If you are a Buyer and a Candex Invoice or a payment to your Seller (supplier or vendor) is not moving, the right contact depends on which step is stuck. Candex is your master vendor, enabling you to engage third-party suppliers without onboarding them in your system. Purchase orders, goods receipt, invoice approval, and payment to Candex all happen in your company's own systems and are owned by your accounts payable (AP) and procurement teams. Seller due diligence and compliance screening, Verification of Seller invoices, and payment to Sellers are owned by Candex. Candex generally structures payment terms with Sellers so that payment from Candex is not due until Candex receives payment of the Candex Invoice from the Buyer. The most common misdirected request is asking Candex to speed up a payment that is waiting in your own approval process. Candex cannot do that.

Contact your AP team when the invoice is waiting on your side

Your AP team owns everything between Candex issuing its invoice to you and your payment reaching Candex. Contact them when:

• The status in Candex is Pending Payments or Overdue. Candex has issued the invoice but has not received your company's payment. The usual reasons: the goods receipt (GR) has not been completed in your internal system, the Candex invoice has not been approved in your e-procurement platform (Coupa, Basware, Ariba, SAP, or similar), or AP has not yet processed the payment.
• The goods receipt is not completed. GR must be completed in your internal system, not in Candex. Check your system and confirm the GR is done.
• The invoice approval is pending. Invoice approval enabling your company to release funds to Candex happens in your internal system, not in Candex.
• You received a message from your company's AP helpdesk about a Candex invoice. Those messages come from your organization, not from Candex. Follow the instructions in the message. If you are unsure how it relates to your Candex order, check the payment status in Candex or reach out to us at support@candex.com.
• You have a VAT or tax question about the Candex invoice. Candex invoices you with all taxes required in your jurisdiction. If the tax treatment looks unfamiliar, your tax or AP team can verify whether the VAT handling is correct for your entity and region.

What to tell your AP team: "Please check whether goods receipt and invoice approval have been completed for Candex invoice [invoice number] under PO [PO number]. The invoice is showing as overdue in Candex."

Contact your procurement team when the PO is the problem

Purchase orders are created and managed in your procurement system. Candex cannot issue, modify, or reopen a PO. Contact your procurement team, or the person who created the PO, when:

• the PO is not showing in Candex or needs to be updated
• the PO is closed or archived and needs to be reopened
• the PO amount needs to be increased

Candex handles it when the issue is on Candex's side

These steps are Candex's responsibility, and nothing is needed from your AP or procurement team:

• The invoice is in Invoice Verification or Compliance Review. Candex is checking the Seller’s invoice and validating the Seller is in good standing. You do not see the invoice in your system yet, that is expected.
• The Seller's invoice was rejected. Candex sends the rejection reason to the Seller, who corrects and resubmits.
• The status is Paid by Buyer but the Seller has not received the funds. Candex has your payment and is responsible for paying the Seller within 3 business days, provided there are no issues with the compliance screening or bank and tax ID validations.
• You need a copy of the Candex Invoice. Download it in Candex under the order's Payment Details section. If you cannot find it, Candex Support can help you locate it. Just contact us at support@candex.com. 

What Candex cannot do

• Complete the goods receipt on your behalf.
• Approve invoices in your e-procurement system.
• Override your company's payment terms or processing timelines.
• Deviate from the payment terms in the order to the Seller, which generally means Candex cannot pay the Seller prior to receiving your company's payment.
• Change or adjust the amount of a Purchase Order 
• Issue, modify, or reopen purchase orders.

If the payment status in Candex shows Pending Payments or Overdue, the action is on your side. Candex can follow up with your AP team, but the resolution depends on your company completing its internal steps.