1. Partner sends an invoice to Sunweb Group
2. The invoice is registered, and the partner is informed
3. The invoice is approved, and the partner is informed
4. The invoice is paid (or deducted / settled)
5. The partner receives a payment specification

1. You will be notified throughout the invoice process when the invoice is registered, approved, and paid. You will also be informed if there is a discrepancy.
2. Your invoice status can also be reviewed in the Supplier Portal (See the instructions below on how to onboard to the Supplier Portal if you are not yet onboarded). Once you have access to the Supplier Portal, you will no longer receive email notifications, as the status of your invoice is updated directly in the portal.

In the supplier portal you can find the following invoice statuses:

Approved: your invoice has been approved
Deducted: the credit invoice has been deducted from the payment
Settled: your invoice has been fully processed and the payment is complete, through offsetting with credit invoice.
Paid: your invoice has been paid
Pending: your invoice has been registered in our system, but is only partly matched with the commitments in our system. This can have different reasons, for example: the bookingsnumbers are incorrect, the amounts are different between your invoice and our system. It will take some more days before your invoice is approved as these need to be checked manually by the Accounts Payable department.
Registered: your invoice has been registered in our system. When your invoice has this status for more then 1 day, then your invoice couldn’t match directly with the open amounts in our system. This can have different reasons, for example: the bookingsnumbers are incorrect, the amounts are different between your invoice and our system. It will take some more days before your invoice is approved as these need to be checked manually by the Accounts Payable department.
Rejected: your invoice was rejected and not processed by our system. The reason for the rejection is given in the invoice overview. You have to resend your invoice again via BaVel or in PDF format to PDFinvoice@sunwebgroup.com with the correct invoice requirements.

In order to get an approve invoice, partners must comply with Sunweb Group’s invoice requirements. Please check the invoice requirements here.
If you are in doubt whether your invoice meets (one of) the invoice requirements, please reach out to AP@sunwebgroup.com.

Yes, the Sunweb Group invoice requirements are available in 7 languages.
English
French
German
Greek
Italian
Portuguese
Spanish

In case your invoice has been rejected, it did not comply with one or more of Sunweb Group’s invoice requirements.
Please review the invoice requirements to ensure your invoice meets all criteria.

Sunweb Group performs weekly payments of approved and due invoices, according to the agreed payment terms (our standard payment term is 37 days).
The payment term starts counting from the date the invoice is registered in Sunweb Group’s system.

If your e-mail address is known to Sunweb Group, payment specifications are automatically sent by e-mail on the execution day of the payment.
If you are connected to the Supplier Portal, you can also find the payment specifications there.

Invoices can be sent to PDFinvoice@sunwebgroup.com (PDF only, other formats cannot be processed by our system). Please make sure to attach your invoice in the PDF-format, and that your invoice meets Sunweb Group’s invoice requirements.

Please note that you can send multiple invoices (in PDF-format) in one email, but a PDF can include only 1 invoice. This means you should create a separate PDF-document for every invoice. For contact with the Accounts Payable team you can reach out to AP@sunwebgroup.com.

We are striving to reply to your question within 5 working days. Please include your creditor number when you have a question, so we can help you more easily.
You can find your creditor number on your payment specification.

If agreed in the contract terms, you can charge cancellation fees.

The Sunweb Group Supplier Portal helps partners to gain insights into the payment status of their invoices. You can access the Supplier Portal via the following link: https://supplier.sunwebgroup.com/

If you would like to request your login details or forgot your login details, please reach out to the Accounts Payable team via: AP@sunwebgroup.com.
Please make sure that you change your password after your first login. To change your password, you can follow the steps outlined in the Supplier Portal Manual.

Sunweb Group has partnered up with the baVel platform as a paid electronic invoicing (e-invoicing) solution. This means that you can easily share your e-invoices with Sunweb Group, gain insights into the status of your e-invoices and follow-up on your e-invoices whenever needed.

For more information on the baVel platform, please visit: bavelnetwork.voxelgroup.net/en/travel/index-travel-suppliers.html.
You can also contact the AP team at AP@sunwebgroup.com.

If you are already onboarded to the baVel platform, you can easily link Sunweb Group by reaching out to your baVel platform contact person or via e-mail bavelcommunity@voxelgroup.net.

In case your invoice has not been paid yet, this can have multiple reasons, which may include:

1. We have not received your invoice yet
2. We have received your invoice, but there is a discrepancy so it needs to be manually checked by the Accounts Payable (AP) team
3. The payment terms are not due yet

Our AP team is continuously reviewing invoice discrepancies to ensure invoices can be paid correctly and as soon as possible. After our review, you will be notified via e-mail with the status of your invoice, or you can find the status of your invoice in Sunweb Group’s Supplier Portal.

In case a pre-payment / guaranteed payment has not been paid timely, this is typically due to the payment scheme (resulting from the contract) which was not validated in time internally to ensure that our payment run follows the agreed payment schedule.

In this case, please notify your contact person so our team can adjust the payment scheme accordingly to ensure that future payment runs will be executed effectively.

Credit invoice(s) are automatically sent — if your e-mail address is known to us — to you after the credit invoice(s) have been created. In case you are connected to the Supplier Portal, you can also find credit invoice(s) in your account.

Please contact the Accounts Payable team at AP@sunwebgroup.com by replying to the e-mail and include your questions or remarks on the credit invoice.

Please contact the AP team at AP@sunwebgroup.com by replying to the deduction e-mail and include your questions or remarks on the deduction.

Yes, the invoice template can be downloaded here.

Please contact your designated Sunweb representative or send an email to AP@sunwebgroup.com to request that your email address be added or updated in our system.