In Candex, Sellers are automatically notified when an order is released, and receive reminder emails if they haven’t accepted it. This helps ensure they take the necessary steps to get started and get paid.
However, there may still be times when a Seller reports not receiving the order. This article outlines the most common causes and how you can resolve them.
Order was not created
It is possible that the requisition may not have been completed and successfully sent to Candex
You can check to see if the order was successfully sent to Candex by:
- Logging in to the Candex Platform
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Clicking on Order Feed and verifying your order exists in the list
Reasons why your order wasn’t created
Order requires spend limit approval
In some cases, depending on your company policy, you might need an approval from someone in your organization for the order to proceed. To see if your order is waiting for approval, you can either:
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Log in to Candex and go to My Requests, and you may see your requisition in a Pending status
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If the requisition was created in punchout, go to the Candex punchout, and click on Pending (Hourglass). There you can see a list of your pending orders.
Order created for a blocked vendor or in a blocked category
Based on your company settings, some vendors or purchasing categories may be blocked on Candex. Blocked category issues only apply to orders created directly through your e-procurement system.
Order Was Created, But Seller Still Can’t See it
Wrong email address
If the order was successfully created, Candex will send an invite email to your Seller. If the email address was mistyped, or your Seller no longer has access to that address, they will not receive the email.
Please confirm with your Seller that the order was sent to the correct email address.
Click here to see how to add another Seller's email address to the order