Finexio Routing Guide for Customers

  • Updated

This guide helps you quickly route Finexio supplier payment and enrollment questions, to the correct support channel. Following the correct path reduces delays and ensures requests, are handled by the team that owns the process.

 

Rule of Thumb

  • Supplier-initiated requests → Direct the supplier to Finexio.
    • Note: If a person is both a user/staff member and a Finexio supplier. Treat them as a supplier for payment-related questions.
  • Customer-initiated requests → Contact Unimarket Support or use the Finexio Portal, depending on the request.

Important: Finexio Support does not support customer-submitted correspondences. If Finexio receives a customer request, they will redirect the customer back to Unimarket Support.

 

Pathways

There are four paths, depending on the situation:

1. Send your supplier straight to Finexio — for issues that belong to the supplier and Finexio to resolve directly.

2. Submit a form to Finexio yourself — for creating a supplier profile ahead of a payment via Supplier Data Collection template. Supplier profiles created via payment file, will default to printed check. 

3. Self Service within the Finexio portal — for straightforward lookups and reissues you can resolve without submitting a ticket.

4. Contact Unimarket Support — for account-level requests, and to loop us in on a few Finexio-related processes.

 

Good to Know

  • Payment terms are set and negotiated directly between you and your supplier — not by Finexio or Unimarket.
  • Once an ACH payment has been processed, it cannot be stopped or reversed. If a refund is needed, coordinate directly with the supplier.
  • Unused virtual card payments expire after 30 days and automatically convert to a printed check.
  • For suppliers paid by Card via Portal or Card by Phone, the remittance email must stay set to internalpayments@finexio.com — suppliers can add an additional email but can't remove this one.

 

Quick Reference

1. Supplier-Initiated Requests → Finexio

Situation Action
Supplier needs to update business, banking, or contact details Direct supplier to the Finexio Supplier Portal or Finexio Support Request Form.
Supplier has payment questions (e.g "Where is my payment?" Access the Finexio Supplier Payment Tracking Portal. Or direct supplier to Finexio directly (Finexio Support Request Form) or 
Supplier cannot locate an invoice or supplier record Direct supplier to Finexio for investigation (Finexio Support Request Form).
Supplier needs ACH enrollment status

Direct supplier to the appropriate ACH Enrollment Form (Finexio Individual ACH Enrollment Form or Finexio Businesses ACH Enrollment Form). 

If the supplier has a support ticket with Finexio. They can  respond to the latest email, with any follow up questions.
Supplier needs payment address confirmation Supplier can confirm the details in the Finexio Portal in their supplier profile. Or direct supplier to Finexio (Finexio Support Request Form).

 

Have Your Supplier Contact Finexio Directly

The following situations belong to the supplier and are resolved between the supplier and Finexio. Let your supplier know to reach out to Finexio directly (you don't need to be in the middle).

  • Profile updates: Supplier needs to change their business, banking, or contact details on file. Direct them submit the Finexio Support Request Form.
  • Payment questions: The payment timeline is visible to suppliers within their profile via Finexio portal. For additional payment questions or general status questions about a payment already in process.
  • Missing supplier details: The invoice is missing, or the supplier hasn't yet been enrolled in Finexio. Finexio will investigate and redirect the supplier back to you, if the gap turns out to be on the buyer side.
  • ACH enrollment status: Supplier wants to know where they stand in the ACH enrollment process. They'll need to complete the applicable Individual ACH Enrollment Form or Business ACH Enrollment Form.
  • Address confirmation for payment method: Supplier needs to confirm or verify the address tied to their payment method. If it's incorrect, they update it via their Finexio Supplier Portal or the Support Request Form.

 

2. Customer-Initiated Requests → Submit to Finexio

Situation Action
You want a supplier profile created and payment issued before the payment file goes to Finexio 

Preferred method

Include the supplier in your payment file. Finexio will:

  1. Create the supplier profile automatically.
  2. Issue the initial payment by check (as default).
  3. Contact the supplier for ACH payment enrollment.

Important Note: It is critical if the intention is to have a supplier on ACH for their payment before the file. That the file is submitted 5 days prior, to allow for processing time AND to include supplier contact details. So, Finexio can begin outreach; otherwise Finexio will just create the profile with payment by check.

 

Alternative method

Complete the Supplier Data Collection Template.

