Troubleshooting Vendor Connection Issues

As a payer user on the PaymentWorks platform, you might encounter situations where a supplier file is uploaded for an approved vendor, but the connection between the vendor's New Vendor Registration and their supplier profile is not established. In such cases, the New Vendor Registration remains in an “approved” status instead of moving to a “connected” status.

This guide provides step-by-step troubleshooting instructions to help you identify and resolve issues with vendor connections.

Troubleshooting Steps

For Payers Manually Uploading Supplier Files

1. Confirm Registration Status

   • Ensure the New Vendor Registration is in an “approved” or “processed” status. Only registrations in these statuses can proceed to the “connected” status.

2. Verify the TIN Match

   • Compare the TIN (Tax Identification Number) on your supplier file with the TIN in the New Vendor Registration.
   • Ensure the TIN values match exactly.
   • If the vendor’s TIN starts with 0, ensure your spreadsheet is formatted as text to preserve the leading zero.

3. Check the Request ID

   • Ensure the Request ID on your supplier file matches the Request ID on the New Vendor Registration.

4. Review Vendor Number and Site Code

   • Verify that the vendor number/site code combination on your supplier file:
     • Has not been used for another vendor connection.
     • If the vendor was previously registered in PaymentWorks, confirm that their supplier profile isn’t already connected.

5. Check for Unicode/Foreign Characters

   • If a “UTF-8” error occurs during upload, it indicates the presence of unsupported unicode or foreign characters in the file. Remove these characters and try uploading again.

For Payers Using Automated Supplier File Integration

1. Review ERP Logs

   • Check your ERP logs for errors during the automated file transfer process.

2. Pinpoint the Integration Issue

   • Determine where in the integration process the issue occurred:
     • Check if vendor registration data in PaymentWorks synced into your ERP system.
     • Confirm if the issue occurred before or after this sync.

3. Check Supplier Upload in PaymentWorks

   • Navigate to the Supplier Upload page to confirm the automated file upload occurred successfully in PaymentWorks.

4. Confirm Supplier Profile Creation

   • Verify under the Suppliers tab in PaymentWorks that the vendors from the upload file have had supplier profiles created.

Additional Steps

• Retry the File Upload
  • If no issues are identified, re-upload the file to attempt a second connection.
• Contact PaymentWorks Support
  • If the connection still fails after troubleshooting, contact PaymentWorks Support for further assistance.

Important Notes

• File Re-Upload
  • Re-uploading the file may resolve the issue if it was caused by a temporary system or formatting error.
• Data Integrity
  • Double-check data integrity in your supplier file to ensure there are no formatting errors or inconsistencies.
• Learn More
  • For additional help with supplier uploads and troubleshooting, refer to the Knowledge Base articles:

    • How to Format and Upload Supplier Files in PaymentWorks

    • Connect Supplier User Interface (UI)

By following these steps, you can troubleshoot and resolve most vendor connection issues on the PaymentWorks platform effectively.