Take a look at our frequently asked questions below - we might have the answer ready for you.

• How do I pay my invoice?

  Paying your invoices online is quick and easy on CustomerZone:

  Paying one invoice or all your invoices:

  1. Select the Pay Invoices box on the CustomerZone home page
  2. A drop down will appear showing all the invoices due for payment
  3. Either select pay now on the individual invoice or the ‘Pay All’ button which can be found on the right hand side
  4. You will be taken to SagePay who will take the card payment on our behalf

  Choosing select invoices for payment:

  1. Select the ‘My Invoices’ tab on the top banner of the home page
  2. A list of invoices will then appear, tag the ones you wish to make payment of by clicking ‘mark for payment’
  3. Click ‘pay marked invoices’
  4. You will then be taken to SagePay who will take the card payment on our behalf

  We also accept payment via BACS (please email a copy of the remittance to cash.allocations@biffa.co.uk), or by card payment over the phone (0800 601 601).

  If you would like to set up a Direct Debit on your account and require a mandate please contact services@biffa.co.uk, including the following information:

  • Account number
  • Contract number or type of bin (e.g. Recycling, General Waste etc.)
  • Site address/postcode
  • The full name and email address of the person who needs to sign the mandate

• How is my invoice calculated?

  Please locate your invoice number found in the top right corner of your invoice. If there is a ‘T’ in it please click here to view our online document explaining these invoices. If you have a ‘C’ in the number please see below:

  

  1. Number of bins emptied
  2. Bin size and waste type
  3. Type of service (Empty would be our standard service where your bins are emptied by the driver)
  4. Number of bins on site
  5. Docket (our reference) number
  6. Date service was completed
  7. Rate you pay per empty per bin, pre VAT
  8. Total cost for each service, pre VAT

   

   

• Why have I received an email from SideTrade?

  Biffa have partnered with a company called SideTrade to provide enhanced flexibility and visibility of your invoices with us. This partnership allows us to send you regular statements of your account and gives you the ability to easily communicate with us about any payment issues.  Any clickable links contained within emails sent to you by us , along with your details, are completely safe and secure.

• How do I use the SideTrade portal?

• Why is my invoice more expensive than last month?

  Our invoices are billed for periods of anything between 28 and 35 days. This is to ensure you receive an invoice a month as opposed to 13 over the year. Or in the case for our quarterly customers, four invoices a year (91 days). As a result costs may vary as invoices cover different durations.

  The lift price is located on your invoice, as highlighted in yellow on the picture below. Check this and see if the actual list price has changed from your invoice before. You can also see the time period and number of days the invoice covers, highlighted in red on the picture below.

  

• How do I change who receives payment related emails?

  If you would like to change the email address registered with our accounts team it is easy to let us know - simply contact the team on 0800 601 601 option 3, option 2, or email credit.control@biffa.co.uk. You will need your account or contract number when contacting us. Both of these can be found on your invoice, or on any communication from us.

• Can I see a list of invoices due for payment?

  Yes, this can be seen very quickly on CustomerZone. You can either view these as a list, or export the information to Excel.

  This will show, amongst other things:

  • Invoice reference number
  • Amount due
  • Date invoice was issued
  • Date payment is due
  • Which site bin is located on

  How to view

  1. Log in to CustomerZone here.
  2. Click the ‘My Invoices’ tab on the top banner
  3. Under ‘Filter Listings’ change the status to ‘Unpaid’
  4. Scroll down and find the invoice you wish to view
  5. Select ‘View Invoice’ from the options on the right hand side
  6. To export the information scroll to the bottom where you will see an option to export in either CSV or Excel format.

  If you do not have access to CustomerZone please register via this link.

  Alternatively you can contact our customer service team on services@biffa.co.uk, including the following information:

  • Account number or
  • Site address/postcode
  • Dates of invoices you require
  • Your contact details

• Can I download a copy of my current invoices?

  Yes, the easiest way to do this is via CustomerZone where you will be able to view your invoice as a PDF file which you can then save or print as required;

  1. Log in to CustomerZone here.
  2. Click the ‘My Invoices’ tab on the top banner
  3. Under ‘Filter Listings’ change the status to ‘Unpaid’
  4. Scroll down and find the invoice you wish to view
  5. Select ‘View Invoice’ from the options on the right hand side

  If you do not have access to CustomerZone please register via this link.

  Alternatively you can contact our customer service team on services@biffa.co.uk, including the following information:

  • Account number or
  • Site address/postcode
  • Dates of invoices you require
  • Your contact details

• Can I get a copy of my old invoices?

  Yes, your old invoices can be found on CustomerZone:

  1. Log in to CustomerZone here.
  2. Select ‘My Invoices’ from the top banner
  3. Under ‘Filter Listings’ change the status to ‘Paid’.
  4. Select the ‘View invoice’ button

  If you do not have access to CustomerZone please register via this link.

  Alternatively you can contact our customer service team on services@biffa.co.uk, including the following information:

  • Account number or
  • Site address/postcode
  • Dates of invoices you require
  • Your contact details

• How do I raise an invoice dispute?

  We’re sorry to hear you don’t believe your invoice is correct. If you need to notify us of a dispute or query then please contact our team on 0800 601 601 or services@biffa.co.uk.

• How will I know when my query has been resolved?

  Once raised your query will be fully investigated by us. When a conclusion has been reached you will be contacted directly to advise on this. The query will then be resolved and will be closed down.

• How do I see my current charges?

  Currently the only way to view your current charges is on your invoice, you will find the lift price and any rental costs details on there.

• I have an excess tonnage charge on my invoice, what is this?

  An excess tonnage charge is a charge we apply when we have collected your container and it exceeds the weight limit of your ‘all in one’ price. We charge this by the kilogram so you will only be charged for the amount you go over your limit.

  How is this charge calculated?

  The line detailing the ‘Excess Tonnage Charge’ shows the weight in kilograms (in the ‘Quantity’ column) that was collected above your standard agreed weight.

  

  In the ‘Rate’ column you will find the price you pay per tonne. The value in the total column is calculated by taking the weight in kilograms, dividing it by 1000, and then multiplying it by the rate per tonne. In this example it would be 175 ÷ 1000 = 0.175, 0.175 x £148.70 = £26.02.

  The general formula for this is: