*Note:  If you receive a message with your store name and a button to "Shop This Store", click the "Shop This Store" button for the correct store to complete the registration.    

Q: How can I make an on-account payment?
A: All on-account pre-payments must now be made on Empire360. There is a link to Pay On-account from the Payments, Invoices & Orders menu.

Q: Why did the payment come out of a different bank account?
A: For customers with more than one bank account, please double-check which one is marked as the default and choose the correct bank account to use before submitting a payment. Click under billing to manage banking information from the payments/invoices and orders menu.

Q: Why did my bank not authorize my payment or what happens if I whitelist vendors through my bank business account?
A: When moving to Empire360, we changed payment providers. An ACH Company ID identifies an entity like Adyen that collects payments through the ACH network. Unknown entities are often blocked when they collect payments from business accounts. The transaction will result in a chargeback with reason code R29, Corporate customer advises not authorized. You may need to instruct your bank to add Adyen's ACH company ID to the list of entities that are allowed to debit your business account. The Adyen ACH company ID for payments is 8263863381.

Q: Why did my invoice pay twice?
A: If you have previously scheduled invoices to be paid using a different online payment system, they will still be executed as planned. Please be aware of your scheduled payments, so you do not pay the same invoice multiple times.

Q: How do I apply credits to my invoice?
A: Any credits associated with an invoice will also be selected for you when choosing an invoice to be paid. A credit can only be applied to the original invoice it was created for unless that invoice has already been paid in full. If you want to use a credit where the original invoice has been paid, please select that credit along with the invoice you are trying to pay before clicking “Pay.”

Q: How do I see which invoice a credit is associated with?
A: Clicking on a credit will show you which invoice it is associated with.

Q: How do I schedule an invoice to be paid in the future?
A: When paying invoices, the default is to pay now. You can edit that to schedule your payments in the future on the “Pay” screen before you submit the payment.

For additional help, please contact customer service.