CSP Admin and User Guide Administer the CSP

If an offer is not available in a selected region, you can see the "Sorry, there are no savings available in your region yet,
check back soon, we are regularly adding new deals." message.

To express interest in becoming a member of the Coupa Advantage program, click on the Express Interest link at the
bottom of the page.

Clicking on the Express Interest button on the Coupa Advantage, Invoice Financing, or Coupa Business Spend
Management page generates an email message template. You can check your contact email and modify the message
body if you want. Submitting the email informs the relevant Coupa team about your interest and you get a response in a
couple of days.

Valid until January 31, 2021 191

CSP Admin and User Guide Administer the CSP

View SFTP File Upload Errors

If you use SFPT to upload your invoices through CSV, you can view processing errors for a specific customer by
going to Admin > SFTP Errors and selecting the customer from the drop-down list.

Click the file name links to download and view the .csv files.

Click the links in the Upload Errors column to see the detailed error messages. Successful file uploads are listed
without the Click for Errors link.

For more information, see Create SFTP Accounts.

Valid until January 31, 2021 192

CSP FAQ and Troubleshooting
This chapter contains the following topics:

Account, Login, Registration

Find answers to questions on how to register for and log in to the CSP, and manage your account.

Admin
Find answers to questions on how to administer the CSP.

Catalogs
Find answers to questions on managing catalogs/punchouts from the CSP.

Invoices
Find answers to questions about invoicing with the CSP.

Orders
Find answers to questions about handling purchase orders in the CSP.

Other
Find answers to miscellaneous questions about the CSP.
CSP Admin and User Guide CSP FAQ and Troubleshooting

Account, Login, Registration

How much does it cost to join the CSP?
Coupa doesn't charge suppliers to use the CSP.

Where do I register for the CSP?

You can request an invitation to join the CSP. Ask your customer to send you an invitation email or
visit https://supplier.coupahost.com. For more information, see Register for the CSP.

Why don't I receive the email invitation to join Coupa?

Check your spam/junk email folder.

Emails sometimes get flagged as spam. If you still cannot find the email invitation, you can register instead. However, if
you register, make sure to use the same email address to register that your customer used to invite you.

Why can't I register for the CSP?

If you received the email invitation with the link and can't register, check the I'm not a robot field. If there are any other
issues, write to [email protected].

How do I register if the admin/owner of the CSP account left the company?
Contact your IT department or your customer.

Your IT department can sometimes grant someone temporary access to email to log in as the Admin that left your
company, and add you as a user with full access to all roles and permissions. You can also have your customer change
the contact information for you as a supplier and then "unlink" from the old admin's account, then "relink" or invite using
your email. All the transaction data remains. Some basic company information and payment locations/details may need
to be updated in the new account, but most of the important information and transaction details are carried over
automatically to the new account. For more information, see Create Your Account.

Where do I sign in to the CSP?

http://supplier.coupahost.com

How do I cancel my CSP account?

If you're no longer doing business with the customer who set you up on the CSP, ask the customer to make you inactive
in the system.

What do I do if I am locked out of the CSP?

Using two-factor authentication protects you against fraud. For more information, see Enable or Disable Two-Factor
Authentication.

If you don't have your six-digit backup validation code, contact your customer who will ask you to fill in a declaration form
and provide either a copy of your photo ID or passport or your CSP login email to verify your identify.

Valid until January 31, 2021 194

CSP Admin and User Guide CSP FAQ and Troubleshooting

Why don't I get the password reset emails?

Check your spam/junk email folder.

Emails sometimes get flagged as spam. If you still cannot find the email, write to [email protected].

Why can't I log in to the CSP?

Make sure you have followed the instructions in Log in to the CSP. If you still have issues, reset your password. If the
problem persists, write to [email protected].

Why can't I log in after resetting my password?

Check if you are using the correct URL: https://supplier.coupahost.com.

Sometimes users bookmark the password reset URL (instead of the login URL) or bookmark a test site.

How can I log in if I forgot my two-factor authentication code, the code is not working, or I lost my device?
If you don't have them, contact your customer. For more information, see Log in with two-factor authentication.

