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Coupa Success Portal

CSP Supplier FAQ

CSP Account

How much does it cost to join the CSP?

Coupa doesn't charge suppliers to use the CSP.

Where do I register for the CSP?

You can request an invitation to join the CSP. Ask your customer to send you an invitation email or visit https://supplier.coupahost.com.

Where do I sign in to the CSP?

http://supplier.coupahost.com

How do I cancel my CSP account?

If you're no longer doing business with the customer who set you up on the CSP, ask the customer to make you inactive in the system.

What do I do if I am locked out of the CSP?

Using two-factor authentication protects you against fraud. See Two-Factor Authentication for more info.

If you don't have your six-digit backup validation code, contact your customer who will ask you to fill in a declaration form and provide either a copy of your photo ID or passport or your CSP login email to verify your identify.

Why don't I get the password reset emails?

Check your spam/junk email folder.

Why do I get the "unauthorized or expired account" error?

Your customer has probably deactivated a setting on their end. Contact your customer to find out if this was intentional. ask them to check your supplier record or your supplier user in the system. If they can't solve the problem, they can contact Coupa support.

What do I do if I receive the "We're sorry, but something went wrong" error?

Contact your customer and ask them to open a support ticket because something is wrong on their end with a configuration or an update that they need to resolve with Coupa support.

How can I log in if I forgot my two-factor authentication code?

Use Google Authenticator or your backup codes. If you don't have them, contact your customer. See Logging in with Two-Factor Authentication for more info.

Managing the CSP

How do I enable two-factor authentication?

After logging in to the CSP, go to Account Settings under your login name in the top right of the page to enable two-factor authentication. See Two-Factor Authentication.

How can I disable two-factor authentication?

You can disable two-factor authentication from the Account Settings under your login name in the top right of the page.

If you disable two-factor authentication, you might not have access to your customers' information if they decided to request you to use this additional form of authentication.

How do I know that I'm connected to my customer?

Once you're signed in to the CSP, scroll down. On the bottom right of the page, you can see your Latest Customers.

What do I do if I am connected to a customer in Coupa and a new customer also wants to connect?

If the customer uses Coupa Release 18, they can find you in their Coupa Supplier Portal Directory and add a connection to you.

Also, you can provide your new Coupa customer with the same email address that you use to connect to your other Coupa customer(s). When your new customer has that email address, they need to send you an email invite to join. Once you confirm the new connection request, you are connected to your new customer and your previous customers.

Where's the tab for my customer?

Once you're signed in to the CSP, if you don't have a tab for your customer, it's probably because you registered for the CSP using a different email address than the customer used for the invite. Ask your customer to send another invite using the address you registered with.

How do I add an employee?

On the main menu, click on the Admin tab. On the Users tab, click on the Invite User button. Provide the required info in the window that opens.

Why can't I access POs/invoices?

On the main menu, click on the Admin tab and check if you have access to the right roles and customers. If you have access but do not have the right roles or customers, add them. If you do not have access, ask your admin to give you access to the right roles or customers.

Why do I receive notifications if my notification preferences are turned off?

Log in to the CSP to check if the notifications are turned off. If they are turned off, contact your Coupa customer to open a ticket with Coupa support.

Some PO notifications from customers are not generated by the CSP, so you can't turn those off. Contact your customer if you don't want to receive those notifications.

Invoices

How do I create an invoice?

On the main menu, click on the Orders tab. If you are connected to more than one Coupa customer, select their name from the Select Customer dropdown menu. In the PO table that appears, choose the PO you want to invoice, and then click on the yellow coins to create an invoice. See Coupa Supplier Portal for more info.

How do I create an invoice that isn't backed by a purchase order?

To create a non-PO backed invoice, click on the Invoices tab on the main menu. If you are connected to more than one Coupa customer, select their name from the Select Customer dropdown menu. Select the No Contract checkbox and click on the Create button on the page that appears.

