User Guides and FAQs
Creating a Supplier Account
SAP Business Network FAQs
How to Create a Supplier Account on the SAP Business Ariba Network
Creating an SAP Business Network Account
Configuring Your Supplier Account
Homepage Layout
Customise Workbench
Account Overview and Customise Widget
Configure Routing Notifications
SAP Account Administration
How to change your SAP Account Administrator
Managing Multiple Accounts (Account Hierarchy)
SAP Ariba Account User FAQs
This guide provides some questions and answers and basic trouble shooting for things like creating an account, login and password resets, login errors messages, updating your email addresses and usernames, as well as how to find your SAP Business Network ID Number (ANID).
SAP Ariba Account User FAQs
As the administrator of your organisation’s SAP Ariba Network account, you play an important part in keeping your company’s account running smoothly.
Your responsibilities include:
- Handling account configuration and management
- Serving as the primary point of contact for users with questions or problems
- Creating/modifying roles and users for their account
- Resetting a User’s Password
- Editing Customer Assignments
- Transferring the account administration
- Role account configuration
The administrator role is automatically linked to the username and login entered during account setup and registration. If necessary, however, you can reassign the role to another person at a later stage.
A user is created by the administrator and has exactly one role, which corresponds to the user’s real job responsibilities. Each user is responsible for updating his or her personal user information.
See the Ariba® Network for Suppliers Administrator Quick-Start Guide for detailed information on the following topics:
- Accessing and changing former administrator's account
- Transfer the account administration role
- Reassigning admin account to a co-worker
- Update your account information.
Vendor Registration
Information Required for Vendor Registration
Completing the Vendor Registration Questionnaire Guide
Completing the Vendor Registration Questionnaire Guide - China
Completing a Vendor Registration Form
Vendor Registration FAQ’s
Insurance Questionnaire
Insurance Questionnaire Definition Fact Sheet
Completing the Insurance Questionnaire Guide
Completing an Insurance Certificate Questionnaire
Trading Relationship Request
Accepting the Trading Relationship Request
Vendor Network Overview
Standard and Enterprise Account Recording
Fonterra Procurement Navigation
Order Confirmations & Advanced Shipping Notices
Order Confirmations
Create an Order Confirmation from the Workbench
Create an Order Confirmation (Header Level)
Create an Order Confirmation (Line-Item Level)
Create a Ship Notice
Goods Receipt Notice
Goods Receipt Notice
Invoicing
Reminder: once your organisation is enabled on the SAP Business Network, it is critical to invoice via the channel you receive your Purchase Order on. If this is via historic channels, continue to invoice as usual (including FY25 Annual Orders). If you receive a Purchase Order via the SAP Business Network, all invoicing and transacting documents must be processed via the Network.
Create a Standard Invoice against a Material Purchase Order
Create an Invoice Against a Service Purchase Order
Create an Invoice Against a Service Purchase Order
Create an Invoice
Create a Contract Invoice
Review, Save or Submit an Invoice
Copy an Existing Invoice
Modify a Returned Invoice
Resubmit a Rejected Service Invoice
Configure the Tax Menu in an Invoice
Add Tax to Line Items en masse in an Invoice
Invoice Statuses
Create an Invoice Report
Review Invoice History
Remittance
View Remittance Advice and Export
Set up Remittance Notifications on the SAP Business Network
Credit Memos
Create a Credit Memo against an Invoice
Training Videos (from SAP Functional Training)
Fonterra Enterprise Account Functional Training
Fonterra Standard Account Functional Training
Access a range of user guides and frequently asked questions for additional support for participating in Fonterra Sourcing Events.
Create an Ariba Account
Participating in an RFI event
Participating in an RFX event
Signing your contract via Docusign
Sourcing Event Frequently Asked Questions
For step-by-step instructions on how to participate in a RFI or RFX Event, or sign documents using DocuSign please refer to the detailed User Guides listed above.
This guide provides some questions and answers and basic trouble shooting around participating in Fonterra Sourcing Events.
Sourcing Event FAQs
Tactical Sourcing
Responding to a Request for Quote (RFQ)
Responding to a Request for Quote (RFQ) - Blue Collar Worker Request
Responding to a Request for Quote (RFQ) demo video
The Helpful Resources section outlines key information like our Supply Terms and Conditions, and our Sustainability Code of Practice.
Fonterra’s Responsible Procurement
Fonterra Supplier Sustainability Code of Practice
Terms & Conditions
Food Safety and Quality System
Contractor Safety Management Help
Withholding Tax Form for the USA
Ariba Catalogue Upload Process and Templates
Static Catalogue Upload Process
Static Catalogue Excel Template
PunchOut Catalogue Upload Process
PunchOut Catalogue Excel Template
Do I have to create an SAP Business Network to be able to transact with Fonterra?
Yes. As a prerequisite for participation in Fonterra Sourcing Events, all vendors will need to have an SAP Business Network account and be a registered user. All selected vendors will need to have, at a minimum, a free standard account to transact electronically with Fonterra.
How much does it cost to get create an account?
Vendors incur no costs to create a new SAP Business Network Standard Account and participate in any Fonterra sourcing event.
You may incur account usage fees if you set up an SAP Business Network Enterprise Account. For full list of functionalities and additional info, please visit the SAP Business Network accounts and pricing page.
How do I register?
You will need to set up an SAP Business Network account or link your existing account to Fonterra. You can refer to our User Guides for step-by-step instructions.
Will this be the best or preferred method to transact with Fonterra in the future?
Yes. This is the preferred method for transacting with Fonterra in the future.
