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 contact Finexio Support.
   • 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 contact Finexio Support.

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 contact Finexio Support.

A Supplier Did Not Receive Their Check

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.
   • 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.