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 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 vendor.
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 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 a vendor, we’ll show it in your vendor list and on the vendor's profile. You can also filter your vendor list to show all vendors paid by Vendor Direct.
- Select Vendors in the navigation menu
- Select the Pay by drop-down
- 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 vendors to receive a Vendor Direct payment. To accept card payments, vendors usually pay fees to their merchant card processor, and those fees can vary. Most 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 vendor, every time, with no extra work for you. If you are having any issues paying with Vendor Direct, let us know through support. Bill.com will take care of it to ensure your vendor gets paid. You will never be debited more than once.
My Vendor Direct payment hasn't cleared yet. What should I do?
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 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 vendor directly to remind them to process the payment and double check that the remittance email is correct. We also call and email your 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 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 vendor elected to receive their payments via phone, fax, or online portal. If you need more information about these payment types, please contact our Support team.
What should I do if the remittance email is incorrect?
Please contact our 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 vendors require an account number, address, or both in order to accept Vendor Direct payments, as this helps them apply the payment corretly. If any of your 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 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 our 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 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 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 vendors you want to turn off for Vendor Direct, and the payment method will revert back to what it was previously. Please contact the Bill.com support team for assistance.
