Frequently Asked Questions

Ariba Network (AN) Account Matters (NTU Order Processing) 

Q1. I have registered an Ariba Network account. Why is the NTU requester unable to locate us in the system when creating a Purchase Requisition (PR)?

Please review the "Sourcing Account" or "SAP Vendor Master Registration" sections in the Types of Supplier Accounts guide for relevant details. A supplier's self-registered AN account is only necessary after successfully completing one of the internal registration steps.

Q2. I have an Ariba Network account, how do I establish trading relationship with NTU?

The trading relationship between your AN account and NTU is established when you process your first Purchase Order (PO) via the interactive email sent to the email address provided during vendor registration.

To establish this relationship, click the "Process Order" link in the email and log in to your existing AN account. Ensure you use the correct account for this process. Once the trading relationship is established, all current and future POs from NTU will be automatically linked to your account.

Q3. Where can we access the Ariba Network login? Is NTU responsible for providing us with a login ID and password?

NTU does not manage supplier AN account, suppliers must self-register for an AN account to process NTU orders. As mentioned in Q2, click the "Process Order" link in the interactive email, which will take you to the Ariba Supplier Network login page.

Q4. I did not receive the first PO interactive email, what should I do?

Please contact the NTU SupplierCare Team at [email protected] and provide the NTU PO number (a 10-digit number) as a reference.

Q5. I’ve logged into my Ariba Network account but can’t find the NTU PO. What should I do?

To check and accept the trading relationship with NTU, follow these steps:

1. Log in to the Ariba supplier page using your account administrator access: https://supplier.ariba.com/.
2. On your account homepage, click on the profile initials located at the top right of the page.

1. Navigate to Settings and click on Customer Relationships.
2. Within the Customer Relationships tab, choose Current Relationships. Set it to "Automatically accept all relationship requests" and click on Update.
3. Move to the "Pending" tab and click to accept the relationship request from Nanyang Technological University (NTU).
   

Upon accepting the request, NTU should appear in the "Current" tab, displaying the list of your current customers.

If you don’t see NTU in your “Pending” or “Current” relationship requests, you may have logged in with an unlinked account or not completed the process outlined in Q2.

Q6. What should I do if I'm unable to log in to my Ariba Network account?

If you do not know your password or username, go to the Supplier Login page and click Forgot Username or Password to begin the reset process.

Otherwise, there are several reasons why you may not be able to log into your account.

Here is a list of links to troubleshoot common login issues:

• I did not receive the password reset email
• My account is locked
• The password reset link is expired
• I can't access the former administrator's account
• I received an ANERR login error
  

If you still can’t access your account, you can contact SAP Ariba Support directly.                                                                                                                                                            
Q7. Can NTU assist with transferring or changing the trading relationship to another account?

The trading relationship cannot be transferred or changed to another account. Please contact SAP Support for assistance in reassigning the account administrator.

Q8. What is an Ariba Standard Account and how can I register?

There are two types of Ariba Network accounts: Standard account and Enterprise account.  An Ariba Standard Account provides free access to the Ariba Network, enabling users to process orders and submit E-Invoices at no cost.

There are three ways to register:

1. Directly through the Ariba Supplier Network;
2. By receiving your first Purchase Order (PO) from NTU via an interactive email.
3. By receiving a Sourcing Invitation from NTU via an interactive email.
   

Q9. What is the difference between Ariba Standard Account and Enterprise Account?

Please refer to the comparison of Ariba Standard and Enterprise Account.

Q10. Can I have both Standard Account and Enterprise Account to transact with NTU?

No, only one (1) AN account per business entity will be linked to NTU for transactions.

Q11. Do I need to upgrade my Standard account to an Enterprise account to submit an E-Invoice?

The account type will default to a Standard Account when you first register. All necessary features for working with NTU are available in the Standard Account, which is free of charge and recommended for NTU transactions.  Upgrading to an Enterprise Account will incur costs charged by Ariba, and these costs will not be covered by NTU.

 Q12. How to convert/ downgrade Enterprise account to a Standard account?

1. In the upper-right corner of the application, click [user initials] > Convert to Standard Account.
2. Review the differences between Enterprise and Standard accounts and eligibility requirements.
3. If you'd like to continue with downgrading, click Check eligibility now.
4. Check the Status column to ensure your account is eligible for downgrade.
   • Perform the Action next to any criteria that did not pass eligibility.
   • Click Re-check eligibility now to ensure all actions have been taken.
5. Once your account meets all criteria, click Convert now and confirm.
   

If you experience an error or do not see the option to Convert to Standard, see What if my account isn't eligible to Convert to Standard?

Q13. How many users or accounts can our company register with NTU?

Only one (1) main user account (administrator) is allowed, but multiple sub-users can be created under the main account with the permitted role assignment.

Invoicing and Payment Matters

Q1. Why can't I see any PO from NTU even though I've created an Ariba account?

If you're unable to view purchase orders (POs) from NTU, it's likely because you haven't established a formal trading relationship with NTU.  

Please refer to the FAQ - Ariba Network (AN) Account Matters (NTU Order Processing) for detailed information on establishing a trading relationship with NTU and starting to receive POs.

Q2. How can I process orders and submit invoices through Ariba?

To process orders and submit invoices through Ariba:

1. Click the "Process Order" button in the PO interactive email.
2. Log in to Ariba account.
3. Follow the instructions in the user guide to submit E-Invoice.
   

