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. (NOTE: 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 Unimarket Support is looped into (a few Finexio-related processes).

Good to Know

• Finexio Suppler Portal Access:
  • Business suppliers (who have Finexio Express or receive payment via virtual card) has access to the Finexio Supplier portal.
  • Individual/Student/Contractor Suppliers do not have access to the Finexio Supplier portal.
• Payment terms are set and negotiated directly between you and your supplier — not by Finexio or Unimarket.
• Compliance Note: Any payment or supplier flags that warrants a compliance review. Finexio may reach out directly to the Finexio POCs with Unimarket Support (included in the email). Examples: Transaction Monitoring Flags, Sanctions Flags, Validation reviews. 
• 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 internalpayments@finexio.com.

Important Note: Supplier must submit a Finexio Support Request Form, to receive assistance from the Finexio team. Sending correspondences directly to paymentoperations@finexio.com will not create a support ticket and the request will go into a blackhole.

Quick Reference

1. Supplier-Initiated Requests → Finexio

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. 
• Payment questions: The payment timeline is visible to suppliers within their profile via Finexio portal. (e.g. 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 should have an email correspondence with the Finexio team. That they can reply back to, to inquire about the status of their ACH enrollment. 
• ACH enrollment request: If an Individual/Student supplier would like to register for ACH payments, the supplier must login into their profile and trigger the ACH Enrollment form. If a Business supplier would like to enroll in ACH payment, they must reached out to Finexio Support directly (support.finexio.com). Throughout the ACH Enrollment process, Finexio may request supporting documents from the supplier. Additionally, Finexio may reach out to the customer for additional information or documentation (e.g. current invoice). These security measures must completed, by Finexio. For the protect of customers and suppliers.
• Address confirmation for payment method: Supplier can confirm and update the address within the Finexio Portal. Or submit a Support request Form for additional assistance. The Business supplier who receives has Express or receive payment via card and customer, has the same visibility.

Sample Email Response to Send to Suppliers

• Profile Updates - Business Suppliers

Hi [INSERT SUPPLIER NAME].

To expedite the update of your profile details. We recommend logging into the Finexio Supplier Portal. Where you can update your supplier name, phone number, remittance email/address, payment method and banking routing/account number.

If you have any additional questions, please feel free to reach submit a Finexio Support Request Form. Upon submission, a Finexio support ticket will be generated and their team will be happy to further assist you.

• Profile Updates - Individual/Student/Contractor Suppliers

Hi [INSERT SUPPLIER NAME].

To expedite the update of your profile details. We recommend submitting a Finexio Support Request Form. Upon submission, a Finexio support ticket will be generated and their team will be happy to further assist you.

• Payment Questions

Hi [INSERT SUPPLIER NAME].

To view your payment (e.g. payment disbursement date, status, payment method), we recommend logging into the Finexio Supplier Portal. 

If you have any additional payment questions, please feel free to reach submit a Finexio Support Request Form. Upon receipt, a Finexio support ticket will be generated and their team will be happy to further assist you.

• ACH Enrollment Status Inquiry

Hi [INSERT SUPPLIER NAME].

ACH enrollment is conducted by the Finexio team. Upon enrollment initiation, the Finexio team sends an email correspondence to suppliers. That can be utilized for all questions regarding your ACH enrollment. We recommend replying back to the email thread to inquire about your ACH enrollment status. 

• ACH Enrollment Request for Individual/Student Suppliers

Hi [INSERT SUPPLIER NAME].

ACH enrollment is conducted by the Finexio team. To begin the ACH Enrollment process, please log into the  Finexio Supplier Portal to access their profile. 

1. Ensure there is a primary contact number listed and the within the profile field is set to Individual or Student.

2. Insert a reason in the Reason For Change field and

3. Click Send Enrollment.

4. The Finexio ACH Enrollment Form will be sent to email address within the supplier's profile. Once completed/submitted by the supplier, the Finexio Team will assist the supplier with the onboarding process for ACH enrollment. 

Upon submission, a Finexio support ticket will be generated and their team will walk you through successfully enrolling. If, in the future you any questions ACH enrollment questions (i.e. enrollment status) throughout the course of the process. Please reply to your email correspondence with Finexio and they will happily assist you.

• ACH Enrollment Request for Business Suppliers

Hi [INSERT SUPPLIER NAME].

ACH enrollment is conducted by the Finexio team. To begin the ACH Enrollment process, please reach out to the Finexio Support team (support.finecio.com)

Upon submission, a Finexio support ticket will be generated and their team will walk you through successfully enrolling. If, in the future you any questions ACH enrollment questions (i.e. enrollment status) throughout the course of the process. Please reply to your email correspondence with Finexio and they will happily assist you.

2. Customer-Initiated Requests → Submit to Finexio

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.

Customer's Goal: The supplier profile created before the payment file is sent to Finexio (that will include the specific supplier details).

Preferred Method: Include the new supplier on your payment file. Finexio will automatically create the supplier profile and issue the first payment via printed check. 

Alternative Method: 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

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. Utilizing 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.

Reissue or Refund a Payment Yourself

You can request a payment reissue or refund directly within the Finexio Portal. No need to contact anyone first, unless the portal returns an error.

1. Go to Client Reporting > Invoices tab or Payments in Progress tab.

2. Locate the payment and select the Manage Payment link icon. (If the icon doesn't appear, the payment isn't available to manage, at that time.)

3. Choose Refund Payment or Reissue Payment.

The Refund Reason field is fixed and can't be edited. Add your reason in the Comments field (5-character minimum) and select Submit Refund Request.

The self-service refund button does NOT create a support ticket. The notes inserted are for the customer to document, themselves.

If you get an error saying the action can't be performed. The payment has likely already been processed by the supplier. Please contact the Unimarket Support team.

Reissue Payment

Before you reissue: Verify the supplier's remittance address is current, and confirm the supplier name that should appear on the check. A name change can't be applied to a reissued check. Refund the original payment and submit a new one under the correct name instead.

Check timing: If the original payment was issued less than 90 days ago. Ask the supplier to allow more time for the check to be generated and delivered. At 90 days or more, the payment is automatically be refunded to you and you can submit a new payment. If 90+ days have passed and the check still hasn't cleared, you can choose to reissue or refund.

Switching to ACH: If the supplier would rather receive the reissued payment, by ACH instead of a paper check. Don't submit a reissue request. Ask the supplier to complete the applicable ACH Enrollment Form. So, Finexio can reissue payment as ACH.

A reissued check typically mails within 1–3 business days. If the original check arrives after the reissued check. Tell the supplier to shred it. As it is no longer valid, and attempting to cash it may trigger bank fees.

4. Customer-Initiated Requests → 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].” Include your designated contact's name, email, phone, and the desired requested change. Finexio will send banking update forms to the contact provided, to complete the process.
• 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 the supplier's 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.