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 0820 123 800
  • Or send an email to fr-iad@mail.fedex.com and mention invoice and/or awb number.

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

  • Please contact our Customer Service department at our toll free number 0820 123 800

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

  • Please check if weight and service correspond with the information on your awb
  • Contact our Customer Financial Service department at 0820 123 800
  • Or send an email to fr-iad@mail.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 the FedEx Claims department
  • 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.

    Email information:
    FRMASTER@fedex.com
    Address information:
    Claims Department
    125-135 Avenue Louis Roche
    92238 Gennevilliers, Cedex

 

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

  • Refund: Please contact our Collection department at 0820 123 800
  • Adjustment: Please contact our Customer Financial Service Department at 0820 123 800 or email to fr-iad@mail.fedex.com.
  • You can always register for FedEx invoice on line, where you can access your invoice information and file a dispute email.

 

How can I open an account with FedEx?

  • At time of pick-up, you can contact our Customer Service department at our number 0820 123 800 and an account will be created for you immediately.

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 French customs to have your shipment declared.
  • If this is not the case you can contact our Customer Financial Services at 0820 123 800 to get more info and to request eventually a credit.
    You can also Fax, email or send a letter.

    Email: fr-iad@mail.fedex.com

    Address information :
    FedEx - Customer Account Services
    125-135 Avenue Louis Roche
    92238 Gennevilliers, Cedex

 

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 0820 123 800
  • You can contact our Telesales Department at 0845 601 6060. They can redirect you to the responsible Sales person for your region if you would be in favor of a visit.

Can my invoice be sent to an additional address?

  • Yes, this is possible, you should contact our Customer Financial Services to communicate the needed details. You can call the general number 0820 123 800 or send an email to fr-iad@mail.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/fr/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 0820 123 800
  • An email can be send to fr-iad@mail.fedex.com

 

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

  • If your IM4 document is incorrect you need to file a claim at out Customs department. Also the invoice with all the supporting documents need to be returned to FedEx to be able to file a dispute at the French customs.

Address information:

FedEx Customer Account Service
125-135 Avenue Louis Roche
92238 Gennevilliers, Cedex

How can I register for an invoicing on line access?

  • You can find the register form on the FedEx  home page.

 

Can I have a statement of my account?

  • This is handled by the credit and collection department.
  • You can send an email / call / fax the Collection services at 0820 123 800
    Email: fr-collect@mail.fedex.com

    Address information :

    FedEx - Collection Department
    125-135 Avenue Louis Roche
    92238 Gennevilliers, Cedex

 

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

  • At time of pick-up-by credit card, check, cash. 

    At time of the receiving of the invoice- by check, by bank transfer:

Identification Nationale (RIB):
Code Banque: 30003 / Code Guichet: 04161 /
Numero de Compte: 00020703462 / Cle Rib: 74
Identification Internationale (IBAN):
FR76 30003 04161 00020703462 74
Identifiant Internationale de la Banque (BIC):
SOGEFRPP

The details of the settlement should be mailed to the following address:

virementsfedexfrance@mail.fedex.com

 

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

  • fr-iad@mail.fedex.com
  • FedEx - Customer Account Services
    125-135 Avenue Louis Roche
    92238 Gennevilliers, Cedex