E-Billing Q&A

Q1 - Will QH users have access to the invoice view in the same way as the customer?

Currently not, but we plan to roll out the integration of -Billing invoices into PcDoc by end Q2 2009.

Q2 - Is there a legal requirement to provide a certain on-line history to our customers?

All legal requirements are on the DHL site. DHL has the legal requirement to archive its invoices in a certain way for a certain period for the TAX and VAT authorities. The on-line history is a service DHL offers to its customers. There is no legal aspect to on-line history made available to the client. If decided to give 12 months on-line history access to the customer. That means 12 months has to be built up from the first e-invoice. No paper invoice history will be made available on-line.

Q3 - What customer data will be kept in Accountis? Where does this data come from?

Customer data kept by Accountis is: account number, email address, company name, contact name, language preference. The customer will not be able to change this on-line, except for the language preference. Only DHL users with the granted permission in Accountis will be able to make changes to this data set. Any changes need to happen in line with the current rules and procedures to change customer data.

The invoice that comes from the local billing system via the gateway will be linked in Accountis to the correct customer via the account number. A unique account number and invoice number is created in Accountis based upon account number + legal entity + billing system and invoice number + legal entity + billing system. In the legacy billing systems accounts need to be flagged for electronic billing, that is all.

Q4 - Is there any Accountis software or hardware to be installed at local or regional level?

No, all hardware and software is hosted at Accountis. DHL only has to redirect from the country website to the e-Billing site at Accountis and push the local billing system data via the gateway to Accountis.

Q5 - Considering the expected low impact on local IS, is there a need for a local IS project?

Yes. Profile required is:

1. Knowledge of what data fields in the legacy billing system correspond with what is on the paper invoice.
2. Knowledge and authorization on how to flag accounts for e-Billing in the legacy system.
3. Knowledge and authorization of sending the legacy billing files to the gateway.

Q6 – DHL has several invoice flows originating from different legacy billing systems. Will there be one invoice lay out presented electronically, or several?

The layout can vary from entity to entity. But we try to ensure the style is consistent for all.

Q7 - Will the Accountis solution be DHL branded?

Everything will be DHL branded according to the corporate rules. Regional marketing has provided the rules to Accountis. The customer web screens and all invoice templates are approved by local Sales and Marketing. All campaign material will be branded as well.

Q8 - Will the customer be able to raise queries on-line?

To register an enquiry against the invoices(s), the customer needs to complete the following actions:

• Click on the invoice number in question.
• Click on the 'Query' button in the top right of the screen.
• Complete the information within the query details screen followed by the 'Save' button.

For a more detailed explanation please refer to the user guide relocated in the FAQ section.

Q9 - If a user is notified about a new invoice in Accountis, can the user reply to this email and where will it be directed to?

The sender email address will be e-Billing@dhl.com, but the customer will not be able to reply to this email. Help and education functions for the customer are available on the website (standard with Accountis), the URL will always be included in the email.

Q10 - What reports will be available to the user and to the customer?

There are several reports. There are reports on invoices status, billing run status and system (web) activity. On the customer side there are sort and search options. If the functionality is added, reporting for the customer becomes more useful (queries, dispute, payment, etc).

Q11 - Is the Accountis price is per mapped invoice or per sent/delivered invoice?

The transaction cost per document, irrespective of document or attachment size. A transaction is the use of the Accountis hub, the actual processing of the invoice data and includes the sending of a document via email (to any number of recipients) and posting it on the website. There is no charge when the customer goes to the web site and downloads the invoice (this can be done an unlimited number of times). There is no charge when an internal DHL user goes on the site and downloads, views reports etc.

Q12 - Will these customers have the possibility to download their own layout (CSV, HTML ...) and what is the cost of this?

Customers are able to download their invoice in PDF, XML, CSV and Oracle. They are also able to view it in HTML on the web. There is no charge for DHL or for the customer to view or download any format. He can do this an unlimited number of times.

Q13 - How will a customer be registered for e-Billing?

Local Marketing and sales have to decide to go for a soft or hard launch for this solution.

Soft: This means that the customer will be invited to register himself for e-Billing on the e-Billing website.This is an easy and quick procedure, fields to be completed are: account number, company name, contact name, email address for e-invoices, telephone number, last invoice number and amount. This data will be validated by DHL. If approved, an email will be sent automatically to the customer with the login (= email address) and temporary password.

Hard: The country will inform the customer they are going to move to e-Billing and will enforce them to register. Or the country can already set up the customers if they have a valid email address and just send a temporary password to the corresponding email address.

Q14 - What is the procedure for mass enrolment?

Internal DHL users can mass enroll customers upon demand:

• DHL provides to Accountis: account number, company name, contact name, email address and language preference (via upload template)
• Accountis will create a login and temporary password per account and send them to DHL
• DHL communicates to its customers: we move to e-Billing, including the login and password for the website
• DHL will update internally the legacy billing systems and the gateway.

Q15 - Is e-Billing Secure?

Yes. E-Billing is more secure than many traditional methods of sending and receiving accounting documents. We use a combination of digital signatures and powerful encryption technologies to protect all invoice data.

Q16 - Is it VAT compliant?

Yes. Our system complies with relevant EU and local VAT legislation.

Q17 - Will it work with the customers finance system?

Yes. Our e-Billing system can integrate with all major accounting packages and can easily integrate with any ERP solutions or bespoke system.

Q18 - Does the customer have to install specific software?

No. The customer only needs access to the internet and to be able to receive email.

Q19 - Can the customer pay its invoices on-line?

This functionality exists but has not been activated. At this moment the customer will have to continue to pay its invoices as he does today for paper invoices. On-line payment will be activated later on.

Q20 - How will the Accountis user be related to the local billing invoice data? Will the Accountis user have to be known within the local billing system?

The invoices that come from local billing system via the gateway will be linked in Accountis to the correct customer via the account number. A unique account number and invoice number is created in Accountis based upon account number + legal entity + billing system and invoice number + billing system. In the legacy billing systems accounts need to be flagged for electronic billing.

Q21 - What is the meaning of the different status codes for invoices?

• Statuses seen by internal DHL users only (invoices with no AES included yet)
• PENDING = CN that are waiting for approval before they are sent to the customer.
• FAILED = all types of invoices that failed the general validation rules whilst processed by Accountis; invoices are not sent to the customer.
• DELETED = CN that are removed from the system. This action will show in the dispatch report.
• Statuses seen by internal DHL users and the customer (invoices with AES):
• SENDING = your invoice has been processed and is currently transmitted to you.
• FAILED TO SEND = the transmission of your invoice encountered a problem and could not be delivered to you.
• SENT = your invoice has been successfully transmitted.