Faq

+ How does the electronic form work?

First, select your role, fill in the necessary information and the reason for contacting us.

You will receive a summary of the message you sent to your email address. The title of the message has a unique identifier beginning with K-FIN, which identifies the messages. If you have not received the message, please also check your spam folders.

+ I sent you a message, what kind of response time do you have?

We will process your message as soon as possible. On average, we respond within 3 business days. If we have to ask for additional information from other parties, the response time may be longer.

The processing time will be faster if you are able to provide us with as accurate information as possible in the message you have sent. If we need more information, we will ask you for it.

If the processing is delayed, we will inform you.

+ I received a payment reminder, what should I do?

The collection of Kesko's sales invoices is handled by Intrum Oy. If you have a payment reminder sent by Intrum Oy, please contact the contact information shown on the payment reminder.

If you have received a payment reminder from Kesko about an open invoice and want to be in touch, select customer as the role at the top of the form. Fill in the required information. Select payments or open invoices as the subject and the reason for contacting the invoice is a payment reminder from Kesko.

+ How do I get a copy of the invoice?

At the top of the form, select customer as the role. Fill in your contact information and VAT number. If you are a private customer, fill in the customer number. Select an invoice sent by Kesko as the subject and select Invoice missing or a copy of invoice is needed as the reason. Fill in the invoice number field or enter other additional information about the invoice. You will receive a copy of the invoice during the same business day if the request matches the invoice details.

+ What do I do with a credit note?

We recommend that you deduct credit notes when you pay debit notes. To make it easier to apply, we recommend that you use the credit notes in the order of the due date and deduct the entire credit note amount in one payment. If the credit note is allocated to several invoices, you can report the allocation via the contact form (Customer – Payment to Kesko or overdue invoice).

If your payment material includes an invoice itemisation, we do not need a separate notification of allocations. If the credit note is not deducted from the payment of debit invoices, the credit note will be paid to the bank account in the customer information approximately 30 days after the due date, if there are no overdue receivables in the ledger. If you use automatic debiting of invoices from your company's account on due dates (bank transfer debit), credit notes will be automatically taken into account in the debits.

+ I have received an interest invoice, what should I do?

An interest invoice is created when the payment of the invoice is delayed from the due date. If you think you have received an interest invoice unjustifiably, you can complain about it by sending us a message. At the top of the form, select Customer as the role. Select an invoice sent by Kesko as the subject and the reason for the contact is Interest invoice isn’t correct. Fill in the fields with the numbers of the interest note and the original invoice, as well as the reason for the claim.

+ My account has closed, how can I reopen it?

The account will be opened after the payment of the invoice has been received. Opening an account does not require separate contact.

+ How do I send a payment reminder to Kesko or inquire about the status of the payment?

At the top of the form, select Supplier or service provider as the role and Sending reminder or statement to Kesko as the reason for contacting the service. Fill in the requested information.

If payment reminders or bank statements are automatically sent from your system in electronic form, please contact us via chat or phone.

+ Where can I find Kesko's invoicing information?

You can find all Kesko's invoicing information here.

+ We are unable to send e-invoices. What should we do?

Instructions on how to send an invoice can be found here. 

+ How to send e-invoices?

All instructions for e-invoicing can be found here.

+ How do I file an invoice complaint?

Primarily, always act according to the instructions on the invoice or the contact information on it.

If the invoice you have received is incorrect, select Customer at the top of the form, the reason for contacting the invoice is Invoice sent by Kesko – Invoice isn’t correct. To speed up the processing, select Kesko's invoicing division, which is shown at the top of the invoice.

+ How do I report a changed customer information?

If, for example, the billing address or billing method has changed, select Customer as the role on the contact form and fill in the basic information. After this, select Customer contact detail from the menu and fill in the required fields.

+ None of these, what do I do?

If you couldn't find a suitable guide or message exchange, don't worry – we're here to help.

As a business customer, you can contact:

• By phone on business days from 10 am to 2 pm EET, at +358 1053 25060.
• Via chat on business days from 9 am to 3 pm EET, when our customer service representatives will help you move forward.

You can find the services for consumers here.