  1. Submit the template using the Finexio Support Request Form.
  2. Finexio creates the supplier profile before the payment file is received.
  3. Finexio engages the supplier for ACH enrollment. However, the supplier will remain receiving payments via paper check. Until they complete the required enrollment process.
    • There are also instances where a supplier declines Finexio's ACH enrollment process and the customer enters ACH information directly into the Finexio portal. In those situations, Finexio is relying on the customer to have completed the appropriate due diligence, on the banking information they are providing.
    • Once the ACH details are added to the supplier's profile. The customer must reach out to the Unimarket Support team. To submit a request to Finexio to update the supplier's payment method.
Note: Customers can track their Finexio Support ticket status, by accessing Finexio Support Ticket Tracker. This does not currently track ACH enrollment cases. Just cases submissions by a user. 

 

Submit Supplier Data Collection Template to Finexio → Customer

This is a straightforward, customer-initiated request. Where Finexio primarily needs to get a supplier set up on their end. The process is simple, you send the completed document straight to Finexio; rather than through Unimarket Support.

  • Supplier profile creation ahead of payment file being sent to Finexio, with the supplier listed.

Preferred: Include the new supplier on your payment file — Finexio automatically creates their profile and issues the first payment via printed check. To move them to electronic payment afterward, send their contact info to Unimarket Support.

Alternative: Complete the Supplier Data Collection Template and submit it with the Finexio Support Request Form To have Finexio create the supplier profile before the payment file is sent.

 

3. Customer Self-Service → Finexio Portal

Situation Action
Customer missing invoice, payment, or remittance information Search payment details in the Finexio Portal (Locate Supplier's Payment Details).
Customer cannot find supplier profile, in Finexio portal Search by exact supplier name or Supplier ID (Locate Supplier's Payment Details).
Finexio cannot locate a supplier profile and reaching out to customer Verify the supplier's details directly in the Finexio Portal (e.g. Supplier ID).
Need to reissue supplier payment Reissue/Refund Supplier Payments 
Need to refund supplier payment Reissue/Refund Supplier Payments 

 

Self Service in the Finexio Portal

These are quick lookups you can resolve on your own, directly in the Finexio Portal, without submitting a ticket.

  • Missing payment-related details: Log into the Finexio Portal to look up invoice, payment, and remittance details yourself.
  • Can't find a supplier in the Finexio portal: Double-check the supplier's exact name or Finexio Supplier ID using the search and filters in the Finexio Portal.
  • Finexio can't locate a supplier profile: Verify the supplier's details directly in the Finexio Portal before escalating further.

 

4. Customer-Initiated Requests → Unimarket Support

Situation Action
Institutional funding or banking changes Email support@unimarket.com
Customer manually validated and entered supplier ACH details Notify Unimarket Support with the Finexio Supplier ID and confirm the supplier's banking details were added.
Move a supplier from check payments to ACH Send supplier contact details to Unimarket Support.
Portal error preventing refund or reissue

Contact Unimarket Support.

Note: 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.
Payment disputes Contact Unimarket Support.
Platform, PO, invoice, account, or general questions Contact Unimarket Support.

 

Contact Unimarket Support

These situations are still Finexio-related, but they route through Unimarket Support first. Either, because they involve your own account, or because we need to coordinate with Finexio on your behalf.

  • Institution funding/banking changes: Email support@unimarket.com with the subject line “Finexio Funding/Account Change Request - [Your Institution Name],” including your designated contact's name, email, phone, and the change requested. Finexio will send banking update forms to that contact to complete.
  • Confirming a customer-validated ACH/banking update: If you validated and entered a supplier's banking details yourself in the Finexio portal (rather than having them submit the ACH Enrollment Form). Notify Unimarket Support with confirmation of the validation and the supplier's exact Finexio Supplier ID (never a screenshot of banking details. So, we can ask Finexio to activate the payment method.
  • Moving a check-paid supplier to ACH payment: If a supplier was auto-created on a payment file and is currently paid by check. Send their contact information to Unimarket Support, so we can engage Finexio about the supplier's enrollment.
  • Portal error when reissuing or refunding a payment: If the portal won't let you submit a refund or reissue request, contact Unimarket Support for help.
  • Anything else: General platform, purchase order, invoice, or account questions — or if you're simply not sure where something belongs.