If you cannot log in because of missing two-factor authentication codes, try to find and recover them first by
using Google Authenticator or your device for text messages (SMS) to get new codes, or by using backup codes that
you were told to copy or write down.

If you lost your codes, contact your customer or [email protected]. You need to provide proof of identification to
ensure security of spend-related transactions for you and your customer.

For more information, see Log in to the CSP.

What do I do if I am not the admin/owner of my CSP account but I can't log in or don't have full access?
Contact your admin to activate your account or set your permissions.

Some users in the CSP have more power to activate and deactivate users, and decide which customers and types of
information they can access (forexample, invoices but not orders or catalogs). Contact those admins to see why your
access is not correct and have them fix it. If this is not possible, contact [email protected].

Why do I get the "unauthorized or expired account" error?

Your customer has probably deactivated a setting on their end. Contact your customer to find out if this was intentional.
ask them to check your supplier record or your supplier user in the system. If they can't solve the problem, they can
contact Coupa support.

What do I do if I receive the "We're sorry, but something went wrong" error?
Contact your customer and ask them to open a support ticket because something is wrong on their end with a
configuration or an update that they need to resolve with Coupa support.

Valid until January 31, 2021 195

CSP Admin and User Guide CSP FAQ and Troubleshooting

Admin
How do I enable two-factor authentication?
After logging in to the CSP, go to Account Settings under your login name in the top right of the page to enable two-
factor authentication. For more information, see Enable or Disable Two-Factor Authentication.

How can I disable two-factor authentication?

You can disable two-factor authentication from the Account Settings under your login name in the top right of the page.

Note: If you disable two-factor authentication, you might not have access to your customers' information if
they decided to request you to use this additional form of authentication.

How do I connect with my customer?

Contact your customer and send your login email.

You can create an account in the CSP either by using a link from a customer or a supplier that invited you, or you can
register without an invitation. If you register with the link you received, you are automatically linked to your customer. If
you register without the link, your customer needs to connect with you by changing the Primary Contact email on their
supplier record and by inviting you, which automatically gets you linked. The customer can also find you in the Supplier
Portal Directory and connect with you from there. To prevent soliciting and spamming, suppliers are not allowed to
initiate connections through the CSP.

For more information, see Register for the CSP.

How do I know that I'm connected to my customer?

Once you're signed in to the CSP, scroll down. On the bottom right of the page, you can see your Latest Customers.

What do I do if I am connected to a customer in Coupa and a new customer also wants to connect?
If the customer uses Coupa Release 18, they can find you in their Coupa Supplier Portal Directory and add a
connection to you.

Also, you can provide your new Coupa customer with the same email address that you use to connect to your other
Coupa customer(s). When your new customer has that email address, they need to send you an email invite to join.
Once you confirm the new connection request, you are connected to your new customer and your previous customers.

Where's the tab for my customer?

Once you're signed in to the CSP, if you don't have a tab for your customer, it's probably because you registered for the
CSP using a different email address than the customer used for the invite. Ask your customer to send another invite
using the address you registered with.

How do I add an employee?

On the main menu, click on the Admin tab. On the Users tab, click on the Invite User button. Provide the required
information in the window that opens.

Valid until January 31, 2021 196

CSP Admin and User Guide CSP FAQ and Troubleshooting

Why can't I access POs/invoices?

On the main menu, click on the Admin tab and check if you have access to the right roles and customers. If you have
access but do not have the right roles or customers, add them. If you do not have access, ask your admin to give you
access to the right roles or customers.

Why do I receive notifications if my notification preferences are turned off?

Log in to the CSP to check if the notifications are turned off. If they are turned off, contact your Coupa customer to open
a ticket with Coupa support.

Note: Some PO notifications from customers are not generated by the CSP, so you can't turn those off.
Contact your customer if you don't want to receive those notifications.

Valid until January 31, 2021 197

CSP Admin and User Guide CSP FAQ and Troubleshooting

Catalogs
How do I learn about hosting my catalog within Coupa?
You need to talk to your customer about how they would like to access your catalog.

How do I implement a cXML/punchout on my website?

You'll need a dedicated cXML developer or a third-party consultant, for example, Punchout2Go, to make your website
cXML compliant. Once your site is cXML ready, provide your credentials to your customer. They'll handle the rest. For
more information, see http://cxml.org.

