FAQ on swisscovery invoices
Do you have a question about an invoice, are you wondering why you are receiving an invoice from SLSP AG or are you wondering who you can contact?
We have compiled various questions and answers about swisscovery invoices below.
Questions about invoices
Various questions and answers are listed below.
Why have I received a bill from SLSP?
You recently used fee-based services on www.swisscovery.slsp.ch, and/or you have had any reminder fees, that are now being billed via SLSP. The Swiss Library Service Platform (SLSP) is a service provider for libraries and, together with them, operates the national library platform swisscovery, which pools academic information from 500 libraries in Switzerland and makes it easy to access and find. In the name and on behalf of the libraries, SLSP bills swisscovery users for chargeable library services.
Which services on swisscovery are subject to a fee?
Please refer to the schedule of fees at SLSP | swisscovery pricing. Please note that libraries affiliated with swisscovery determine individually which services on swisscovery are subject to a fee for their customers, and the level of these fees.
Can I see an overview of outstanding and paid services in my swisscovery account?
- Active: fees have not yet been charged and could still be paid directly at the library (if the service is offered by the library).
- Invoicing in progress: the bill is currently being created or has already been sent. A payment is still outstanding.
- Closed: the fees have been paid. /The fees have been cancelled by the library. /The bill could not be delivered. /After an unsuccessful reminder process, the bill was closed without receipt of payment, and the claim was returned to the library for further processing.
- In Dispute: the library is verifying the legitimacy of the fees.
How often will I receive a bill for fee-based swisscovery services?
Billing is carried out monthly by SLSP for the fee-based swisscovery services used in the month before last (i.e. in May you will receive the monthly bill for March).
There are fees in my account that have not yet been billed. Can these be invoiced early?
Fees are automatically transferred once a month from your account for billing if they are older than 30 days. Earlier invoicing is unfortunately not possible.
Why are services from different libraries listed on the invoice?
SLSP produces a collective bill for all libraries affiliated with swisscovery. The invoice shows from which library the relevant service was obtained. It may be the case that services from certain libraries are not included as they are not part of swisscovery and/or the services are billed by the library directly.
Why am I receiving a bill in English?
The bill will be issued in the language defined as the preferred language in your SWITCH edu-ID account. You can change the language in your SWITCH edu-ID account.
Can I receive my bill by post?
Bills will only be sent by email with the sender noreply@swisscovery.com. Delivery by post is not possible.
Can I store two or more email addresses for billing?
Invoices and payment reminders can only be sent to one email address. For technical reasons, it is unfortunately not possible to send bills to multiple email addresses or addresses in cc.
Why is my bill illegible?
Invoices and payment reminders are sent in PDF format. You need Adobe Reader to read these documents. Please make sure you are using the latest version of Adobe.
Why have I received a bill/payment reminder email without an attachment?
The attachment to our billing or payment reminder emails may not display correctly if the software on your device is not up to date (particularly on certain Apple devices).
If you opened our email with an Apple device, we recommend that you update your software to the latest version. Alternatively, you can try opening the email on a different device or in a different email program.
For a copy of the bill, please contact swisscovery@slsp.ch.
Emails from SLSP end up in my spam folder. What can I do to stop this?
To ensure that emails from SLSP do not end up in your spam folder, we recommend that you set the email address noreply@swisscovery.com (used for bills and payment reminders) to trusted by your email provider. You can usually do this by adding the address to the list of safe senders (Whitelist) or contacts. This way, you can ensure that you will receive future bills or payment reminders in your regular inbox.
How can I pay my bill?
Use the QR code you received via email to pay your bill. The QR bill can be paid using your mobile banking app or e-banking. The QR code (on the last page of the bill) contains all the relevant information necessary for the payment process. Please note that a reference number must be provided when payment data is entered manually. Payments with no reference number cannot be assigned and will be reimbursed, with your bill remaining unpaid.
How can you settle a QR bill if you don’t use mobile or online banking?
The QR code for mobile and online banking is an extra feature on the bill, which still works just like a normal paying-in slip. It contains all the information you need, such as the payee, account number, reference number, currency, amount, etc., so you can also pay the bill using your existing payment methods. If you don’t have mobile or online banking, you can pay the bill over the counter at a Swiss Post branch or with a payment order in an envelope at your bank.
