If a supplier did not receive a remittance advice, or an advice was not sent, this might be because of the following common issues. This article lists their causes and solutions.
The advice was not sent because the supplier has no email
For a supplier to receive a remittance advice, it must have a contact email saved in Payhawk. If this email is missing, the authorizing employee will see on the payment confirmation screen that the advice was not sent, along with an Add email to send remittance option. Selecting it opens a dialog where they can enter the recipient's email and click on Send. To make future advices send automatically, employees with the permissions for editing supplier details can add the email.
The advice went to the wrong email
You need to update the recipients on the supplier and resend the advice:
In the Payhawk Web Portal, go to the Suppliers app and select the desired supplier.
Click on Edit contact details and select Send remittance advice to different recipients.
Enter the correct emails and click on Save.
Open the bill and select Send remittance advice to resend it.
The supplier did not receive the advice
Ask the supplier to check their Spam or Junk folder for an email from a payhawk.com address. Confirm the recipient email is correct on the supplier, then resend the advice from the bill. Resending uses the same secure link, which always shows the latest payment status.
No remittance advice was sent for a reimbursement
Remittance advices are intended for suppliers. Advices are not sent for employee reimbursements.
No remittance advice was sent for a failed payment
When a payment is rejected or returned, Payhawk will not send an advice for it and the supplier will not be informed that a failed payment is on its way. However, if a payment has been authorized successfully in Payhawk but is later on returned by the recipient’s bank, the advice status page will update to reflect that the payment was not successful.