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Q. How do I contact my customer through the portal?: 000003470

Article Number: 000003470

Note - This feature may not be available in your portal.

The Send Message feature in the platform is a messaging tool that is directly connected to your customer's ERP system. Use this feature to contact your customer through the platform if you have questions related to a PO, Invoice, or Payment that you see in the platform. This is a two-way communication tool that can help streamline messages between you and your customer. You can still contact your customer by phone or email if you prefer.



To use the Send Message feature, please do the following:

1 - Click on My Invoices, My Payments, or My POs in the Quick Access Links. What you select depends on the type of question you have.

2 - Search for the PO, invoice, or payment number and click Search.

3 - Select the PO, invoice, or payment number in question.

4 - A pop-up window will come up. Select the Send Message option as seen below:

User-added image


You can also get to the Send Message option by doing the following:

1 - Click on My Invoices, My Payments, or My POs in the Quick Access Links.

2 - Search for the PO, invoice, or payment number and click Search.


3 - Under the Actions column, click the gear icon dropdown and choose Send Message.

User-added image

4 - Enter a Subject Line and detailed Description then click OK to send the message.


The message will be sent to your customer. You will receive a response directly from the messaging box in the portal. You will also be notified by email (if you are opted in to receive "New Message" email notifications) that you have a new message waiting to be read in the portal. You can find the messages under the Home menu.

User-added image


Additional FAQs

Where will I find the Send Message feature?

The feature (if enabled by your customer) can be found in the My POs, My Invoices, and My Payments section. Just select a PO, invoice, or payment record then select the Send Message option to open the tool. Be sure to provide clear and concise information when sending a message. When your customer replies, the message can be found under Home > My Messages.

I don't see the Send Message option. How else can I contact my customer?

It would mean that the feature is not enabled by your customer. Visit the Custom FAQ section of the platform. Here, you can find customer-specific FAQs and contact information for your customer. 

My question is about a PO, invoice, or payment that is not on the platform. What should I do? 

Find an existing PO, invoice, or payment and Send Message tool to ask your question. Just be sure to provide detailed information including the PO, invoice, or payment number in question. If you prefer, you can also contact your customer directly.


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