Respond to an email resolution notification

  • Release version: Zurich
  • Updated June 5, 2026
  • 1 minute to read

    • When you receive an email resolution notification for your Accounts Payable Operations case, use the action buttons to accept or reject the resolution directly from your email inbox.

    About this task

    Use this procedure to respond to an email resolution notification from the Accounts Payable Operations team. Your response confirms whether the provided resolution addresses your concern. The action buttons in the email allows you to respond without logging into the portal or visiting a website.

    Before you begin

    Role required: admin

    Procedure

    1. Open the email resolution notification from the Accounts Payable Operations team.

      The email is sent to the email address registered for your supplier account. Look for an email with the subject containing your case reference number.

    2. Review the resolution details provided in the email.

      The email includes the following information:

      • Case reference number and case summary
      • Complete resolution details and explanation from the APO team
      • Any supporting documentation or details relevant to your case
    3. Evaluate whether the resolution resolves your issue.
    4. Select the appropriate action button:
      • If the resolution resolves your issue: Select the Yes, this is resolved button.
      • If you need more help or the resolution does not address your concern: Select the No, I need more help button.

    Result

    Your response is recorded immediately and the case status is updated:

    • If you selected "Yes, this is resolved": The case closes and is marked as resolved. You receive a confirmation email acknowledging your acceptance of the resolution.
    • If you selected "No, I need more help": The case status changes to New and the Assignment group is changed to AP supplier services. The Accounts Payable Operations specialist investigates the case.

    In either case, your response is processed automatically, and you don't take any additional action.

    What to do next

    Monitor your email for follow-up communications from the Accounts Payable Operations team. If you selected "No, I need more help," the team will continue working on your case and send you updates as progress is made.