ONE Payment Details Submission FAQs
Q: I am new to this platform, how to use this new Payment Details Submission Channel?
A - For a step-by-step guideline, please refer to section “How to submit the Payment Details for payment already processed” in our ePayment User Guide ( Refer from page 19)
Q: Can I submit USD Payment Details through this new Channel?
Q: How to submit Security Deposit Payment Details using it?
Q: My payment details are not getting Validated, what to do?
A -
(1) Please ensure that RTGS & IMPS payments are made at least 30 minutes ago, and NEFT payments are made 2 hours ago.
(2) Check the correctness of your UTR/IMPS Ref. No., Transaction Date and Amount, all three parameters entered by you should be correct.
(3) Contact our Online Chat Team for further assistance using Chat with an Expert option from bottom-right corner, select E-Payment option under Invoice & Charges category.
Q: To whom should I contact for my queries related to this Channel?
A - Contact our Online Chat Team for assistance using Chat with an Expert option from bottom-right corner.
Q: I made the payments 15 days ago but can’t update Payment Details now, what to do?
A - This channel allows you to select a Transaction Date within the last 15 days only, contact our Online Chat Team using Chat with an Expert option from bottom-right corner, to resolve your issue.
Q: I did not get the Receipt after successful Payment Submission?
A -Please wait for 30 minutes after successful payment submission. If you don’t receive it even after 30 minutes then contact our Online Chat Team using Chat with an Expert option from the bottom-right corner, for issuance of Receipt.
Q: Can’t click on the Submit Payment button, it is disabled, why?
A - Possibly Transaction Amount, and Total Payment Amount of all the entered invoices/credit notes is not matching, please check. You may edit the amount in the Payment Amount column against Invoice/s to match it with Transaction Amount, once both amounts are matched then the Submit Payment button will be enabled.
Q: I am unable to input the complete UTR/IMPS Reference Number, why?
A - This field accepts only Alphanumeric characters, please skip any special characters in the UTR Number.
e.g. for UTR Number ABCDEF#123456, input only ABCDEF123456 skipping the # (special character)
Q: Till what time the Chat team will be available?
A - Live Chat support hours: Mon-Fri, 9:30am to 6pm (IST), Sat, 9:30am to 3pm (IST)
Q: I am having problems accessing the ePayment Portal. What should I do?
A - Please try clearing cache and cookies from the browser and try accessing the link again. However, if this method does not solve the problem, please contact us via Online Chat Team during working hours.
Q: I am having issues with the platform. Whom should I contact
A - If you are facing platform issues, such as not being able to submit the UTR/IMPS Details, Invoice Numbers etc. or not receiving the acknowledgement mail after payment submission, please contact us via Online Chat Team during working hours.
Q: Am I only able to input Invoice Numbers one by one?
A - No, you can input multiple Invoice numbers at once by entering the Invoice Numbers in our Template and using our Batch Upload button. Our Template is available on the Landing Page of this module, click on the Download Template button to get it.
Q: I entered the wrong invoice numbers against Payment, and received the Payment Receipt also, what should I do?
A - Contact our Online Chat Team for assistance using Chat with an Expert option from bottom-right corner.
Q: When I click on Chat with an Expert, there are many Chat categories, which one to select for this Channel?
A - select E-Payment option under Invoice & Charges category.
Q: Can I settle the Credit Note amount while inputting invoice numbers during payment submission?
A – Yes, input the Credit Note No. in the respective field for which you wish to settle the balance.
ONE ePAYMENT FAQ
Q: Can I use the ePayment to pay for all of my bookings with ONE?
A - Yes, ePayment can be used to pay for all of ONE’s bookings, including ONE QUOTE bookings. To provide the best payment experience, we localize our ePayment portal to suit customer’s behaviour for specific markets. Therefore please find the list of countries listed in our Starter Pack.
Q: How can I make payment using ePayment?
A - For a step-by-step guideline, please refer to our ePayment user guide.
Q: Which payment modes are supported?
A -The ePayment portal provides the most convenient payment method, suitable for B2B payment behaviour for each specific country.
Q: I am having problems accessing the ePayment Portal. What should I do?
A - Please try clearing your cache and cookies from the browser and try accessing the link again. However, if this method does not solve the problem, please contact us via “LIVE CHAT” during working hours.
Q: I am having issues with the platform. Who should I contact?
A - If you are facing platform issues, such as not being able to process the invoice or not receiving the notification after payment, please contact us by the email address shown in the “Contact Us” page during working hours.
Q: Am I only able to do ”Payment Registration” one by one?
A - No, you can register multiple Invoices at once by uploading the Invoice numbers in a batch using our batch upload template. For details, please refer to our ePayment user guide.
