Below, we answer some common questions regarding how to troubleshoot Bill.com Vendor Direct payments.
Jump to:
- How Vendor Direct payments work
- When does my vendor receive the Vendor Direct payment I send?
- Where is my Vendor Direct payment sent?
- What email addresses are Vendor Direct payment emails sent from?
- What if the remittance email is incorrect or my vendor can't find their payment email?
- What if my vendor needs help processing their Vendor Direct payment?
- Why do I have to enter an address or account number to make a payment for some vendors?
- What if my vendor doesn't process the full amount of their Vendor Direct payment?
How Vendor Direct payments work
When you make a Vendor Direct payment, your vendor will receive the card number via email, phone, fax, or via the vendor’s online portal. The exact method of delivery depends on what your vendor accepts. Email is the most common method of delivery. The card is a single-use Mastercard or Visa number that your vendor can process through their normal merchant card processing system.
The first 6 digits are the same for all Vendor Direct payments: 556766. The last 10 digits are unique per payment, but the entire card number will be included in the email that includes all the payment information.
When does my vendor receive the Vendor Direct payment I send?
Your vendor receives their Vendor Direct payment on the Arrives By date calculated on the payment's confirmation page.
Check the Arrives By date:
- Select Payments Out in the navigation menu
- Select the Confirmation # of the payment
Where is my Vendor Direct payment sent?
We send Vendor Direct payments to the email address listed in the Remittance Email field, on the payment's confirmation page.
Check the remittance email:
- Select Payments Out in the navigation menu
- Select the Confirmation # of the payment
If the Remittance Email field is blank, this indicates that your vendor wants to receive the payment via phone, fax or their online portal. For these payments, we've delivered payment via the method your vendor indicated. Contact Customer Support by selecting Contact us at the top of this page if you need more information on these types of Vendor Direct payments.
What email addresses are Vendor Direct payment emails sent from?
The Vendor Direct payment email and the email reminding your vendor to process their Vendor Direct payment comes from notificationonly@hq.bill.com
What if the remittance email is incorrect or my vendor can't find their payment email?
If the remittance email is incorrect, contact Customer Support by selecting Contact us at the top of this page and we'll resend the email to the correct email address and update our records, so that all future Vendor Direct payments are sent to the correct email address.
If your vendor cannot find their Vendor Direct payment email, ask them to search their inbox and SPAM folders for the email address notificationonly@hq.bill.com. If they're still unable to locate the payment email, contact Customer Support by selecting Contact us on this page to request the remittance email be resent.
What if my vendor needs help processing their Vendor Direct payment?
You can send them this article Vendor Direct - FAQs for Vendors for them to get the information and help they need.
Alternatively, you can contact Customer Support by selecting Contact us on this page.
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 to accept Vendor Direct payments, as this helps them apply the payment correctly. 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.
What if my vendor doesn't process the full amount of their Vendor Direct payment?
If your vendor processes their Vendor Direct virtual card for less than the full amount issued, they can still process the rest at any time within 20 days of the card issue date. If there is an amount left un-processed after 20 days, we'll automatically refund the remaining balance to the payer.
