In reference to the advisory released on November 21, 2022 (E- OVERPAYMENT REFUND SUBMISSION ADVISORY) on the new online platform for Overpayment Refund Request Submission and Processing. Below would be the updated process of submission request and payment advice.

This will guide our customers to submit the correct and complete documents.

- Request shall be automatically queued in our monitoring database for our personnel to process in a First IN – First OUT basis.
- Same as normal operations, we would be implementing a cut-off receiving time of 4:00PM from Monday to Thursday only (Strictly No Submission
on Fridays, Weekends or Holidays).
- Any request after the 4PM cut-off would be treated as request for the following working day (if any).
- All documents will be further evaluated for completeness and accuracy. You will be contacted accordingly for any issues.

In addition, please be advised that you will no longer receive emails regarding payment advice/notification on your Overpayment refund from an Ocean Network Express Philippines, Inc. (ONE) personnel. Please refer to the emails sent by Hongkong Shanghai Banking Corporation (HSBC Advising Service). This will serve as the official notifications regarding your Overpayment refund.