Submit invoices and respond to disputes

Use the Supplier Portal to submit invoice details for the buyer's review, check the recorded invoice status and respond to a request for credit or replacement goods. These are separate tasks: uploading a document, submitting an invoice, agreeing a resolution and recording payment have different results.

Open the purchase order link shared by the buyer. You do not need access to the buyer's Shopify admin. Keep your actual invoice and dispatch records available so you can compare them with the order.

When invoice entry is available

Look for Upload Invoice and Enter Invoice Details Manually beneath the shipment information. This entry area is available in the shipping stages when the order has no submitted invoice. If the buyer has closed an order without an invoice, the page may still offer invoice entry; use manual entry for that closed order because document uploads are not accepted after closure.

If an invoice summary is already displayed, check its number and status instead of submitting the same invoice again. The portal's existing-invoice view does not offer a general workflow for replacing an invoice or adding successive invoices. Contact the buyer about corrections or additional invoices for later deliveries.

If the order is Committed but only shipment controls are visible, ask the buyer how to handle an invoice required before dispatch. Do not record a shipment that has not happened to reach another screen.

Upload the document or start manually

1. In Upload Invoice, drop your file or click to browse. Supported formats are PDF, PNG, JPG, CSV and XLSX, up to 10 MB per file.
2. Wait for Invoice Details to open. Use the document preview where available, or open your original file alongside the form.
3. Alternatively, select Enter Invoice Details Manually to open the form without attaching a document. The purchase order lines appear as a reference.

The form may start with order quantities, prices and estimated charges. Review every value against your invoice; uploading a file is not confirmation that its contents have been extracted correctly or submitted. Selecting Invoice in a general Document Uploads area is also only an attachment step. Use Invoice Details and Submit Invoice to submit the financial record.

Review and submit the invoice

1. Enter Invoice Number and Invoice Date from your invoice.
2. Check Invoice Currency when the selector is available. Leaving it at PO currency uses the purchase order's currency. Select another offered currency only when it is the actual currency of your invoice.
3. Expand the line items — Subtotal section. Check each product, Qty and Unit Cost against the invoice, using the units of the corresponding order lines. Change prefilled quantities when the invoice covers only part of the order.
4. Under Charges & Adjustments, enter the invoice's Tax, Shipping, Other Charges and Credits / Deductions. Enter credits as positive amounts; the form subtracts them.
5. Compare Calculated Total and Invoice Total with the document. Investigate any discrepancy before submitting. After you manually edit Invoice Total, check it again if you change lines or charges.
6. Add Notes that explain a partial invoice, agreed deduction or other difference from the order.
7. Select Submit Invoice, then confirm that the refreshed page shows the invoice number, amount, currency and Invoice Submitted status.

Changing the currency clears monetary fields, including line costs and charges. Re-enter them in the selected currency. This is not currency conversion. If the needed currency is unavailable, or the page cannot establish a currency, contact the buyer rather than relabeling an amount.

For example, an invoice for all 72 each of Northwind Packaging's Kraft mailer at USD 1 per each has a USD 72 subtotal. With USD 12 shipping, an agreed USD 6 deduction and no tax or other charges in this example, the total is USD 78. Use your own document's amounts and tax treatment.

Submission creates an invoice record for the buyer to review. It does not record a stock receipt, transfer funds or prove payment has reached your account.

Read payment and invoice updates

The invoice summary may show Invoice Submitted, Invoice Approved, Invoice Disputed, Invoice Dispute Resolved, Invoice Paid or Invoice Cancelled. These describe the invoice, independently of whether the order is shipped, delivered or closed. The paid status reflects the buyer's recorded payment update; reconcile the payment through your normal accounts process.

When an unpaid submitted or approved invoice shows Send payment reminder, select it once and check for Payment reminder sent. If the page shows a waiting period, wait until another reminder is allowed. If the outcome is unknown, select Refresh purchase order before retrying. The reminder requests follow-up; it does not initiate payment. Contact the buyer directly if the reminder control is unavailable, including after the order is closed.

An Invoice Disputed banner is distinct from a line-specific request for credit or replacement. Read the buyer's conversation and use the available response controls for the issue they have raised.

Respond to a credit or replacement request

A request the buyer has sent appears near the top of the order as Action needed for an item. Review the disputed quantity, requested credit or replacement quantity, messages and Supporting evidence. Use the order's line unit when interpreting quantities; ask the buyer if the request is ambiguous.

1. Select Accept if you agree to the request as shown.
2. To propose an alternative, select Counter. Review the currency shown for Counter credit amount, or enter Counter replacement quantity, add a Message, then select Send counter.
3. To refuse the request, select Decline, enter Reason (required), then select Decline request.
4. Check that the card shows your recorded response and says it is waiting for the buyer to review.

The buyer reviews your response and handles closure. Accepting or countering does not automatically apply a credit to an invoice, issue a refund or close the dispute. A counter-proposal also does not automatically replace the buyer's requested amount. Agree any resulting invoice or credit-document changes with the buyer.

Record replacement goods

For an accepted, unresolved replacement request, use Ship replacement on that request's card.

1. Check Quantity, which starts from the requested replacement quantity. Enter only the goods in this dispatch, considering replacements already recorded.
2. Enter Carrier, Tracking number (required) and Ship date.
3. Select Record replacement shipment.
4. Check the confirmation and verify the new shipment in the shipment list.

Use this dispute-linked flow so the buyer can identify the goods as replacements. Recording the shipment does not complete the buyer's receipt. Receiving replacements and closing the dispute are also separate actions: the buyer must record and review each outcome.

Once a card shows Resolved and Closed as, it no longer offers response controls. That closure records the buyer's resolution decision; it does not by itself prove a replacement arrived or money changed hands. Raise any outstanding issue in Order Conversation or contact the buyer.

If an attempt fails or the result is unclear

For an invoice or upload timeout, refresh the order and check the invoice number, attachment list and status before submitting again. An invoice section that is unavailable is not an empty invoice history. Ask the buyer to verify the original record if you cannot confirm it.

For an unresolved replacement shipment, use Refresh shipments, compare the saved dispatch details, and then use Retry same shipment or Discard only as appropriate. Retrying resends the saved shipment; discarding clears the pending attempt and does not delete a recorded shipment. Follow the same uncertain shipment recovery steps used for ordinary shipments.

For a failed dispute response, correct the displayed fields or refresh when instructed. If the response may already have been saved, check the card and conversation before repeating it. Include the order number, invoice number or disputed item, attempt time and displayed error when asking the buyer for help.