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 Locate Supplier Details in Finexio.
   • 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 Locate Supplier Details in Finexio 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. 

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:
   • 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 processes, issued and handed over to USPS. Finexio no longer have control over the delivery process or transit times.

• 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 and/or Banking Details

• Suppliers can update their profile and banking details, by submitting a submit a Finexio Individual Profile Update Form. 

Supplier Desires to Enroll in ACH Payments

• Suppliers must complete and submit the Finexio Individual ACH Enrollment Form, to the Finexio Support team for processing.

Supplier Unable to Change the Remittance Address Email Address, within Their 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.