I am unsure whether to contact SAP Ariba Customer Support or my customer directly when I have a question or encounter an issue related to my SAP Ariba account or transactions.

I am not sure how to contact Ariba support.

A user will typically encounter this issue when they have a specific problem. The steps to reproduce the user's confusion are:

1. A supplier logs into their SAP Ariba account.
2. The user identifies a common business issue. For example:
   • They cannot find a Purchase Order they were expecting from a customer.
   • An invoice they submitted has been rejected and they do not know why.
   • They want to know the payment status of an approved invoice.
   • They have a question about a specific requirement in a sourcing event.
   • They are not an administrator and need to have their user permissions changed.
3. The user decides to seek help. They look for a general "Help" or "Contact Us" option within the platform.
4. The user is presented with generic support options (like the Help Center or a general SAP Ariba support contact) without immediate, context-sensitive direction that differentiates between customer-specific issues and platform issues.
5. The user, lacking clear guidance, incorrectly selects a point of contact. For instance, they contact SAP Ariba support for one of the transactional issues listed in step 2.
6. The support representative (from SAP Ariba or the customer) who receives the inquiry is unable to resolve it and must redirect the user to the correct party, delaying the resolution.

The system lacks a clear, readily accessible guide that explicitly outlines the distinct support responsibilities of SAP Ariba and the customer's internal business units. Users are not immediately aware of which issues fall under SAP Ariba's platform support versus which are related to their customer's specific business processes and transaction management (such as invoice content, payment status, purchase order details, and sourcing event specifics).

当我有疑问或问题时，应该联系谁？SAP Ariba 还是我的客户？

SAP Ariba Customer Support 可以帮助您理解帐户的使用方法，但是您的客户最有资格根据自己的内部业务流程说明他们的需求。

以下信息能够帮助您确定何时联系 SAP Ariba，何时联系您的客户。

如果存在关于以下方面的问题，请联系您的客户：

   1.发票付款

• 提交发票后，客户会收到发票并开始处理。客户更新发票状态并可以让您了解预期付款时间。
• 您的付款不会通过 Ariba，除非客户使用 AribaPay。

  2.发票拒绝

• 未满足客户要求时客户会拒绝发票。
• 稍后客户会告诉您如何更正发票。

  3.缺失的订购单或订购单详细信息

• 如果无法找到订购单，客户可以确认其已发送到正确的帐户。
• 如果订购单上的信息不正确，客户需要发布替代订单。

  4.寻源事件内容

• 客户使用 Ariba Sourcing 基于他们想要从您这里得到的信息构建事件。
• 对事件中具体问题的说明，最好直接联系事件所有者。

如果存在关于以下方面的问题，请联系您的帐户管理员：

   1.帐户设置

• 如果您是管理员，则可以控制自己以及公司帐户上所有其他用户的设置。
• 如果您不是管理员，请联系帐户管理员帮助您申请附加权限，重置密码，并配置其他用户设置。要查找谁是管理员以及如何联系管理员，请单击帐户右上角您的姓名首字母并选择联系管理员。
• 如果您不确定客户组织中要联系的人，可以在您的帐户中寻找合适的联系人信息。

如果您有上面列出的范围中未包含到的任何问题，可以浏览或搜索“帮助中心”查找与导航、使用或理解 SAP Ariba 帐户相关的信息。以下是一些更有用的链接：

如何联系客户？

如何联系寻源事件的所有者？

If you have questions about anything not covered in the areas listed above, you can browse or search the Help Center to find information related to navigating, using, or understanding your SAP Ariba account. Here are some more useful links:

• SAP Ariba Help Center
• How do I contact my customer?
• How do I contact the owner of a sourcing event?

SAP Business Network 采购和供应链 > 管理（采购商和供应商帐户管理）
战略寻源 > 寻源事件