Users can initiate a reissue or refund of suppliers payments on the Invoices or Payments in Progress tab.

Important Note: Finexio does not issue a USPS tracking number, when issuing/sending supplier checks. There is a Finexio Payment Reference trace ID (for internal tracking purposes) assigned, for all checks issued.

Locate Payment Management Screen

• Click Client Reporting (on the left side panel).
• Select the Invoices or Payments in Progress tab (bottom of screen).
• Locate the specific payment, utilizing the filters to customize your search.
• Once the payment is located, Select the link icon () under the Manage Payment column.
  • Note: If the link icon does not appear, the payment is not available to manage at that time.
• The Payment Management screen will populate.
• Select Refund Payment or Reissue Payment.

Refund Payment

• If Refund Payment is selected, the Refund Reason field will be greyed out and cannot be edited.
• In the Comments field, insert the reason for the refund request (Note: The character minimum is 5).
• Once completed, select Submit Refund Request.
• The self-service refund button does not create a support ticket. The notes inserted are for the customer to document for themselves.

Reissue Payment

Verification Process Before Reissuing

Before initiating a check reissue request through the portal. 

1. Verify the supplier's remittance address is current.
2. Verify the supplier's name that should appear on the check.

Important Note: If the supplier’s name has changed, it cannot be updated on a reissued check. In these cases, the original payment must be refunded. And a new payment submitted by the buyer under the correct name.

3. Confirm the original payment issue date using the article Locate Supplier's Payment Details.
4. Determine how long ago the payment was issued:
   • Less than 90 days ago: Ask the supplier to allow additional processing time for the printed check to be generated and delivered.
   • 90 days or more: The payment was automatically refunded to the buyer and the customer can reissue payment.
   • If 90 days has passed and the check has not cleared: The customer can decide whether to reissue a new check or refund the payment.
     • When a check has been stopped, always notify the supplier so they can avoid bank fees.

Action Reissuing

Important Note: If the supplier would like the reissue payment to be in the form of an ACH payment, instead of a paper check. Please do not submit the reissue request. 

Advise the supplier to complete the applicable form (Finexio Individual ACH Enrollment Form or Finexio Businesses ACH Enrollment Form), to request Finexio reissue payment as an ACH payment.

• Select Reissue Payment.
  • If the payment was issued by card and the supplier cannot process the card payment (i.e. company does not have a merchant system). Select the box titled "Send this payment as a Check by Mail instead of Card by Mail."
    • Note: This applies to this payment only and will not change the supplier's default payment method. If the supplier no longer wants to receive payment via payment method listed in their profile. We recommend advising the supplier to update their payment method. By logging into the the Finexio Supplier Portal or submit a Finexio Support Request Form.
• Select the applicable reason, in the Reissue Reason field. 
• In the Comments field, add desired information (Note: The character minimum is 5).
• The self-service refund button does not create a support ticket. The notes inserted are for the customer to document for themselves.

• Auto-reissues as a printed check, can take 1–3 business days to be mailed to the supplier. However, the delivery time may vary due to factors (e.g. USPS schedule and holidays).

Important: Please advise the supplier, that if the check original check is received. To dispose of or shred it immediately, as it is no longer valid. Attempting to cash the outdated check may result in bank-imposed fees.

Alert Message: We are sorry that this action cannot be performed on this payment. Please use the Help button to contact or support team

This can occur if (1) the funding is still in process (2) the payment is in completed status or (3) if the payment is via card, the card has been authorized and pending settlement.

• If the user receives this error message once the Submit Refund Request icon was selected. It is possible the payment has already been processed, by the supplier.
• Please reach out to the Unimarket Support team, for further assistance.

What's Next/Related

• Suppliers can update their profile and banking details, by submitting the applicable form (Finexio Individual ACH Enrollment Form or Finexio Businesses ACH Enrollment Form) to Finexio.