When you receive an invoice from a vendor, you may be invited to pay them electronically. One account type Bill.com offers is the Payments Portal. In the Payments Portal, you can view invoices, make payments, and see your payment history. When you create a Payments Portal account, the account created allows you to pay only the vendor that sent you the invoice with the link to create the account.
- Questions about a payment?
- Before you submit a payment claim
- Submit a payment claim
- Payment Claim timing
Questions about a payment?
If you have questions about a payment, consider contacting the vendor or merchant first. They can provide details about the payment and the purchase. If you aren't satisfied with the goods or service provided by the vendor, you'll need to work with the vendor directly.
You can find their contact information in the Payments Portal at the top of the page or by selecting the gear icon and then selecting Contact Company.
Before you submit a payment claim
Many times disputed payments are legitimate payments that customers may not recognize or remember. Before submitting a claim that a payment was unauthorized or an error, we encourage you to try to resolve the issue with the vendor or merchant. Often the vendor can answer your questions and easily resolve your issue. You can find their contact information in the Payments Portal at the top of the page or by selecting the gear icon and then selecting Contact Company.
Submit a payment claim
Before submitting a payment claim, consider calling the vendor or merchant first. They may resolve your claim quickly, plus answer additional questions you may have about your purchase. We may also require information from the merchant to process a claim, so contacting them directly may save you time. If you are not satisfied with the goods or service provided by the vendor, you will need to work with the vendor directly as a payment claim will trigger an investigation into the transaction, not the vendor/merchant. You can find their contact information in the Payments Portal at the top of the page or by selecting the gear icon and then selecting Contact Company.
Many Payments Portals pages display a link to submit a payment claim directly from the Payment History page. Please login to view the Payments History. If you need assistance, please contact Customer Support by selecting Contact Us at the top of the page. We’ll ask for the following information to submit a claim:
- Email address
- Phone number
- Company or individual paid
- Payment date
- Invoice number (or payment ID)
- Amount of the payment
- If you authorized the transaction
- Description of the payment error or issue
- Confirmation that you created the Bill.com Payments Portal account
- Whether you lost your Bill.com Payments Portal login or password
- Whether you gave your Bill.com Payments Portal login information to anyone else
Payment claim timing
The timing of when you notify us of a dispute you have with a payment is important. Most transactions must be disputed within 60 days of your statement on which the error appeared. If you believe that a transaction has been an error with any payment posted to your account, we will research the transaction with the vendor and the bank and contact you with the results. If the transaction was posted in error, we will correct your issue. If the transaction was not posted in error, we'll let you know and resolve the claim.