DISPUTE POLICY

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This dispute policy is included in the DP World Terms of Service. If there is any conflict or inconsistency between this policy and our Terms of Service, the Terms of Service shall take precedence over any conflicting or opposing terms in any other agreement.

INVOICE DISPUTE

If you dispute all or a part of an invoice, you must notify DP World in writing within five (5) business days. Reach out to the Customer Support Team at support.fulfillment@dpworld.com, and provide as much detail as possible.

  • Email subject must contain the wording: Dispute of invoice [number]
  • State the reason why you are disputing the invoice or a part of the invoice
  • Attach the invoice, print screen and any other documentation you might have

Disputing all or a part of the invoice does not suspend the payment obligation. You are still obligated to pay any disputed amount on the due date for payment.

If you fail to pay on the due date, you will be liable for any interest on the daily outstanding balances, commencing at midnight on the due date of payment and concluding on the date of the actual payment. Please refer to DP World Terms of Service.

UNAUTHORIZED TRANSACTIONS

If you discover an improper access on your account, you must notify DP World immediately at support.fulfillment@dpworld.com. If DP World verifies the Improper Account Access, we will fully reimburse you for all unauthorized transactions made from your account that occurred within 5 days of when you have discovered the Improper Account Access.

If you do not report the Improper Account Access within 5 days of its occurrence, we will still fully reimburse you for all unauthorized transactions that took place within or before that 5-day period. However, you may be held liable for any unauthorized transactions resulting from the Improper Account Access that occur on Day 6 and beyond, if we can demonstrate that we could have prevented the losses had you notified us promptly.

INVESTIGATION TIMELINE

DP World will immediately start the investigation of the Unauthorized Transactions. We will advise you of the results of our investigation within 10 business days after we receive your notice.

If we have made an error, we will correct it promptly. If we need more time, however, we may take up to 45 Days to investigate your complaint or question.

OUTCOME: At the conclusion of our investigation, we will inform you of the results within 3 business days. If we find that there was no error, we will provide you with a written explanation.