General FAQs
- What is Vendor Direct?
- Is Vendor Direct secure?
- How do I set up Vendor Direct?
- Why did my vendor's payment method switch from check to Vendor Direct?
- How do I know which vendors are set to Vendor Direct?
- How do I export my vendor list?
- Does my vendor have to pay a fee to receive Vendor Direct virtual card payments?
Troubleshooting FAQs
- What assurance does Bill.com provide for Vendor Direct payments?
- My vendor direct payment hasn't cleared yet. What should I do?
- What do I do if my vendor needs help processing their payment?
- When will my vendors receive my payments?
- Where is my payment sent?
- What should I do if the remittance email is incorrect?
- Why do I have to enter an address or account number to make a payment for some vendors?
- My vendor can’t find their payment email. What should I do?
- What email address are the payment emails coming from?
- Can I cancel a Vendor Direct virtual card payment?
- Can I turn off Vendor Direct for certain vendors?
General FAQs
What is Vendor Direct?
Vendor Direct is a digital payment method available in Bill.com. Through Vendor Direct, you can pay quickly, easily, and securely—with no fees. When you send a Vendor Direct payment, your eligible vendor receives a single-use Mastercard number we generate that they can process just like a credit card.
Is Vendor Direct secure?
Yes. Unlike checks, which take time and could get lost in the mail, a Vendor Direct payment is a 16-digit, one-time use virtual card payment from Mastercard that you can use to expedite payments. The virtual card number can only be used once, and because no physical card is involved, no card numbers are stored by your eligible vendors.
How do I set up Vendor Direct?
No action is needed from you. Vendor Direct lets you reduce or eliminate payment transaction fees without changing your process or workflow. Your process of uploading, approving, and paying bills remains the same, and your payments are still funded from your bank account.
Why did my vendor's payment method switch from check to Vendor Direct?
We automatically update your eligible vendor’s payment method to Vendor Direct if they accept virtual cards.
How do I know which vendors are set to Vendor Direct?
Once we enable Vendor Direct payments for an eligible vendor, we’ll show it in your vendor list and on the eligible vendor's profile. You can also filter your vendor list to show all eligible vendors paid by Vendor Direct.
- Select Vendors in the navigation menu
- Select the Pay by dropdown
- Select Vendor Direct
How do I export my vendor list?
- Sign into Bill.com and select Settings
- Select Import / Export Under Import / Export
- Select Export next to Vendors
- Select Export with filters
- Under Field, select Preferred Payment Method
- Under Value, select Vendor Direct
- Select Export with filter
Does my vendor have to pay a fee to receive Vendor Direct virtual card payments?
We don’t charge eligible vendors to receive a Vendor Direct payment. To accept card payments, eligible vendors usually pay fees to their merchant card processor, and those fees can vary. Most eligible vendors choose to accept card payments because it ensures they get paid faster.
Troubleshooting FAQs
What assurance does Bill.com provide for Vendor Direct payments?
With Vendor Direct, Bill.com will always ensure your payments will be sent to your eligible vendor, every time, with no extra work for you. If you have any issues paying with Vendor Direct, let us know by contacting Customer Support. Bill.com will take care of it to ensure your vendor gets paid. You'll never be debited more than once.
My Vendor Direct payment hasn't cleared yet. What should I do?
Eligible vendors may not process their credit card payments daily, so you may want to give the payment another 1-2 days to process. About 88% of Vendor Direct payments are processed within 5 business days. If your eligible vendor hasn’t processed the payment after 15 days, we’ll let you know in the expiring payments tab in Payments Out. You can always contact your eligible vendor directly to remind them to process the payment and double check that the remittance email is correct. We also call and email your eligible vendor to remind them to process any outstanding payments. For more information, see Resolving Vendor Direct payments.
What do I do if my vendor needs help processing their payment?
Please contact our Customer Support team and we’ll get you the help you need.
When will my vendors receive my payments?
They’ll receive it on the Arrives By date listed on the payment confirmation page. Here’s how you can check:
- Select Payments Out in the navigation menu
- Select the confirmation # on the payment you're checking
Where is my payment sent?
They’re sent to the remittance email address listed on the payment confirmation page. To find the remittance email:
- Select Payments Out in the navigation menu
- Select the confirmation # on the payment you're checking
If you don’t see a remittance email address, this means your eligible vendor elected to receive their payments via phone, fax, or online portal. If you need more information about these payment types, please contact our Customer Support team.
What should I do if the remittance email is incorrect?
Please contact our Customer Support team so they can update your account with the correct email address.
Why do I have to enter an address or account number to make a payment for some vendors?
Some eligible vendors require an account number, address, or both in order to accept Vendor Direct payments, as this helps them apply the payment correctly. If any of your eligible vendors require an account number or address for payment, and it's not already on their profile, we'll prompt you to enter it when you schedule a payment.
My vendor can't find their payment email. What should I do?
Your eligible vendor may have missed the email and it could be in their inbox or spam folder. Ask them to search for these email addresses:
- payment.advisory@comdata.com
- VendorEnrollment@comdata.com.
If they’re still unable to find the payment email, please contact Customer Support.
What email address are the payment emails coming from?
The Vendor Direct payment email comes from payment.advisory@comdata.com. The email that reminds your eligible vendor to process their payment comes from vendorEnrollment@comdata.com. As a reminder, we send payment notification emails from comdata_noreply@hq.bill.com to the eligible vendor to let them know about upcoming payments. That email contains only the first 6 digits of the virtual card number.
Can I cancel a Vendor Direct virtual card payment?
Yes, as long as it hasn’t been authorized through the supplier’s merchant card processing system. You can also cancel or void the payment by going to the specific Vendor Direct payment under Payments Out.
Can I turn off Vendor Direct for certain vendors?
You can select which eligible vendors you want to turn off for Vendor Direct, and the payment method will change back to what it was previously. Please contact Customer Support for assistance.
