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Supplier Self-Service FAQs (Frequently Asked Questions)

Q1. I’ve forgotten my password and cannot log into the SSS system

A1. Enter your user id and click on the Forgotten Your Password Link. You will then need to complete a short series of steps before a new password is issued.

Step 1. Confirm your user id and email address with which you registered for the SSS service.

Step 2. Provide the answer to the personal security question

Step 3. Collect the newly issued password reset (please note this is a temporary password)

Step 4. Return to the SSS login page and enter your username and the newly issued password

Step 5. Click on Login

Step 6. Enter your current password (the password issued via email), then enter a new password and confirm this new password, and end by clicking on the "Change" tab
Once completing these steps you will have successfully changed your password and logged into the SSS service, from where you choose an option from the navigation bar and continue to review transactions on you UCD account.

Q2. I can only view outstanding/incomplete orders, how do I view all orders placed by UCD with us?

A2. A link to outstanding/incomplete orders is displayed on the SSS home page/dashboard. To search for other orders placed by UCD with your organisation, click on the Orders tab from the navigation bar. From here you can use the search filter and order status selection to return the order(s) you wish to view.

Q3. What is the difference between outstanding/incomplete orders?

A3. Orders on outstanding status – refer to orders where the item(s)/line(s) on the order are waiting for the relevant requester (buyer) to electronically confirm receipt of the goods/services supplied.
Order on Incomplete status - refer to orders where item(s)/lines(s) are receipted,  however the item(s) have not been matched to an invoice. In this case, the goods/services have been electronically receipted, but the Payments Office has not yet received the invoice/matched the invoice to the order.

Q4. What does status completed mean on an order?

A4. When an order is marked as completed, this means that one of the following has happened:

  • All item(s)/lines(s) on the order have been receipted and matched to an invoice
  • Some Items/lines have been matched to an invoice, and other items/lines have been manually marked as complete as they are no longer required from the supplier.

Q5. I know our organisation has delivered all items on the order, and yet the order is still being displayed as status ‘Outstanding’. How can this be corrected?

A5. Where you know delivery of the goods/service has been completed, yet the status of the order has not changed, you should contact the Requester of the goods/services, quoting the UCD Order Number and query why the order has not yet been receipted.
If you do not have the details of the requester of the goods/services, the PO contact is referenced on the PO your organisation would have received from UCD.

Q6. How do I view the order details?

A6. To view the order details click on the order number to view additional details relating to that order.

Q7. Can I export or save a copy of the orders/ invoices/payments results I have returned in my search?

A7. Yes, details of orders, invoices & payment queries returned can be exported via CSV, Excel, XML or PDF options. To export the data simply scroll to the bottom of the list and select one of the export options. (You may need to adjust your download options)

Q8. How do I view what invoices are cleared for payment in the next payment run?
A8. From the Payments section of the dashboard the ‘Account Balance’ value is the value you can expect to receive in the next payment run, it should be noted that if there are any invoices marked as disputed you should exclude these from the expected payment value.
You can click on the disputed invoices to get the value of invoices on dispute that should be excluded from the account balance to calculate the value of the expected payment.
Alternatively you can click on the outstanding link and filter out the registered and disputed invoices

Q9. An Invoice issued by our organisation is not moving from the registered invoices queue/query, why is this not being processed for payment?

A9. Once the payments team receive the invoice, it is registered on the system. On a daily basis, the payments team attempt to match registered invoices to electronic (POP) orders, however there is a variety of reasons as to why the invoice may not be picked and matched changing the status to awaiting payment e.g.:

  • The item(s) on the invoice have not been receipted on the order
  • The item(s) on the invoice do not match the cost/values on the order
  • The VAT on the invoice is different from the VAT on the order
  • The PO quoted on the order does not exist, or has been used on an earlier (now completed) order

*You can assemble more information on the reason by clicking on the ‘Your reference’ field from within the queried invoice and review the reason provided to the right of the ‘Process Status’ field
**We recommend you contact the PO Contact to resolve the issue

Q10. An invoice issued by our organisation has been marked as disputed. Why?

