Supplier Offers and Payment Execution Issues

Use the following common troubleshooting steps to resolve any supplier offers and payment execution issues with the Payments Agent.

Issue	Likely Cause	Resolution
Rejected: Offer couldn’t be delivered because the supplier email isn’t available	Supplier contact email or portal access is missing.	Update the supplier contact, assign the required role and privilege, run the user/role import job, and retry delivery.
Supplier hasn’t received offer email	The offer wasn't delivered, is still processing, or notification processing failed.	Verify the supplier email address, check spam or junk folders, and review the applicable notification status and error details.
Installments aren’t getting picked up during a PPR run from Payments Agent	The installment attributes don’t match the PPR template criteria.	Review the existing Payment Process Request and its processing stage. Apply the supported recovery action before creating another Payment Process Request.
Dynamic Discounting supplier offer email isn’t received by supplier / test mailbox	Recipient mail systems may be grey listing or filtering the email.	Validate the sender override, ask for allowlisting if needed, and resend the communication.
Dynamic Discounting supplier notification can’t be sent because supplier contact isn’t a valid Fusion/Supplier Portal user	The supplier contact doesn’t have a valid user account or required portal privilege.	Create or update the supplier contact, assign the required role, run the user/role import job, and retry the notification.
A standing offer enrollment request returns “It appears to be outside the scope of this assistant”	A financing program campaign is active.	Enter a rate within the approved program limits. Change the financing program limits only when required by an applicable business configuration decision.
The section for suppliers with eligible invoices doesn’t appear when reviewing draft offers	A financing program campaign is active, or no financing program candidate has newly eligible invoices.	Send the shortlisted offers. Review offers for newly eligible invoices when no financing program campaign is active.
A standing offer rate change returns “Discount rate is outside the financing Program Range”	The requested rate is outside the financing program’s minimum and maximum discount rates.	Specify a rate within the program range, or adjust the program range in Manage Financing Program.
A payment instrument filter on offers is rejected	The filter was applied to a non-Virtual Card program, to offers other than draft or shortlisted offers, or without a Business Unit and currency.	Filter Virtual Card draft offers and include both the Business Unit and currency.
Installments expected in a Virtual Card payment run aren’t selected	The payment instrument on the payment run doesn’t match the payment instrument recorded on the accepted offer.	Submit the payment run using an active template configured with the same funding card account as the offer.
Installments covered by a Virtual Card draft offer aren’t picked up by a normal payment run	This is expected behavior. Installments included in a draft offer are soft-locked.	Discard the draft offer if the installments should instead be paid under standard terms.
The assistant asks you to confirm the payment instrument alias for a Virtual Card offer	More than one payment instrument qualifies for the legal entity and currency.	Confirm the payment instrument that you want to use for the offer.
The Payment Execution Assistant reports the current status instead of explaining a payment failure	The underlying scheduled process is still running, so the execution evidence isn’t complete.	Ask for the failure analysis again after the process completes or fails.
Supplier remittance advice submission doesn’t complete	The payment file can’t be resolved, a payment reference number doesn’t belong to the payment file, or no remittance advice format is available.	Confirm the payment file and payment reference numbers, and verify that the payment process profile has a default remittance advice format. If the process still can’t be submitted, use the link provided to complete the task on the Send SRA page.
“Separate Remittance Advice can be submitted for one payment file reference at a time”	The request includes more than one payment file.	Submit a separate request for each payment file.