Managing VendorPay Payment Exceptions in AvidXchange
Managing VendorPay Payment Exceptions in AvidXchange
You can manage common VendorPay payment exceptions, including stopping, voiding, correcting, reissuing, and requesting refunds for payments processed through AvidXchange. The steps vary depending on the payment status and type, so it is important to first confirm whether the payment is a cleared check, an in-process payment, or another VendorPay method before proceeding.
For a VendorPay check payments that have not yet cleared the bank, follow the process outlined in Making a VendorPay Stop Pay Request in CINC Core.htm. For all other scenarios, use the procedures below to work with AvidXchange and CINC Support to resolve the issue.
Some of the procedures require you to contact AvidXchange. Here are the links:
• Creating a Community User Account: https://help.avidxchange.com/s/article/How-do-I-create-a-Community-User
• Submitting a Case: https://help.avidxchange.com/s/article/How-do-I-create-a-Support-Case-in-the-community
• Submitting a stop payment (requires portal access first): AvidPay: Stop a Payment (avidxchange.com)
Stopping a VendorPay Payment through AvidXchange
You can request that AvidXchange stop a payment that has not yet completed processing.
To request a stop payment:
Log in to the AvidXchange Community portal.
Submit a support case requesting a stop payment and include the following information:
Customer name
Payment ID
Vendor name
Payment amount
Submit the case.
Avid typically responds within 24 hours to confirm whether the stop payment was successful.
Voiding a VendorPay Payment through AvidXchange
VendorPay payments can only be voided in CINC prior to the daily cutoff (1:30 PM ET on the day the payment is posted).
To void a payment after the cutoff:
Submit a stop payment request to AvidXchange following the procedure in Stopping a VendorPay Payment through AvidXchange.
Submit a CINC support ticket to Developer Case Queue requesting that the payment be made voidable and include the following information:
Customer name
Payment ID
Vendor name
Payment amount
Wait for confirmation from AvidXchange that the payment has been successfully stopped.
If a refund is required, proceed to the refund process in Requesting a Refund through AvidXchange.
Correcting a VendorPay Payment through AvidXchange
Use this process when a payment must be stopped and reissued due to incorrect payment details such as vendor address or payment routing.
To correct a VendorPay payment:
Submit a support case in the AvidXchange Community requesting a stop and re-issue and include the following information:
Customer name
Payment ID
Vendor name
Payment amount
Verify that the vendor’s address in CINC Core is correct.
If updates are needed in CINC Core, follow the procedure in Enabling VendorPay.
Requesting a Refund through AvidXchange
Refunds may occur under the following conditions:
AvidXchange is unable to get funds to the vendor.
The vendor rejects the payment.
A virtual card payment is only partially authorized by the vendor.
To request a refund:
Submit a support ticket to AvidXchange requesting a refund.
Provide the relevant payment information:
Portal name
Payment ID
Vendor name
Date created
Payment amount
Request that the payment be refunded. Refunds are issued via ACH back to the original funding bank account.
Once the refund is received:
Identify the outstanding, unreconciled bank deposit.
Create a miscellaneous deposit to reverse the original expense GL and record the bank register transaction.
Reconcile the bank register transaction with the outstanding deposit.