If you don't see the Create button, contact your customer and ask them to configure your supplier account so that you can submit invoices without a backing PO.

How do I submit an invoice?

Your account needs to be configured to handle invoices through your customer's Coupa instance. Contact them to get set up with an invoicing method.

What options are available for me to submit invoices to my customers?

You should talk to your customer about which of the following methods they want to use:

  • The CSP, where you sign in to manually flip a PO to create an invoice.
  • Supplier Actionable Notification (SAN), where you act on an email without logging in to the CSP.
  • cXML, where you can automate the process of sending an invoice file using Coupa's standard cXML format.
  • API, where you can automate the process of sending an invoice file using Coupa's API.
  • EDI, which is another form of automated invoicing, based on Coupa's standard EDI format.
  • Excel spreadsheet, emailed by your customer, which you fill out and send back to them.
Can I reuse an invoice number once my customer has deleted it on their end?

Yes, if a customer deleted an invoice number, you can reuse it.

Can I submit PDF invoices created from my system instead of using online invoicing?

Yes, you can. You can upload your PDF invoices in the following ways:

  • Log in to the CSP to create an invoice and attach the PDF. You don't need to contact your customer to do this, and it only takes a moment.
  • Email the PDF directly to your customer. This is ideal for invoices without a PO. However, your customer might have to manually enter the PDF invoice information into Coupa, which may cause a delay in payment. Check with your customer if this option works for them. They need to set up a specific email address where you can send the PDF.
Why can't I send cXML invoices?

Check if you are using the supported protocols: TLS 1.1 or TLS 1.2. If you still have problems, contact supplier@coupa.com.

How do I know if an invoice has been registered?

On the main menu, click on the Invoices tab. For the desired customer, look for invoices that are still listed as drafts. They need to be edited and then submitted. If the invoice is not there, it's not in the system.

How do I add shipping charges to an invoice?

You can add shipping charges at the bottom of the invoice or at the line item level. Ask your customer which method they prefer.

Do I need to include accounting information on cXML invoices?

Invoices against a PO don't need accounting information, because that information is part of the requisition and is carried over to the PO. When an invoice references a PO line number, Coupa takes the accounting information associated with the line and adds it to the invoice.

How do I credit or cancel an invoice that's already been billed?

To create a credit, enter a negative quantity. See How do I create a credit memo for more info.

Once an invoice is submitted, it can't be changed in any way.  See Why can't I edit, void, or delete an invoice for more info.

How do I make a part claim on an invoice?

You can invoice multiple times against a single PO. Just click the gold coin icon and enter the amount you'd like to appear on the invoice.

Why can't I edit, void, or delete an invoice?

Once an invoice has been submitted, it can't be changed in any way. This ensures invoice processing integrity. However, you still have options:

  1. Ask your customer to reject or void the existing invoice. You can then create a new one.
  2. Create a new credit memo that credits the customer for the original value, and then create a new invoice.

Ask your customer which method they prefer.

What does the status "Tolerance Hold" on an invoice mean?

It means your invoiced amount differs from the PO by more than your customer allows without manual approval. If an invoice has been on hold for awhile, ask your customer to review it.

What do I do if an invoice was rejected?

Just create a new invoice to replace the one that was rejected.

Once an invoice has been approved, what do I need to do next?

Nothing. The invoice is your customer's queue and you'll be paid based on the payment terms you set with your customer.

What if I have an invoice that hasn't been paid?

For questions regarding payment information, contact your customer directly. Some payment details might be on the invoice document in Coupa, but not all customers update this information. Also, in your notification settings you can choose to receive payment notifications via email or short text message (SMS).

Do I need to see a purchase order on the CSP before I can invoice my customer?

It depends on how your customer has you set up. Contact them and ask how you're configured, and if you can send non-PO backed invoices.

What does the Export to button do?

You can export the rows to a CSV file or an Excel document.

By default, the maximum number of rows that you can export is 10,000. If you try to export a larger table, you receive an error message stating that only 10,000 rows are exported.

