Vendor Queries
Request: Could you please provide the vendor ID based on invoice copy attached?
Action: Using the IBAN given on the invoice, the agent can find the Vendor in SAP.
Request: User x is leaving the bank and all his orders have to be transferred to user y.
Process: OBO Change
Rejection Reason: Invoice vs. PO mismatch - Vendor ID - explain solution.
Answer: Agent to explain that the mismatch is caused by the bank details on vendor level. Vendor is registered with bank details that do not match with the ones on the invoice.
Agent to advise the user that a new PO has to be created with the correct Vendor ID with matching bank details as on the invoice.
I want to change the Vendor ID on my Order. Is this possible?
No
Supplier LALALA cannot see his order in Ariba. Order has been created for the correct Vendor ID.Provide solution.
1.CSD to check in dbBuyer if PO has been successfully transferred.
2.If yes CSD to check in Ariba if the order can be found.
3. If yes CSD to advise the user to change his view to the last 200 documents.
4. If PO is still not visible - CSD to assign the request to IT.
Request: I try to create an order for vendor ID 123000000 but I cannot find the ID in dbBuyer.
Action: Agent to check in SAP if the vendor is active for the company code used in the order.
Request: I want to change the approver of PR123455 as he is unable to approve and the order needs to be approved ASAP.
Action: Agent to provide the PR-IR reassignment form and inform the user that he needs to fill in the form and send in back to CSD together with the approval from DBLA (provide guidance if necessary).
The agent has to check if the approver is on the last position and request approval from Mr. Schulze to perform the changes.
Rejection Reason: E-Invoicing Policy - explain solution.
Answer: Agent to check in ASN or Global Policy List and inform the user that the supplier is on e-invoicing policy and must submit the invoice via Ariba Platform.
PR192837 has been rejected as no Participants List has been attached. But the user doesn`t know the name of all participants. Provide a solution.
The participants list can be attached blank and completed after the names are known by the user. Also the reason has to be written in the comments field.
Supplier LALALA cannot create an invoice in his Ariba Profile as all buttons are greyed out. Why?
CSD to check what type of account the supplier has. Usually this type of requests come from suppliers having a standard account and they have to invoice via the interactive PO E-Mail.
Request: Does Vendor 'Marlboro' ID: 123000000 have to submit e-invoices?
Action: Agent to check in Global Policy list if the vendor is live on e-invoicing Policy. This can also be double checked in Ariba Network.
Request: Do I need approval from my supervisor to transfer a NON-PO invoice to another User?
FX Invoice in status 'Paying' in dbBuyer. User is claiming that the invoice is heavily overdue. The invoice is not visible in SAP. How can the agent gather the most accurate information and provide to the user?
Agent has to check the invoice in FX Tracker and provide the status from there + explanation (each status is explained in the document found on Teams) If the invoice has been paid already - the payment date can be found in the FX Tracker.
FX invoices will be transferred to SAP days after the payment has been released. That`s why data from FX Tracker is the most accurate.
PR Rejected - Rejection Reason - ASP Order. Provide Solution.
The PR got rejected as it has been created via NON-Catalog Item instead of Service Procurement Catalog. CSD to inform the requester that he should create the order accordingly.
CSD to check if the vendor is available in the CDF Files for the particular category.
Invoice 1234 has been rejected in Ariba - Rejection Reason - Missing or Incorrect VAT/TAX ID. Correction?
CSD to check the vendors profile in Ariba - if (and mostly for sure) the VAT ID field is blank - the supplier didn`t set up his VAT ID in the profile.
CSD to provide explanation and steps to the supplier.
Request: I want to raise an order for vendor HH, but I cannot decide which vendor ID to user as the system is showing multiple IDs.
Action: Agent to ask for bank details (or invoice copy if available) , afterwards check in SAP by the bank details for the vendor ID.
Request: The first approver of a non PO invoice cannot approve as he is Out of Office. What action is required to transfer the invoice?
The first approver of a non po invoice is always the invoice completer - so IC Step Back must be performed.
DMS Form rejected in DFM: Rejection Reason: Area of activity not checked. Provide the solution.
Answer: Area of Activity (Handlungsfeld) is mandatory on a DMS form, the checkbox needs to be checked (Area of Activity handwitten isn`t valid). Please resubmit the DMS with the corrections made.
The last approver of a PR is unable to approve and has errors while trying. Provide solution.
This is mostly encountered when the PR is created for a non active supplier or when the supplier hasn`t been chosen in the first step of creating a non catalog order.
1. If supplier is inactive - advise to reactivate and upon reactivation confirmed to create another order.
2. If supplier is not chosen - advise to create another order right away.
Supplier H&M is invoicing for Germany, Spain, UK and US. Can he use the same Ariba Account?
No
For each region, the supplier has to create an ANID which will be linked to his SAP ID for the respective region.
Request: Is a PO required for Vendor 12300001 or can I send the invoice without PO for processing?
Action: CSD to check in Global Policy list of the vendor is live on 'PO Policy'
Request: Goods Receipt needs to be submitted in order to reconcile invoice nr 1234. The user who is entitled to perform this action has left the bank. How can another dbUser reconcile the invoice?
Answer: Another dbUser can submit the goods receipt only if the entire Order is transferred to him - so OBO Change is required.
Invoice DE0000111199 is in status sorted for more than 3 days. How can CSD identify why?
The maximum for an invoice to be in status sorted is three days. CSD can identify the cause by checking the comments in DFM. Usually it is because there is a mismatch between the details on the invoice and the ones in SAP and VMD Team is performing the security check.
The approver of PR-V2 cannot approve as he receives an error stating that "The PR cannot be approved as it has been received/invoiced". Provide solution.
This usually happens when goods receipt or new invoice have been submitted during the approving phase of the second version.
While any new version of an order is in approving state no action is allowed (perform goods receipt/submit invoice)
A new PR has to be created.
Supplier is claiming that he cannot see Order Nr. 1234567 in his Account AN0127495060. How can CSD identify why?
CSD to check for which vendor ID the order has been created. Afterwards, check to which ANID the SAP ID is linked and has a trading relationship in place.
If the ANID doesn`t match - to inform the supplier that he has to login in the correct ANID.
If the ANID does match - to check if the supplier has performed all steps to find the order. If the order couldn`t be found - to assign the request to IT Team.