There can be a few reasons for why you did not receive an order you may be expecting. The most common reasons are listed below.

If you are not able to resolve the issue, please email us at support@candex.com referencing the PO number associated with the order from the Buyer.

Logged in with the wrong email address

Please make sure that you signed up and logged in to Candex using the email address that you and your Buyer agreed on for sending the order. If you are logged in with a different email address, you will not be able to see the order on Candex.

If you prefer to use a different email address than the one the Buyer sent the order to, you can refer to this article to add that email address to the order.

Additionally, check your spam folder to ensure the email did not get lost.

Buyer did not complete the order

In some cases, the Buyer might not have completed the order creation process. Please confirm with the Buyer that they have completed all the necessary steps to create and finalize the order. This may involve ensuring that the Purchase Order (PO) request has been completed in their eProcurement system and is not pending additional approvals.

Invitation email went to spam folder

Please check your spam folder to ensure the invitation email did not get lost