1. Reporting an issue with an invoice

If there is a discrepancy (e.g. missing items, incorrect quantities, damaged goods, pricing errors), you can report the issue directly in the REKKI app against the relevant invoice.

Once submitted:

• REKKI automatically creates a credit request

• The request is sent directly to the supplier for review

• The supplier is notified and prompted to respond

At this stage, the case is pending supplier action.

2. Supplier review and credit note issuance

If the supplier agrees that a credit is due:

• The supplier issues a credit note

• The supplier submits it to REKKI

• REKKI processes the credit internally

Once processed, there will be a notification in your chat with the supplier on the app, and the funds will be returned via the original payment route:

• If you paid by card → the amount is refunded to your card

• If you use credit terms with TWO → the amount is adjusted on the statement/refunded through TWO

Refund timing depends on your bank or credit provider’s processing times.

3. If the supplier does not respond

If the supplier does not respond to the credit request:

• REKKI automatically sends reminder notifications

• The supplier is prompted again to review and action the request

If the supplier still does not issue a credit note after follow-ups:

• The system will automatically decline your credit request after a certain period of time

4. What to do if a credit is declined or unresolved

If your credit request is declined by the supplier and you don’t agree with this:

• Contact the supplier directly to discuss the issue

If your credit request is automatically declined due to non-response:

• Contact the supplier directly to discuss the issue

• Request that they issue a formal credit note

• Once issued, they need to submit it to REKKI for processing

Important Notes

• Credits are always supplier-authorised — REKKI does not generate credits independently.

• Refunds follow the original payment method.

• Processing times may vary depending on supplier responsiveness and bank/credit provider timelines.