Q: I paid for the wrong invoice or paid the wrong amount. What should I do?
A - Please contact us by the email address shown in the “Contact Us” page during working hours.
Q: Can I make payment in us$?
A - No, payment is accepted in INR only.
Q: Can I check the amount of Invoice and/or Credit Note on the portal before making the payment?
A - Yes, after inputting Invoice No. / Credit Note No., click on Check Amount to display it.
Q: Can I settle the Credit Note amount while making payment?
A - Yes, input the Credit Note No. in the respective field for which you wish to settle the balance.
ONE ePAYMENT FAQ
Q: Can I use the ePayment to pay for all of my bookings with ONE?
A - Yes, ePayment can be used to pay for all of ONE’s bookings, including ONE QUOTE bookings. To provide the best payment experience, we localize our ePayment portal to suit customer’s behaviour for specific markets. Therefore please find the list of countries listed in our Starter Pack.
Q: How can I make payment using the ePayment?
A - For a step-by-step guideline, please refer to our ePayment user guide.
Q: Which payment modes are supported?
A -The ePayment portal provides the most convenient payment method, suitable for B2B payment behaviour for each specific country.
Q: I am having problems accessing the ePayment Portal. What should I do?
A - Please try clearing your cache and cookies from the browser and try accessing the link again. However, if this method does not solve the problem, please contact us via “LIVE CHAT” during working hours.
Q: I am having issues with the platform. Who should I contact?
A - If you are facing platform issues, such as not being able to process the invoice or not receiving the notification after payment, please contact us by the email address shown in the “Contact Us” page during working hours.
Q: Am I only able to create a Purchase Order (“PO”) one by one?
A - No, you can create more than one PO at once by uploading the B/L or invoice numbers in a batch using our batch upload template. For details, please refer to our ePayment user guide.
Q: I paid for the wrong invoice or paid the wrong amount. What should I do?
A - Please contact us by the email address shown in the “Contact Us” page during working hours.
Q: Is it secure to make payment via the ePayment portal?
A - Yes, it is 100% secure.
Q: After payment is made, do we need to send proof of payment by email to ONE?
A - No. Once payment is received in ONE bank account, the system will send the Official Receipt automatically as proof of payment to the registered email address, Depending on each country’s AR reconciliation and collection process, you may or may not have this feature.
Q: Can payment be made in other than local currency?
A - No. Payment can only be made in local currency.
ONE ePAYMENT FAQ
Q: Can I use the ePayment to pay for all of my bookings with ONE?
A - Yes, ePayment can be used to pay for all of ONE’s bookings, including ONE QUOTE bookings. To provide the best payment experience, we localize our ePayment portal to suit customer’s behaviour for specific markets. Therefore please find the list of countries listed in our Starter Pack.
Q: How can I make payment using the ePayment?
A - For a step-by-step guideline, please refer to our ePayment user guide.
Q: Which payment modes are supported?
A -The ePayment portal provides the most convenient payment method, suitable for B2B payment behaviour for each specific country.
Q: I am having problems accessing the ePayment Portal. What should I do?
A - Please try clearing your cache and cookies from the browser and try accessing the link again. However, if this method does not solve the problem, please contact us via “LIVE CHAT” during working hours.
Q: I am having issues with the platform. Who should I contact?
A - If you are facing platform issues, such as not being able to process the invoice or not receiving the notification after payment, please contact us by the email address shown in the “Contact Us” page during working hours.
Q: Am I only able to create a Purchase Order (“PO”) one by one?
A - No, you can create more than one PO at once by uploading the B/L or invoice numbers in a batch using our batch upload template. For details, please refer to our ePayment user guide.
Q: I paid for the wrong invoice or paid the wrong amount. What should I do?
A - Please contact us by the email address shown in the “Contact Us” page during working hours.
Q: Is it secure to make payment via the ePayment portal?
A - Yes, it is 100% secure.
Q: After payment is made, do we need to send proof of payment by email to ONE?
A - No. Once payment is received in ONE bank account, the system will send the Official Receipt automatically as proof of payment to the registered email address, Depending on each country’s AR reconciliation and collection process, you may or may not have this feature.
Q: Can payment be made in other than local currency?
A - No. Payment can only be made in local currency. To make payment in USD, please make payment to Ocean Network Express Pte. Ltd. as per below details.-
HSBC BANK USA, N.A.
452 FIFTH AVENUE, 10018, NEW YORK, USA
Bank Account Number: 000274909
SWIFT Code: MRMDUS33
Branch Name: NEW YORK, NY
To learn more about ONE ePayment, please check out our Starter Pack.
For FAQ in Thai, please click here.
For FAQ in Bahasa, please click here.