A10. If your invoice has been marked as disputed, we suggest you contact the Payments Manager immediately to resolve the issue

Q11. When can I expect payment for invoices that have been fully matched/settled?

A11. An estimated payment date is detailed on the dashboard, this is an estimate based on the dates on matched invoices awaiting payment and the payment terms specific to you. However the following is a guide to the pattern of payments runs when the University is open for business. There are currently two weekly runs for EFT Payments:

  • Each Wednesday for EFT payments within the Republic of Ireland
  • Each Friday for EFT payments outside the Republic of Ireland
  • Cheque payments are processed at the end of the month, (please contact the Payments Manager to move from Cheque to EFT payments)

Q12. The invoice is settled and awaiting payment, however payment appears to be overdue, why have we not yet received payment for these invoices?

A12. If you can clearly see invoices awaiting payment post the payment term allocated, you should contact the Payments Manger, as UCD may have placed the account on hold, eg, withheld payment pending receipt of a current Tax Clearance Certificate.

Q13. We have received a payment from UCD, and cannot match to the UCD Statement of Outstanding payments, how do we allocate these payments?

A13. When a payment is issued, UCD will automatically issue a remittance advice by email, fax or post detailing invoices / credit notes allocated in this payment, and any relevant deductions.
If you have not received or cannot locate this remittance advice, the SSS service allows you to view invoices/credit notes allocated under a particular payment issued by UCD. To view these details, click on the ‘Payments’ tab or ‘View Payments’ from the dashboard, select the payment you are attempting to allocate and click on the ‘Payment Reference’ to view the invoices/credit notes allocated to this payment.

*If there is a ‘View Image’ tab to the right of the payment detail screen, you can also view a copy of the original remittance advice issued by UCD

Q14. I have successfully logged into the SSS service, however I still want to change my password, how can I change/update my password?

A14. From the home screen/dashboard there is a "Change password" option underneath the Admin section. Once you click on the "Change Password" option you will be requested to enter your current password, enter a new password and confirm this new password.  Once completed selected the "Change Password" tab.

You password must be a minimum of 6 characters and of at least medium strength. To increase the strength of your password use mixed case characters, a mixture of alpha and numeric characters etc

Q15. I want to update the address details held for our organisation, can this request be submitted via SSS?

A15. Yes, Change of Address requests can be submitted via the SSS service. There is a "Notify us of a Change of Address" options underneath the Admin section on the homepage/dashboard.

Click on this option and your current address details will be displayed, along with a form to complete with your updated address details, (pre-populated with your current details).

You must provide a reason for the revision of address request. Once the request has been submitted, a member of the payments team will validate and update your details with UCD’s financial system. Once updated on the system you will receive an email notifying you that the update has been actioned

Q16. I have requested a "Change of Address", in error

A16. If you have requested a change of address, and changed your mind, you can select the "Change of Address" link and, view changes pending and select to delete the request

Q17. The organisations bank details have changed and require update, can this be done via the SSS service?

A17. Yes, Change of Bank Account details can be submitted via the SSS service. There is a "Notify us of a Change of Bank Details" option underneath the Admin section on the homepage/dashboard.

Once you click on this link you will be brought to the Change of Bank Details page, where you will be asked a security question before you can proceed to update the bank details.

Once you have answered this security question successfully, you will be given your current bank details, and a form (pre-populated with your current details), for you to update. You must provide a reason for update.

Once the request has been submitted, a member of the payments team will validate and update your details with UCD’s financial system. Once updated on the system you will receive an email notifying you that the update has been actioned.

Q18. My SSS account is locked what do I do?

A18. If your account has been locked one of two things has happened:

  • You have entered your password incorrectly three consecutive times, or
  • Your account has been locked by a UCD SSS Administrator

Click on the link advised and an email will be generated to the SSS Administrator, noting your account has been locked, and from here you can continue to request re-activation of your account, or query why a lock has been placed on your account. Ensure you include your user ID as a reference for the Administrator.

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