Accounts Payable Department – Frequently Asked Questions

Accounts Payable Department – Frequently Asked Questions (FAQs)

📌 General Information

What is the Accounts Payable department responsible for?

The Accounts Payable (AP) department processes and manages all outgoing payments to vendors and suppliers, including invoice verification, timely payments, and maintaining financial records.

How can I contact the Accounts Payable team?

Email: [e-mail]
Phone: [phone]

What are your working hours and response times?

Monday to Friday, 9:00 AM – 5:00 PM. Response times are currently under review.

🧾 Invoices

How do I submit an invoice for payment?

Email your invoice in PDF format with all required details to avoid delays.

What information must be included on an invoice?

• Vendor name and contact details
• Invoice number and date
• VAT Registration Number (if applicable)
• Purchase Order (PO) number (if applicable)
• Site ID Name & address / Outlet number (if applicable)
• Description of goods/services
• Quantity and unit price
• Total amount due (net, VAT, gross)
• Payment terms
• Bank details for payment
• Remittance email address

Where should I send my invoice?

Send invoices to the relevant AP email address. Do not send directly to individuals unless instructed.

Can I submit invoices electronically?

Yes, via email in PDF format. Each invoice must be a separate attachment.

How do I check the status of my invoice?

Email [e-mail] with your invoice number and vendor name. Updates are provided within 2 business days.

What should I do if my invoice is incorrect or needs to be updated?

Notify us immediately and send a corrected invoice clearly marked as revised.

What is your invoice processing time?

Typically within 10 business days of receipt, if all required information is included.

💳 Payments

When will I receive payment for my invoice?

Payments are made according to agreed terms. (Final wording pending)

What are your standard payment terms?

Standard terms are Net 30, unless otherwise agreed. (To be confirmed)

What payment methods do you use?

Electronic bank transfers (BACS) and international payments if applicable.

How can I update my bank account or payment details?

Email updated bank details on company letterhead (signed and dated) to [e-mail]. Verification will be done by phone.

Why was my payment delayed or rejected?

Common reasons include missing/incorrect invoice details, unmatched PO numbers, or outdated bank info.

Can I receive remittance advice or payment confirmation?

Yes, remittance advice is automatically sent to the email address on file once payment is processed.

📄 Vendor Management

How do I become a registered vendor?

Contact your Procurement contact to request a vendor registration form and instructions.

What documents are required to set up a new vendor account?

• Completed New Supplier Form
• Bank details on company letterhead (PDF)
• Proof of business registration (if applicable)
• Telephone verification

How do I update my vendor information?

Email updated details to [e-mail] with supporting documentation.

🛠️ Disputes & Issues

What should I do if I have a payment dispute?

Email full details including invoice number and supporting documents to [e-mail].

Who do I contact if I believe I was paid incorrectly?

Email invoice and payment details to [e-mail]. We will investigate promptly.

How are duplicate invoices handled?

Duplicate invoices are flagged and not processed. Contact us if you believe a legitimate invoice was marked as duplicate.

What happens if I submit an invoice late?

Late invoices may result in delayed payments. Submit promptly to avoid delays.

🔐 Compliance & Security

How is my financial and personal information protected?

We follow strict data protection policies and use secure systems to store and process your information.

Do you comply with data protection regulations (e.g., GDPR)?

Yes, we are fully compliant with GDPR and other relevant laws. Your data is handled with care and confidentiality.