Applies to Australia Post and StarTrack business customers with an account.

What is a credit claim?

You can request a credit if you've noticed an invoice discrepancy or incorrect charge on your invoice.

To better understand your fees and charges:

How to submit a credit claim

There are two ways that you can submit a credit claim:

Submit a credit claim using the Business Support Portal

Save time with pre-filled data, track the claim status and receive your credit sooner.

To submit, you'll need access to the Business Support Portal, located within the Merchant Portal. To request access or for help, visit Merchant Portal help and support

Instructions:

1. Log in to the Merchant Portal.

2. Select Launch app for Business Support Portal.

3. In Credit claim, select Create enquiry and follow the prompts.

or

Submit a credit claim using the Enterprise Credit Claim form

Submit a claim through the Enterprise Credit Claim form.

No log in required.

Alternatively, if you have been incorrectly charged for a lodgement that you made at a Post Office, Business Hub or Business Centre, you can raise an investigation where you made the lodgement, within 90 days.

Credit claim process and outcome

After submitting your credit claim, your case will be investigated by the Customer Resolution Team. If confirmed as valid, a credit will be issued.

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