• Fax
  • The B2P Program Management team receives an email notification typically a few minutes after a fax PO delivery fails.
  • After confirming the number is correct, they will wait 12 to 24 hours to try again in case the fax number was a temporary outage.
  • If the number fails on the second attempt the B2P Program Management group will attempt to manually deliver the order to the supplier via another means (e.g. working directly with a supplier representative or emailing a supplier general email address related to order fulfillment).
     
• Email
  • The B2P Program Management team receives a notification through general Service Now ticketing system when an email transmission fails.
  • Because of the nature of the ticket queue system it may take 24 – 48 hours for the email failure to be addressed.
  • The B2P Program Management team will use the comments feature in the purchase order to notify the individual who created the requisition that the email address used caused a failure, and the local department or user should reach out to the supplier manually to make sure their order is received.
    • If a valid email address is entered by the purchaser, but they accidentally enter the wrong supplier, the B2P Program Management team will not receive a notification. The B2P team will only receive notifications on emails that fail transmission.
       
• cXML
  • cXML (electronic transmission) orders that go directly to a supplier’s order system are monitored by Jaggaer directly.
  • If a cXML order fails Jaggaer will contact the supplier typically within a few hours of the order failure to correct the issue and make sure the supplier has the order in their system to fulfill.
  • The B2P Program Management team receives a notification email from Jaggaer saying they are working with the supplier to correct the issue.

What if the system says that my order was transmitted, but the supplier says they never got the purchase order?

• Fax and Email
  • After a fax or email order is confirmed as sent to a supplier, it is still up to the supplier to manually enter that order into their fulfillment system. Human error may occur on the supplier side.
  • Purchasers should contact the Harvard supplier representative or work with the supplier’s general customer service to understand that the order was successfully sent to them, that they need to fulfill it in a timely manner, and any duplication of the order is the fault of the supplier.
     
• cXML
  • cXML orders are systematized and generally occur with our more technologically advanced supplier partners. There may be a technical error on the supplier’s side that they are either working on resolving or possibly do not know about.
  • If a supplier says they do not have a cXML order that the B2P system is saying was successfully transmitted to them, then the purchaser should reach out to ap_customerservice@harvard.edu with the order information and issue for resolution. We will work with the supplier and their representative to assure the order is fulfilled and any systemic issues are corrected.