I have questions about my invoice. Where can I find help?

If you've received an invoice and have questions, you've come to the right place. Whether it's a change of address, inconsistent amounts or subsequent deliveries, you're sure to find an answer here.

We frequently receive inquiries about invoices or credit notes.

Here you will find the most frequently asked questions and all the answers.

1. New address

• How do I get a new invoice with a different billing address?
  If we have made an invoice to you with wrong billing information, please send an e-mail request to us using email info@icgroup.dk. Include your account number or phone number together with the correct address and the invoice number. We will then make sure to send you a credit note and a new invoice with correct address.

• How do I change a billing address in my customer account?
  If you have a new billing address, please write an email to Customer Care, info@icgroup.dk including your account number or phone number together with your new address, we will then update your information in our system and let you know as soon as it is changed.

2. My account shows something different then my invoice

• The amount (due or credit) on my account does not match any of my invoices. How can I find out what happened and when?
  If your balance does not match a specific invoice, you can find the reason in your 24/7 Customer Center. Here you can see your balance and what it consists of. 

• My account states that I should pay an amount that is not matching any of my invoices (e.g., old double payment + a credit from a return). Pls, send me a new invoice with the amount that I should pay. I need this for my accounting.
  You can find your account statement in your 24/7 Customer Center. Here you can see your balance with all invoices, credits, and payments.

3. Items in backorder

• Why is an item that you have not shipped to me stated on my invoice?
  If an item you ordered is in backorder, it is still stated on your invoice to show you that we have received your order on the specific item, but not delivered it. As soon as the product is back on stock, we will send it to you. You can see that we did not charge you for items in backorder. When we send the backorder to you, you will receive a separate invoice on the backorder.
• Why do I get an invoice when you send me products in backorder? I have already paid the item on the last invoice!
  The invoice always follows the order. If you have an item in backorder, we will not invoice it until we have shipped the product. To the right on your invoice, you can see that we did not charge you for items in backorder. When we send the backorder to you, you will receive a separate invoice on the backorder.

4. VAT and discounts

• Why am I being charged VAT (Value Added Tax)?
  If you order from a country where ICG is registered supplier, we will invoice you with local VAT. If you are ordering from a country where ICG is not VAT registered, you need a valid EU VAT business registration that permits Intra-community supply of goods, to invoiced without VAT. If you are in doubt, please send us an email so that we can check your status.

• Where can I see any discount on my invoice?
  If there is a discount on your invoice it is stated in each line right before the amount on the right of the invoice as a percentage.

• Do I get a cash discount?
  No, we do not issue cash discounts.

5. How you receive your invoice

• Why do I get an invoice in my parcel? You sent it to me via email already and it´s confusing for me or the staff to receive both.
  The invoice will always by default be sent together with the products and as an e-mail. The invoice in the box is as a delivery note, to make sure that you have received everything. If you do not want an invoice in the box, please send us an email, info@icgroup.dk and we can make sure that you do not receive an invoice in the box, but just a delivery note without prices and amounts.

6. Payment reminders

• I have paid my invoice, but I have been sent a reminder. What can be the reason?
  If you have paid within the last three bank days, the reminder has most likely crossed your payment. If not, please send a copy of your payment to us, info@icgroup.dk and we will check as soon as possible.