Q3. Can the system handle partial delivery/invoicing?

Yes, the Ariba system generally supports partial delivery and invoicing. You can create separate invoices for each partial delivery, as long as the total quantity and amount align with the original purchase order.

Q4. I have delivered the goods, and I wish to submit an E-Invoice in Ariba, but the "Create Invoice" button is greyed out. Why?

E-Invoice submission is contingent upon completing both the delivery and goods receipt (GR) processes.

• If the order status is "Received," you can proceed with creating your E-Invoice.
• If the order status is "New," "Shipped," "Changed," or "Failed," please contact the requester or buyer directly to expedite the GR process.
  

Once the GR is completed and the order status is updated to "Received," the "Create Invoice" button should become active, allowing you to submit your E-Invoice.

Q5. Why do suppliers need to submit E-Invoice in Ariba?

Submitting E-Invoices in Ariba offers several benefits, including:

• Reduced payment turnaround time: E-Invoices are processed more efficiently, leading to faster payments.
• Improved accuracy: E-Invoices help to minimize errors and ensure accurate data entry.
• Environmental sustainability: E-Invoices reduce paper consumption and contribute to a greener planet.
  

By submitting E-Invoices through Ariba, suppliers can streamline their invoicing process.

6. What is the official billing address for NTU?

The official billing address for NTU depends on the specific entity or school within the university.

Please refer to the following list for the correct addresses:

If you're unsure which address to use, please consult the purchase order or contact the relevant requester directly.

Q7. Can I attach a soft copy of the invoice in Ariba when submitting the E-Invoice?

Yes, you can typically attach a soft copy invoice as a supporting document when submitting an E-Invoice in Ariba. However, it's important to note that the E-Invoice itself will take precedence over any attached soft copy.

The attached soft copy can be used as a reference or backup, but the system will primarily process and recognize the information contained within the E-Invoice.

Q8. Do I need to send a physical invoice to NTU after submitting the E-Invoice through my Ariba account?

No, typically you do not need to send a physical invoice to NTU after submitting an E-Invoice through your Ariba account. The E-Invoice is the official record and will be processed electronically.

Q9. What should I do if I encounter errors while invoicing in Ariba?

If you experience any errors while creating or submitting an E-Invoice through Ariba, follow these steps:

1. Review the error message carefully. The message should provide details about the problem and may suggest potential solutions.
2. Consult the Ariba user guide provided in the NTU Supplier Portal. Search for troubleshooting tips related to the specific error code you encountered.
3. If you're unable to resolve the issue on your own, contact NTU's SupplierCare team. Send an email enquiry to [email protected] and include the following information:
   • A detailed description of the error you encountered.
   • Screenshots (if possible) to visually illustrate the issue.
   • Any relevant information about the purchase order or invoice you were working on.

 By providing this information, NTU's support team can effectively investigate the problem and assist you in resolving it.

Q10. How do I submit contract invoices or non-PO invoices?

Here's how to submit different types of invoices:

Contract Invoices:

• You can submit contract invoices through the Ariba Network if your account is enabled for this feature by NTU.  
• To create a contract invoice, you'll need a contract ID. Please contact the procurement executive responsible for your contract with NTU to obtain this ID and any specific instructions they may have.

Non-PO Invoices:

• Submit non-PO invoices by sending them as a PDF softcopy to [email protected].
• Ensure your PDF invoice includes the following:
  • Clause: "This is a computer-generated document. No signature is required."
  • Bill To: Name spelled out in full as "Nanyang Technological University"
  • Requester Name and Email Address: Include this information to facilitate invoice coding from the requester to confirm the purchase.

Please note:

• If you're unsure whether your invoice falls under a contract or requires a PO, it's always best to check with the relevant requester.

Q11. Where should I submit the hardcopy invoice, and how can I confirm if NTU has received it?

NTU has transitioned to a paperless invoicing system and no longer accepts hardcopy invoices.

For more information on submitting your invoices, please refer to:

• Q2 for instructions on submitting electronic invoices for POs through Ariba.
• Q10 for guidance on submitting non-PO and contract invoices.

Q12. How do I check payment status?

NTU’s standard payment term is “Net 30” days from invoice receipt.  To inquire about the payment status of your invoice, you can send an email to the NSS Finance Accounts Payable (AP) team at [email protected].

To expedite processing, please include the following information in your email:

• Vendor Name: Your company name
• Invoice Number and Date: The unique identifier and date of your invoice
• Document Reference Number (if applicable): The document associated with the invoice

Q13. I am unable to process the E-Invoice due to a missing item on the Purchase Order (PO).

If you encounter any discrepancies between the PO and your invoice, kindly contact the requester directly for clarification. The PO must be amended to accurately reflect the charges before you can submit your E-Invoice through Ariba.  Failure to do so may result in the invoice being rejected.

Q14. The submitted E-Invoice was rejected because the "unit price must be greater than zero."

The system does not allow the inclusion of items with a zero amount on invoices.

To resolve this, please exclude any zero-amount items by clicking on the "green dot" when editing the invoice, as shown in the example below.

Q15. What is a "Legal Profile" and how do I set it up?

If you're a GST-registered supplier in Singapore, a Legal Profile is crucial for issuing Tax Invoices for taxable supplies against NTU purchase orders.  To comply with IRAS GST regulations and avoid invoice rejection, please ensure your Ariba Network account's Legal Profile is set up correctly.

For detailed instructions on how to set up this feature, please refer to the user guide.

Example,