Supplier FAQ s for the isupplier Portal Version Date: May 12, 2016

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1 Supplier FAQ s for the isupplier Portal Version Date: May 12, 2016 Topics: Hardware and Software Training and Support Access and Password Notifications Purchase Orders Invoice and Payments Hardware and Software: Q. What is the minimum Hardware and Software requirement to access isupplier Portal? A. The isupplier Portal has been tested with Internet Explorer 11. Other browsers, including the latest Firefox and Chrome should work fine but have not been tested. Older versions of Internet Explorer may also work but have not been tested. Users are encouraged to update to the latest version of their browser. Q. Do I need broadband and what speed? A. Yes, you need to have a broadband Internet connection to access ALC s isupplier Portal. Dial up connections are not recommended or supported. The lowest recommended speed is 1.0 Mbps. Training and Support: Q. How do I get support if I have a problem using isupplier Portal? A. You can send an to purchasing@alc.ca. Q. Is training available for isupplier? A. ALC has created a User Guide to help suppliers navigate through the isupplier Portal. The manual is available on our website. You can also request a copy of the document by sending an to purchasing@alc.ca. This document is periodically updated by ALC so we suggest you access the guide via the website to ensure you have the latest version. Access and Password: Q. How can I get access to isupplier Portal? 1

2 A. If you are an approved supplier doing business with ALC, please send an to If you are not an ALC approved supplier, please complete the Prospective Supplier Registration as per the User Guide. Q. What is my username? A. You will receive your username and temporary password either when you receive your invitation to register or when you have been approved as a supplier. In general, your username will be the address used to create an account with ALC isupplier Portal. All communications will be sent to this e- mail account. Q. Who will notify me when my account is created in ALC isupplier Portal? A. ALC isupplier Portal will send an that contains your address and temporary password when an account is established for your organization. You must log into the application within 14 days of receiving your credentials, otherwise, your account will be locked. Q. Does each person in our site get a separate login to access ALC isupplier Portal? A. Yes, ALC will provide a separate username and password for each user you identify for your organization. Q. When I try to access the isupplier Portal homepage, I am told that my password has expired. Is there a problem? A. No, all supplier logons are created with a generic password by ALC isupplier. Upon initial access to the page, suppliers are prompted to change their password for security purposes. Q. I typed my password incorrectly 5 times, now my account is locked and I am unable to login to ALC isupplier Portal? A. You need to send an to purchasing@alc.ca so we can reset your password. Currently isupplier portal will automatically lock the account after five invalid attempts and you won t be able to access until ALC releases the lock. Q. I forgot my password to login to ALC isupplier Portal. Who should I contact to get a new password? A. Click on the Forgot Password link on the isupplier Portal login page. You will be directed to reset your password. Q. When I logon to the isupplier Portal, I get an error. A. Please report this error to purchasing@alc.ca. Q. How often should I log onto the isupplier Portal? A. This depends on your business needs. ALC isupplier Portal will send you an notification when an action is required from the supplier. Q. What do we do when one of our team members with ALC isupplier access leaves? A. You need to immediately notify purchasing@alc.ca by to have the user account disabled so that the former employee will not be able to access the isupplier Portal. Q. Why does the system log me out after only 10 minutes of inactivity? A. For security purposes you will be logged out after a period of inactivity. 2

3 Notifications: Q. I do not receive any notifications from ALC isupplier Portal. What should I do? A. You need to notify purchasing@alc.ca to fix this problem. ALC isupplier Portal will only send to the address registered on the portal. If you are using a different account than was used for registration, you will not receive any s. Q. How can I view all the notifications sent to me via isupplier Portal? A. On the isupplier Home Page under Worklist, click on the Full List button and select the appropriate notification type from the dropdown list. Q. Is it possible to have the notifications sent to more than one address? A. isupplier Portal sends workflow notifications to the address of supplier users that are registered on the Portal. Depending on the specific action required, the system will identify the appropriate supplier user based on their assigned responsibilities. Purchase Orders: Q. What does the purchase order status mean? A. The following lists the different purchase order statuses and definitions: Purchase Order Status Open / Frozen Closed / Finally Closed / Cancelled Definition Purchase Order is still open. Supplier can against this PO. Purchase Order is closed. Supplier cannot against this PO. Invoices and Payments: Q. Can I see the status of my and if it has been paid? A. Yes, you can access the isupplier Portal and review an and its status from the Account tab. Q. Do we have to use the isupplier Portal to ALC? A. Currently; the online feature is available to suppliers with purchase orders. ALC would like to encourage these suppliers to submit s through isupplier to allow for ease and promptness of payment. If you choose not to submit s through isupplier, you can continue to use your current method of sending s to ALC. Q. I created an on isupplier. However, I cannot find the that I created when I search for s. A. Invoices created on isupplier are reviewed and processed by ALC Accounts Payable. It takes about 24 hours for this process to be completed. When your is approved, the will be show up on 3

4 the query after the processing period. If you have any questions about s, please contact Accounts Payable at Q. What does Invoice Hold mean and what actions are required from the supplier? A. When searching payment status, there may be a hold for payment. This does not mean that ALC is withholding payment; the simply has a status of On Hold. Once the hold is release, the payment will be processed. The following lists the hold types, what they mean and the necessary next steps. Hold Type Definition Next Steps DIST ACCT INVALID Final Matching Invalid CC Number/Account Max Ship Amt Pending Sig Approval PO Required QTY ORD QTY REC PO line is overbilled, not enough funds to pay the Invoice requires ALC internal approval Invoice requires a valid PO for payment PO is overbilled, not enough funds to pay the Goods need to be received in the system before will be resolved by ALC before will be resolved by ALC before will be resolved by ALC before Funds need to be added to that particular line of the PO before the can be paid. If the is past-due, please contact your buyer or ALC AP to inquire. This means the approvals are not yet complete for this. If the is past due, please contact ALC AP (dburse@alc.ca or ext. 5701, or 5663 or 5153) to inquire. Issue may be resolved internally, if payment is past-due, please inquire with ALC AP. Funds need to be added to the PO before the can be paid. If the is past-due, please contact your buyer or ALC AP to inquire. Payment cannot be made until the goods or services are received. If goods were shipped or services 4

5 Hold Type Definition Next Steps Research in Progress Tax Variance payment can be made. Invoice issues requiring further research delivered and payment is past-due, please contact your business representative to ensure the product or service has been received in the system. If ALC AP or business unit has not contacted the vendor, please inquire with ALC AP. This could be an internal PO issue that we will work to resolve as quickly as possible. will be resolved by ALC before 5