Valid until January 31, 2021 198

CSP Admin and User Guide CSP FAQ and Troubleshooting

Invoices
How do I create an invoice?
On the main menu, click on the Orders tab. If you are connected to more than one Coupa customer, select their name
from the Select Customer dropdown menu. In the PO table that appears, choose the PO you want to invoice, and then
click on the yellow coins to create an invoice. For more information, see Coupa Supplier Portal.

If you don't have a PO and your customer has given you permission to create invoices without a backing document, click
on the Invoices tab on the main menu. Click on the Create Blank Invoice button above the Invoices table.

If you don't have a PO and your customer has given you permission to create invoices with a backing document, click on
the Invoices tab on the main menu. Click on the Create Invoice from Contract button above the Invoices table.

For more information, see Create or Edit an Invoice.

How do I create an invoice that isn't backed by a purchase order?

To create a non-PO backed invoice, click on the Invoices tab on the main menu. If you are connected to more than one
Coupa customer, select their name from the Select Customer dropdown menu. Click on the Create Blank
Invoice button above the Invoices table. For more information, see Create or Edit an Invoice.

Note: If you don't see the Create Blank Invoice button, contact your customer and ask them to configure
your supplier account so that you can submit invoices without a backing PO.

How do I submit an invoice?

Your account needs to be configured to handle invoices through your customer's Coupa instance. Contact them to get
set up with an invoicing method.

What options are available for me to submit invoices to my customers?

You should talk to your customer about which of the following methods they want to use:

• The CSP, where you sign in to manually flip a PO to create an invoice.

• Supplier Actionable Notifications (SAN), where you act on an email without logging in to the CSP.

• cXML, where you can automate the process of sending an invoice file using Coupa's standard cXML format.

• API, where you can automate the process of sending an invoice file using Coupa's API.

• Excel spreadsheet, emailed by your customer, which you fill out and send back to them.

Can I reuse an invoice number once my customer has deleted it on their end?
Yes, if a customer deleted an invoice number, you can reuse it.

Can I submit PDF invoices created from my system instead of using online invoicing?
Yes, you can. You can upload your PDF invoices in the following ways:

Valid until January 31, 2021 199

CSP Admin and User Guide CSP FAQ and Troubleshooting

• Log in to the CSP to create an invoice and attach the PDF. You don't need to contact your customer to do this, and
it only takes a moment.
• Email the PDF directly to your customer. This is ideal for invoices without a PO. However, your customer might
have to manually enter the PDF invoice information into Coupa, which may cause a delay in payment. Check with
your customer if this option works for them. They need to set up a specific email address where you can send the
PDF.

Why can't I send cXML invoices?

Check if you are using the supported protocols: TLS 1.1 or TLS 1.2. If you still have problems, contact
[email protected].

How do I know if an invoice has been registered?

On the main menu, click on the Invoices tab. For the desired customer, look for invoices that are still listed as drafts.
They need to be edited and then submitted. If the invoice is not there, it's not in the system.

How do I add shipping charges to an invoice?

You can add shipping charges at the bottom of the invoice or at the line item level. Ask your customer which method
they prefer.

Do I need to include accounting information on cXML invoices?

Invoices against a PO don't need accounting information, because that information is part of the requisition and is
carried over to the PO. When an invoice references a PO line number, Coupa takes the accounting information
associated with the line and adds it to the invoice.

How do I credit or cancel an invoice that's already been billed?

To create a credit, enter a negative quantity. For more information, see Create a credit note.

Once an invoice is submitted, it can't be changed in any way. For more information, see Create or Edit an Invoice.

How do I make a part claim on an invoice?

You can invoice multiple times against a single PO. Just click the gold coin icon and enter the amount you'd like to
appear on the invoice.

Why can't I edit, void, or delete an invoice?

Once an invoice has been submitted, it can't be changed in any way. This ensures invoice processing integrity.
However, you still have options:

1. Ask your customer to reject or void the existing invoice. You can then create a new one.

Note: If your customer is using compliant invoicing, they can only reject invoices but not void them.

2. Create a new credit memo that credits the customer for the original value, and then create a new invoice.

Ask your customer which method they prefer.

Valid until January 31, 2021 200