When you export a table with less than 500 rows, the file downloads to your computer immediately. When a table has more than 500 rows, you receive the exported file zipped in an email.

How do I create a credit memo?

Log in to the CSP and click on the Orders tab on the main menu. Choose the PO you’d like to create a credit for and select the red coins. You'll create a negative invoice with either a negative quantity or a negative amount.

If you don't have a PO and your customer has given you permission to create invoices without a backing document, click on the Invoices tab on the main menu. At the bottom of the page, select the No Contract radio button and click on the Credit note button. This will allow you to free-form an invoice line. 

If you don't have a PO and your customer has given you permission to create invoices with a backing document, click on the Invoices tab on the main menu. At the bottom of the page, click on the dropdown for Invoice Against Contract to select the contract, and then click on the Credit note button. This will allow you to free-form an invoice line.

Why do I get the "VAT ID format incorrect" error?

You need to add GB or ABN in front of the VAT number for British or Australian suppliers/invoices. On the main menu, click on the Admin tab to add a legal entity with the correct VAT ID under E-Invoicing Setup.

What do I do if I get the "Please fix the below error" message?

Something is wrong on the customer's end. Ask your customer to check their Coupa instance to see if there is any custom mandate field which can't be viewed on your side or if the billing account is active. Your customer can open a ticket with Coupa support if they can't solve the problem.

Orders

Can I set it so I can only see purchase orders that haven't been invoiced yet?

Currently, you are unable to filter purchase orders based on their invoiced status.

How do I see my customer's purchase orders?

On the main menu, click on the Orders tab. If you are connected to more than one Coupa customer, select their name from the Select Customer dropdown menu.

You can see their purchase orders only if you have access. Contact your customer and ask them to give you access.

How do I add a carriage to a purchase order?

You need to contact your customer directly for information about adding a carriage line.

How do I change a price on a purchase order?

You cannot change a price on a PO through the CSP. If you need a change order on a PO, talk to your customer about their policies.

How do I invoice a blanket purchase order?

You can invoice multiple times against a single PO. Just click the gold coin icon for the PO as you normally would, and enter the amount you'd like to appear on the invoice. The next time you want to invoice against the PO, just do the same thing.

How many times will Coupa try to resend a purchase order that wasn't able to be sent?

If a PO transmission results in a connection timeout because there was no response from the supplier, Coupa will try to resend the PO up to four times at five minute intervals.

What is the purpose of a PO acknowledgement by the supplier?

You can let your customers know that you've received the order. Some Coupa customers like their suppliers to use that field. Ask them if they want you to use it.

How can I view historical (closed) purchase orders in my customer's instance?

Your customer can provide you with information on closed purchase orders.

Catalogs

How do I learn about hosting my catalog within Coupa?

You need to talk to your customer about how they would like to access your catalog.

How do I implement a cXML/punchout on my website?

You'll need a dedicated cXML developer or a third-party consultant, for example, Punchout2Go, to make your website cXML compliant. Once your site is cXML ready, provide your credentials to your customer. They'll handle the rest. See http://cxml.org for more info.

Other

Where can I find information about integrating with Coupa?

See Suppliers for more info.

How do I update my banking information for direct deposits?

Your banking information is stored in your customer's ERP system (for example, SAP or Oracle) and not stored in Coupa. Contact your customer directly with the updated information.

Where can I find payment information?

If your customer provided payment information, you can find it on the invoice.

If I use the CSP, who pays me?

Your customer, who uses Coupa, is still responsible for paying you directly. Coupa does not pay suppliers on behalf of buyers.

What does "pending receipt" mean?

This status shows that the customer is in the process of receiving the goods/services into their system. Once the customer enters the receipt, the invoice is matched against it.

What do I do if I have a sourcing issue?

See Sourcing Supplier FAQ. If you can't find the solution to your problem, contact sourcing.support@coupa.com.

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