Can I pay my fees by credit card, TWINT or eBill?
Currently, fees can only be paid by invoice. Other payment options are being considered.
Can I continue to pay fees directly at the library?
Please enquire in advance whether this service is still available. Fees that have been billed via SLSP cannot be paid at the library and must be paid using the QR bill.
How can I pay my bill from abroad?
SLSP recommends carrying out transfers in Swiss francs, as the net outstanding amount is due in this currency. All fees for foreign payments are borne by you. To ensure that SLSP, or rather the library, receives the full amount, and your bill is settled correctly, please enter the details from the bill correctly.
As an alternative to expensive foreign payments, bills can be paid for at a branch of the post office ‘Die Post’ in Switzerland, where QR bills can be paid easily.
If you have any problems with payment, please contact swisscovery@slsp.ch.
Is it possible to pay the outstanding fees in instalments?
Payments in instalments may be agreed for high bill amounts. For enquiries about payment in instalments, please contact swisscovery@slsp.ch.
I cannot meet the specified payment deadline. Can it be extended?
To extend the payment deadline, please contact swisscovery@slsp.ch.
I paid too much or paid twice. Who should I contact?
In the event of overpayments or double payments to SLSP, please contact swisscovery@slsp.ch.
What happens if I don’t pay a bill?
If no payment is received by SLSP by the payment deadline, a reminder will be issued. If this reminder is ignored, a second and final payment reminder will be issued after 30 days. If the bill remains unpaid, the library where the fees were incurred reserves the right to temporarily block your access to swisscovery until payment has been made. If you are unable to pay the outstanding amount within the final deadline, please contact the library indicated. The library concerned will inform you how to make this subsequent payment.
What telephone number can I use to reach SLSP?
SLSP does not operate a switchboard. If you have any questions about fees or loans, please contact your library directly. If you have any questions about payment, please contact swisscovery@slsp.ch.
Who can I contact if something’s wrong with my bill?
If you have any questions regarding individual items on your bill, contact the library responsible for the item directly. Complaints are accepted by the library responsible within 30 days following dispatch of the bill.
If you would like to change your billing address, please contact swisscovery@slsp.ch.
My contact details are incorrect. How can I correct them?
Your personal data (e.g. postal address, email address for billing) must be corrected directly in your SWITCH edu-ID account. The libraries cannot process your personal details. Bills are issued via email, and contain your preferred postal address, which you can enter on the registration platform. You can choose whether to use your work or private address as your preferred postal address (swisscovery – Library Card Management and Settings).
You can also save a different billing address and a special email address for billing. Help can be found here.
If your account is an institutional account, please notify us of any changes of address or different billing/email addresses by emailing swisscovery@slsp.ch so that we can make the relevant modifications.
I have accidentally deleted my bill/I never received a bill. Where can I get a copy?
Please send an email with your contact details to swisscovery@slsp.ch to receive a copy of the outstanding bill. Before you do so, please check that the billing email from noreply@swisscovery.com is not in your spam folder.
Please note that bills are issued six to eight weeks after the fees are incurred, i.e. fees from March will be charged in May.
In which case will I not receive a copy of the bill?
A copy of the bill can only be sent for outstanding and paid bills. Bills that have not been paid following the payment deadline will be closed in SLSP’s financial management system and the claim will be returned to the library for further processing. In this case, the library is responsible for further billing.
Why am I receiving another bill/payment reminder for fees I have al-ready paid?
It may happen that not all fees relating to the same medium will be charged to the same bill. Fees are charged according to the date of their occurrence and will be billed six to eight weeks after they arise. For example, fees for the 1st and 2nd chargeable recall for a medium (CHF 5.00 each) may be charged in April, but fees for the 3rd chargeable recall for the same medium (CHF 10.00) may not be charged until May. This may give the impression that you are receiving a bill for fees that you have already paid. Please therefore note the reminder level in the fee description.
If you have already paid the fees in the library, or if you have any questions or concerns about the fees, please contact the library listed on the bill/payment reminder for the corresponding item.
Was your question not answered?
If your question has not been answered in the Q&As above, please contact us using the contact form.
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