Troubleshooting Finexio Supplier Payment Issues

  • Updated

The information below will assist with troubleshooting Finexio supplier payments. To identify what is occurring and how to assist the supplier further.

 

An ACH Payment Was Returned

  1. Confirm the supplier's bank account information is correct.
  2. Verify the supplier's name that should appear on the check.
  3. If the banking information is incorrect:
    • Ask the supplier to update their banking details, within their Finexio Supplier Portal or submit a Finexio Support Request Form. 
    • Inform the supplier the payment will automatically be reissued as a printed check, using the remittance address on file.
  4. Confirm the supplier's remittance address by following the instructions in View a Supplier's Finexio Profile.
    • If the remittance address is incorrect: The supplier must update it within their Finexio Supplier Portal or submit a Finexio Support Request Form. 

 

A Virtual Card Expired Before Use

  1. Inform the supplier that unused Virtual Card payments automatically convert to a printed check after the 30-day expiration period.
  2. Confirm the supplier's remittance address.
  3. Use View a Supplier's Finexio Profile to verify the remittance address on file.
    • If the remittance address is incorrect: The supplier must update it within their Finexio Supplier Portal or submit a Finexio Support Request Form. 

 

Supplier Received Payment by ACH and Not Preferred Method

  1. Check the supplier profile to confirm the payment method designated. This help article will assist: View a Supplier's Finexio Profile 
  2. Review the Version History section of the supplier's profile. To confirm if any updates were made to supplier payment method. If so, document the date/time when change was made.

  1. Review the date/time when the payment began processing by Finexio and the payment method designated. This help article (Locate Supplier's Payment Details) will assist with locating the payment in Finexio's portal.
    • If the supplier payment method (within their profile) aligns with the payment method, used to issue payment:
    • If the supplier payment method (within their profile) does not align with the payment method, used to issue payment: 
      • Reach out to the Unimarket Support team, for further assistance.

 

Supplier Received Payment by Card and Not Preferred Payment Method

If a supplier received payment by Card and it is not their preferred payment method. 

  1. Review the supplier's payment method elected, within their supplier profile. This help article will assist with viewing View a Supplier's Finexio Profile.
  2. If the payment method within profile aligns with payment method used, to issue payment. We recommend supplier update their payment method, by accessing the Finexio Supplier Portal or submit a Finexio Support Request Form. To ensure all future payments are issued using the preferred payment method.

In the meantime, the customer can reissue the payment as a paper check, using the help article Reissue/Refund Supplier Payments.

Note: This applies to this payment only and will not change the supplier's default payment method. 

 

A Supplier Did Not Receive Their Check

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.

  1. Verify the supplier's remittance address is current.
  2. Confirm the original payment issue date using the article Locate Supplier's Payment Details.
  3. Determine how long ago the payment was issued:
    • Check issued less than 90 days ago: Ask the supplier to allow additional processing time. For the printed check to be generated and delivered.

Important Note: Once checks has been processed, issued and handed over to USPS. Finexio no longer have control over the delivery process or transit times.

  • Check issued, 90 days or more: The payment was automatically refunded to the buyer and the customer can reissue payment utilizing help article Reissue/Refund Supplier Payments.
  • 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. By, utilizing help article Reissue/Refund Supplier Payments.

 

Supplier Desires to Change Payment Terms

  • Finexio and Unimarket does not manage or negotiate payment terms. Only customers have the ability to negotiate payment terms assigned, if desired. As they are the persons who set payment terms for suppliers.

 

Supplier Need to Update Profile 

 

Supplier Inquires About ACH Enrollment Status

  • If the supplier has a support ticket with Finexio, associated with their ACH enrollment request. They can respond to the latest email, with any follow up questions.

 

Supplier Desires Address Confirmation of Payment Method

 

Supplier Need to Update ACH Banking Details

Preferred Option: This process to ensure all validations checks are completed, by Finexio.

Individual/Student Suppliers:

  1. Advise supplier login into the Finexio Supplier Portal to access their profile. 

  2. Confirm the supplier category
    • The Category field must be set to Individual or Student for the form to be available. Student profiles require a .edu email address. 
  3. Add or confirm the primary contact
    • The form is emailed only to the primary contact on the profile. Make sure the name and email are correct and it belongs to the actual payee. 
  4. Send the ACH enrollment form from the profile
    • From the profile, select Send Enrollment icon. The primary contact receives a secure link to complete, e-sign, and submit the form. 
  5. Finexio reviews and confirms
    • Bank details are checked through Account Validation Service (AVS) and proof of account ownership is reviewed. Within 3–4 business days Finexio Customer Operations notifies the supplier whether enrollment was successful or if more information is needed.

 

Business Suppliers:

  1. Suppliers must complete and submit the applicable form (Finexio Businesses ACH Enrollment Form), to the Finexio Support team for processing.

 

Customer Note: Customers can send the form directly to the supplier, from within their Finexio profile. This help article will assist: View a Supplier's Finexio Profile.

 

Alternate Option:

Customer-validated ACH payment method update: If the customers opts out of advising the supplier to submit the Finexio ACH Enrollment Form. 

  • Customers must independently complete their own validation, of the supplier’s banking information. The customer can update the ACH details directly within the supplier’s Finexio profile via the Finexio portal.

Customer Important Note: The customer will assume full liability for the accuracy of the ACH information entered. Any account information entered in the Finexio portal, is not validated by Finexio. Banking details entered onto Finexio's portal are not ran through Account Validation Service (AVS).

