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).

有問題時該連絡誰？SAP Ariba 或我的客戶？

SAP Ariba 客戶支援可協助您瞭解帳號的使用方式，但您的客戶是能根據其內部企業流程說明需求的最佳人選。

下列資訊可協助您決定何時該聯絡 SAP Ariba，以及何時該聯絡您的客戶。

若您有關於下列範圍的問題，請聯絡您的客戶：

   1.發票付款

• 客戶會在您提交發票後收到發票，並開始處理。客戶會更新發票狀態並告知您預期付款時間。
• 除非客戶使用 AribaPay，否則您不會透過 Ariba 收到付款。

  2.發票拒絕

• 客戶會在發票不符合需求時拒絕發票。
• 客戶便會告知您如何更正發票。

  3.缺少採購單或採購單詳細資料

• 若您找不到採購單，則可由客戶確認是否已將其傳送至正確帳號。
• 若採購單上的資訊不正確，則客戶需要開立取代訂單。

  4.尋源活動內容

• 客戶使用 Ariba Sourcing 根據需要您提供的資訊建立活動。
• 如需活動中特定問題的說明，最好直接聯絡活動所有者。

若您有關於下列範圍的問題，請聯絡您的帳號管理員：

   1.您的帳號設定

• 若您身為管理員，則可控制您本身和貴公司帳號上所有其他使用者的設定。
• 若您非管理員，請聯絡您的帳號管理員，以取得請求附加權限、重設密碼和設定其他使用者設定的協助。若要找出您的管理員及其聯絡方式，請按一下您帳號右上角的姓名縮寫，並選擇聯絡管理員。
• 若不確定客戶組織的聯絡窗口，您可以在您的帳號中尋找適當聯絡資訊。

若有關於任何未列在上述區域的問題，您可以瀏覽或搜尋說明中心，尋找瀏覽、使用或瞭解　SAP Ariba 帳號的相關資訊。以下提供更多有用的連結：

如何聯絡我的客戶？

如何聯絡尋源活動所有者？

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 (適用於 Procurement 和 Supply Chain) > 管理 (採購商和供應商帳號管理)
策略尋源 > 尋源活動