Guidance

Frequently Asked Questions Order to Cash

Updated 14 March 2023

© Crown copyright 2023

This publication is licensed under the terms of the Open Government Licence v3.0 except where otherwise stated. To view this licence, visit nationalarchives.gov.uk/doc/open-government-licence/version/3 or write to the Information Policy Team, The National Archives, Kew, London TW9 4DU, or email: [email protected].

Where we have identified any third party copyright information you will need to obtain permission from the copyright holders concerned.

This publication is available at https://www.gov.uk/government/publications/revenue-frequently-asked-questions/frequently-asked-questions-order-to-cash

1. What are standard terms of business?

Payment to be made within 30-days of invoice date (except for NATO government agreements which is within 60-days).

2. Has my payment been received?

For external customers please email the Enquiry Centre using the following address [email protected]

For internal customers please use the DBS Digital WorkPlace wherever possible if not use [email protected].

3. How can I ensure my invoice is cleared promptly?

Please include details of 7-digit FPS invoice number/s to be cleared in the relevant information field when the payment is made or send a remittance with invoice numbers listed and the exact amount of the payment

4. How can I ensure there is enough information on my invoice to enable payment?

Ensure invoices quote Purchase Order Number or customer reference, are raised in the correct debtor name and to the correct address and include clear description of the goods/service provided along with the relevant dates/period. Further guidance can be found in links below:

User Guide

Newsletter

5. I am a debtor from a large organisation, and I need my invoices registered on my system before I pay. How do I go about this?

We do not routinely alter our payment system to accommodate individual customer systems. Applications for consideration should be made direct through the enquiry centre email [email protected]. Please ensure any current invoices are paid promptly.

6. Can I pay in another currency other than quoted on the invoice?

No however If you think your invoice has been raised in the incorrect currency –contact the Enquiry Centre [email protected].

7. If none of the above methods of payment are appropriate what can I do?

If none of these methods are appropriate please contact the Enquiry centre [email protected]

8. I have received a credit note what are my options to use it?

  • If the Credit Note states for Information Purposes only it will have already been cleared against appropriate Outstanding invoices
  • If not notify us of outstanding invoices numbers which you would like us to clear using the credit note against.
  • If there are no outstanding invoices please hold on account to use against future invoices and confirm if any there are any restrictions, and which invoices you would like us to clear this against
  • Please request a refund by emailing [email protected] quoting the 7-digit credit note number.

9. If my debt is paid off, do I need to cancel my standing order?

Yes, only you can cancel this and if not, money will continue to be taken from your account.

10. I am a MOD Branch who has instructed a customer to make a payment without an invoice how can I ensure this is booked correctly?

Please email payment details with customer reference to <DBS FPS-Remittances (MULTIUSER) <DBSFPS- [email protected]> quoting the valid RAC, UIN and LPC (If applicable). Ensure debtor submits their remittance to the same email address with matching customer reference enabling OTC Cashier’s to match the receipt to your booking request.

11. Will there be a charge for payments made by debit or credit card?

There will not be any charge to payments made by Debit Card or Credit Card.

12. Can I pay an invoice by instalments?

  • If you are a private individual in MoD accommodation and the invoice relates to Annual water charges, you will automatically be offered the facility to pay by instalments.

  • All other invoices will need to pay in full.

  • If you are experiencing financial difficulty, please submit any payment plan proposal in writing along with reasons and we will consider your request.

13. I have received an invoice from DBS Finance that does not appear to belong to me or my company. What should I do?

Please notify enquiry centre by email [email protected] so this can be investigated and resolved quickly to prevent any further action

14. What is the MoD’s VAT number?

The MOD VAT number is: GB888805068

15. How can I receive my monthly statement by email?

To receive your monthly statement by email, please email your request to <DBSCS- [email protected]> quoting the following:

  • customer number,
  • customer name (as quoted on your statement)
  • confirm the email address to be used.

16. I have read through the answers above and I am still unable to resolve my query who should I contact?

External to MOD

If the answer above has not fully answered your issues, please contact the DBS Enquiry Centre email <[email protected]? Internal (MOD)

For internal customers please use the DBS Digital WorkPlace wherever possible. The previous email address [email protected] can also be used if this is not possible.

Back to top