contact our Customer Financial Service Department at 01 7007 32157 or email to BILLAT@FEDEX.COM 
  • You can always register for FedEx invoice on line, where you can access your invoice information and file a dispute email. www.fedex.com/ 

How can I open an account with FedEx?

  • At time of pick-up, you can contact our toll free number 0800 123 800 Customer Service and they will assist you in opening an account. This may be subject to certain conditions.
  • You can register your name and address using the Account Registration Form at the url:www.fedex.com/at_english/account 

How do I fill in my awb?

Why do I receive 2 invoices for the same shipment?

  • On a FedEx awb you have 2 billing options. One option for the freight charges, one option for the duty and tax charges.
    These charges are always billed on a separate invoice.
    So you can check if it concerns a Freight invoice or a Duty and Tax invoice.

    Freight invoice: On this invoice FedEx charges you the transportation costs to send a shipment. Duty and tax invoice: This invoice is the charge FedEx has to pay to Austrian customs to have your shipment declared.
  • If this is not the case you can contact our Revenue Operations at 01 7007 32157 to get more info and to request eventually a credit.
    You can also Fax, email or send a letter.
    Fax: 01 7007 32158
    Email: BILLAT@FEDEX.COM

    Address information :
    Federal Express GmbH
    Cargo Nord, Geb. 7
    1300 Wien

Can I get the price / rate for a shipment I would like to send?

  • You can contact our Customer Service department if you already have your shipping details at our toll free number 0800 123 800

Can my invoice be sent to an additional address?

  • Yes, this is possible, you should contact our Revenue Operations to communicate the needed details.
    You can call the general number 01 7007 32157 or send an email to BILLAT@FEDEX.COM 

What is a dimensional weight and how do you calculate this?

  • The dimensional weight is the "volume" weight of a package. If this volumetric weight is higher than the actual weight, than this will be charged.
    The charges only apply on your own packaging, not the FedEx packaging.
  • How is this calculated:
    Calculation is based on the length , height and width of your package

Dim weight in Kilos= Length X width X height ( in CM )
                                                       5000

Dim weight in Pounds = Length X width X height( in inches )
                                                               139

 

How is the fuel surcharge calculated?

  • The fuel surcharge is not a fix charge, but rated on a monthly basis and can be checked on http://www.fedex.com/at/fuelsurcharge/

How are the duty / tax calculated?

  • To get the exact calculation or information on duty and tax charges you should contact our Customs services at 0800 123 800
  • An email can be send to BILLAT@FEDEX.COM 
  • Or fax: 01 7007 32158

The duty /tax charge is incorrect. How do I dispute these charges?

  • If your custom document is incorrect you need to file a claim at out Customs department. Please contact Customs services at 0800 123 800 for further information.
  • Address information:
    Federal Express GmbH
    Cargo Nord, Geb. 7
    1300 Wien

How can I register for an invoicing on line access?

  • You can find the register form on the FedEx home page. www.fedex.com/

Can I have a statement of my account?

  • You can send an email / call / fax Revenue Operations at 01 7007 32157
    Fax: 01 7007 32158
    Email: BILLAT@FEDEX.COM

What methods of payments may I use for my FedEx shipment?

  • You can pay your FedEx invoice via direct debit or electronic fund transfer (EFT)
  • You can pay cash at the time of pick-up
  • You can pay by credit card at time of pick-up. Please check your “expiry date”, as this needs to be valid.
  • You can pay by credit card, linked to your FedEx account number.
  • You can call Revenue Operations at 01 7007 32157.
  • You can also fax your request at 01 7007 32158 or send an email to BILLAT@FEDEX.COM 

What is the mailing/email address to reach the invoicing department?

  • BILLAT@FEDEX.COM 
  • Fedex Express GmbH
    Customer Financial Service
    Cargo Nord, Geb. 7
    1300 Wien

ShowInvoice Guide
Invoice Guide