  • This help article will assist with taking action: View a Supplier's Finexio Profile 

  • Once completed, please notify Unimarket Support with the following information:

    1. Confirm the customer completed the validation

    2. Added the supplier ACH payment details and 

    3. Provide the supplier’s exact Finexio Supplier ID number(s). That is listed within the supplier’s profile (Note: For security purposes, please do not provide a screenshot of the supplier’s banking details).

Upon receipt, the Unimarket Support team will submit a request to Finexio. To enable the supplier's ACH payment method.  

 

Supplier Desires to Enroll in ACH Payments

Preferred Option: This process to ensure all validations checks are completed, by Finexio.

Individual/Student Suppliers:

  1. Advise supplier login into the Finexio Supplier Portal to access their profile. 

  2. Confirm the supplier category
    1. The Category field must be set to Individual or Student for the form to be available. Student profiles require a .edu email address. 
  3. Add or confirm the primary contact
    1. The form is emailed only to the primary contact on the profile. Make sure the name and email are correct and it belongs to the actual payee. 
  4. Send the ACH enrollment form from the profile
    1. From the profile, select Send Enrollment icon. The primary contact receives a secure link to complete, e-sign, and submit the form. 
  5. Finexio reviews and confirms
    1. Bank details are checked through Account Validation Service (AVS) and proof of account ownership is reviewed. Within 3–4 business days Finexio Customer Operations notifies the supplier whether enrollment was successful or if more information is needed.

 

Business Suppliers:

  1. Suppliers must complete and submit the applicable form (Finexio Businesses ACH Enrollment Form), to the Finexio Support team for processing.

 

Customer Note: Customers can send the form directly to the supplier, from within their Finexio profile. This help article will assist: View a Supplier's Finexio Profile.

 

Alternate Option:

Customer-validated ACH payment method update: If the customers opts out of advising the supplier to submit the Finexio ACH Enrollment Form. 

  • Customers must independently complete their own validation, of the supplier’s banking information. The customer can update the ACH details directly within the supplier’s Finexio profile via the Finexio portal.

Customer Important Note: The customer will assume full liability for the accuracy of the ACH information entered. Any account information entered in the Finexio portal, is not validated by Finexio. Banking details entered onto Finexio's portal are not ran through Account Validation Service (AVS).

  • This help article will assist with taking action: View a Supplier's Finexio Profile 

  • Once completed, please notify Unimarket Support with the following information:

    1. Confirm the customer completed the validation

    2. Added the supplier ACH payment details and 

    3. Provide the supplier’s exact Finexio Supplier ID number(s). That is listed within the supplier’s profile (Note: For security purposes, please do not provide a screenshot of the supplier’s banking details).

Upon receipt, the Unimarket Support team will submit a request to Finexio. To enable the supplier's ACH payment method.  

 

Supplier Did Not Complete Finexio ACH Payments Enrollment

In any instance where Finexio is unable to proceed with ACH enrollment (i.e. the supplier has not actioned the ACH enrollment link), the options are as follows:

  1. Remain on printed check: The supplier can remain on check.

  2. Customer-validated ACH payment method update: If the customers opts out of advising the supplier to submit the Finexio ACH Enrollment Form. 

    • Customers must independently complete their own validation, of the supplier’s banking information. The customer can update the ACH details directly within the supplier’s Finexio profile via the Finexio portal.

Customer Important Note: The customer will assume full liability for the accuracy of the ACH information entered. Any account information entered in the Finexio portal, is not validated by Finexio. Banking details entered onto Finexio's portal are not ran through Account Validation Service (AVS).

 

  • This help article will assist with taking action: View a Supplier's Finexio Profile 

  • Once completed, please notify Unimarket Support with the following information:

    1. Confirm the customer completed the validation

    2. Added the supplier ACH payment details and 

    3. Provide the supplier’s exact Finexio Supplier ID number(s). That is listed within the supplier’s profile (Note: For security purposes, please do not provide a screenshot of the supplier’s banking details).

Upon receipt, the Unimarket Support team will submit a request to Finexio. To enable the supplier's ACH payment method.  

 

Supplier Unable to Change the Remittance Address Email Address, within Profile

  • For suppliers receiving payments by Card by Portal or Card by Phone. The remittance email must remain listed as internalpayments@finexio.com and cannot be changed (by the supplier or Finexio). However, the supplier can add an additional email address, to the remittance email field. While keeping the required Finexio email address in place.

 

Supplier Desires to Stop a Processing ACH Payment

  • Once an ACH payment is in the processed state, Finexio is unable to stop or reverse the transfer. ACH payments involve a bank-to-bank transfer. Once the transaction has been initiated and the funds have left the originating account, Finexio is unable to recall the payment.

Note: If a refund is needed, we recommend the customer coordinate directly with the supplier to determine the appropriate next steps.

 

Supplier Received an Error, When Using a Finexio Card

  • If a supplier is attempting to process partial funds on the card, an error will occur. Finexio cards require a one-time, full authorization. To process the card successfully, please advise the supplier to process the full amount issued.

 

Payment Disputes

Payment disputes may consist of: (1) ACH funds has not posted to supplier's account or (2) paper check funds processed by a banking institution, but not to supplier (individual/company).

  • Please reach out to the Unimarket Support team to further investigate the matter.

 

Supplier Received Error "Withdrawl Limit Exceeded"

This error may occur when suppliers are processing payment issued by Virtual Card.

 

We recommend asking the supplier:

  • To confirm they only attempted to process the full amount issued on the card and
  • Confirm the full amount was not processed on a previous date, by their company

If the supplier attempted to process the card for the exact amount and the card was not previously processed by the supplier. Please reach out to our Support team for assistance and provide a screenshot of the error message.