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Q. Why is my invoice not paid?: 000003528

Article Number: 000003528

There are a couple of factors to consider when your invoice payment is not made on time:

 

The invoice is approved

If the invoice is in "Approved" status, payment will not be released until the invoice status changes to "Paid". Take note of the due date of the invoice based on the payment terms of the invoice. Please contact your customer if you have questions related to the status of your payment.

The invoice is showing "Paid" but there is no remittance detail

If the invoice is showing "Paid" but you are missing the remittance details, please contact your customer.

The invoice due date has passed but there is no approval

If you have questions regarding the status of your payment, or why an invoice is not being approved to make it eligible for payment, you will need to contact your customer. You can also start by checking the status of your invoice in the portal to understand the current status of your invoice.


Check the due date of your invoice by doing the following:


1 - From your portal homepage, select your customer.

2 - Select My Invoices.

3 - Use the invoice search feature to look for the invoice in question.

4 - From the search results, look under the Due Date column.

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Things to know about payments and your invoice status:

  • Approved - look for the Due Date column and make sure this date has not passed. If the date has passed, and the status is still showing Approved, and you have not received payment, please contact your customer directly. If available, use the messaging feature to contact your customer.
  • Paid - if you have not received the payment in your account, select the payment number under the Payment column. From the payment details screen, look at the Pay Date. Based on the date you see here, you may need to allow extra time for the transfer of payment from your customer's bank to your bank. The speed of payment delivery depends on your payment method. Contact your customer if you have additional concerns.
  • In Process -  if you are questioning the due date of the invoice, please contact your customer. If available, use the messaging feature to contact your customer.
  • Void/Rejected - please contact your customer. If available, use the messaging feature to contact your customer.

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