I need help with... invoices

The quickest way to answer most questions relating to our finance transformation will be via our FAQs and other resources. If your question isn’t answered here, please send us an enquiry via our support request form below – but please note this is unlikely to be the quickest option.

I was expecting to receive an invoice from Co-op but this hasn’t happened.

We understand you were expecting an invoice from Co-op. Since going live, we experienced some issues that caused delays in invoices reaching you. These issues are now resolved, and we’re working through the remaining delays. To keep you informed, we post weekly schedules and progress updates on our news and updates page.

I have received an invoice from Co-op and I don’t understand it.

The format of invoices is different in the new system. You can find more details of the changes on our FAQs, but the main differences are:

Invoice numbers: invoices from Co-op no longer have the TI invoice number prefix.

Consolidated invoicing: tCG, FRTS, Franchise and tCG volumes are now consolidated into one weekly invoice.

Promotional period: the invoice now refers to the contract dates only, and no longer includes the promotional period description. We have put together calendars showing the promotional periods for 2025 and 2026 to help you with this.

Problem not solved? Please check our FAQs here.

Problem still not solved? Submit a support request here.