How do I manage my supplier account, such as account configurations and create additional users?
Guidance to administer your SAP Business Network, such as performing account configurations and creating additional user accesses to the account can be found on the SAP Business Network Supplier Learning Portal under 'create and configure your supplier account'.
Why can’t I see all of my Fonterra Purchase Orders received across the SAP Business Network?
Check your Workbench search filters. You might need to expand your Creation date filter to view older Purchase Orders. For guidance on how to customise your Workbench, click here.
Can I add a PDF to support my invoice?
Yes. We recommend you attach a PDF to help support the process & speed up approval.
Am I required to submit order confirmations/ship notices?
Although not mandatory, you can choose to provide order confirmations or ship notices.
Note:
- The order confirmation is the only way to manage price discrepancies.
- If the price is incorrect, update the price in the order confirmation.
- A Change Order must be processed by Fonterra to accept the adjustment(s).
If there are issues with an order will a Fonterra staff member submit these issues on the SAP portal? If so, do suppliers need to respond in the SAP portal?
Fonterra will continue to use their current method of communication with our vendors. There is currently no expectation that the vendor uses the SAP portal for communication. For price variances, these can be managed via the order confirmations.
If we are a large company with multiple departments, do we all need to have our own login to be able to submit invoices?
In this scenario you would have two options:
- It is recommended to create a login for every user who will be transacting on the network. You can also create one per department.
- Only those employees who need to take action on Purchase Orders received need to create logins. Note that you can as many users as required on your account.
Can Vendors have different AN ID accounts? For example, one for the TRR and one for Ariba.
The vendor can have two AN ID accounts if they wish. The one they do the TRR with MUST be the one use for trading with Fonterra. If they want SLP to be different that is fine. However, if the SLP one is wrong they can also change it from their end.
What is the 'transition period' that occurs when vendors are onboarded to the SAP Business Network? How does the 'transition period' effect my new and existing Purchase Orders and invoicing?
There will be a transition period as your organisation becomes an enabled Vendor. What this means:
Once your organisation is enabled, any active Purchase Orders existing prior to enablement can continue to be invoiced via the current invoicing method, as per historic processes, until the Purchase Order is fulfilled and invoiced.
Once your organisation is enabled, all new transactions will be on the SAP Business Network. Any new Purchase Orders will be sent on, and must be invoiced, via the Network.
Once all legacy Purchase Orders are closed, the expectation is for all Purchase Orders and other transacting documentation to be sent via the Network.
Why have I received two remittances?
When you begin transacting with us across the SAP Business Network it is likely that we have existing purchase orders open that we will continue to process via historic channels until the original terms of each purchase order has been complete.
What this means for Remittance is you will receive two advices and payments; one for invoices received via historic channels and another for invoices received via the SAP Business Network. The remittance advice emailed from the Network (AribaNetworkAdmin@ariba.com) will include a link to your SAP Business Account to view the advice and payment details.
Why does the invoice Pay Date differ from the payment terms?
We are committed to paying our Vendors to the agreed payment terms, which is when Vendors should expect payment. The reason that the Pay Date differs from your agreed payment terms (i.e., 20th day of the month, one month following the invoice date) is due to previous customisations in our SAP system. We are currently working on a solution which will be implemented in the near future. In the interim, the Pay Date will always be overestimated and provided the invoice meets all required criteria will be paid to the agreed payment terms.
SAP Business Network - Manage invoice errors and Error Codes
This relates to vendors that are enabled on the SAP Business Network. It provides guidance on how to manage invoice errors, including:
- Tips for reducing errors on invoices
- SAP Business Network error codes, and what to do if an error message displays including auto-rejection messages and troubleshooting.
1. Tips for Reducing Errors on Invoices
When creating an invoice check the following:
- Ensure the correct purchase order has been selected.
- For that purchase order, ensure line item(s) have been added correctly.
- For each line item against which you will invoice, check that the amounts being invoiced do not exceed what is stated on that line item, including amounts for:
- Shipping (including special handling)
- Zero Percent Tax - where ‘Ship to’ is outside of New Zealand. - For each line item against which you will invoice, check the line item quantity that has been supplied to, and receipted by Fonterra.
If there is a requirement to invoice an amount or quantity greater than that shown on the purchase order line item, please contact Fonterra to arrange a revised purchase order – after which you may submit the invoice. Invoices submitted with incorrect amounts or quantities are rejected by Fonterra, and a resubmission is requested.
2. SAP Business Network Error Codes – What to Do if an Error Message Displays
When preparing an invoice, vendors may encounter system error messages/codes that prompt the vendor to correctly complete the invoice. All error codes must be resolved to successfully transmit the invoice from the SAP Business Network to Fonterra. The table below describes the error codes, and what is required to resolve them:
Error codes that may be displayed to SAP Business Network-enabled vendors:
| Error Code: | Error Message: | Cause: | What to do: |
| INV-8 | Invoice line number [x] is a duplicate. | There are multiple line items with the same line item number on the invoice. | Remove the duplicate line item from the invoice. |
| INV-108 | Reason comment for credit is required. | The vendor did not provide a reason comment for the credit. | Enter a reason for the credit. |
| INV-168 | Quantity must be greater than zero. | The quantity must be greater than zero. | Enter a quantity that is greater than zero. |
| INV-205 | Fonterra Co-operative Group Limited does not accept invoices for expired blanket purchase orders. | The validity date on the purchase order is no longer open. This is specific to service (limit) orders only. | Contact Fonterra to request a revised purchase order that has updated validity dates, or a new purchase order. |
Error codes that may be displayed to SAP Business Network-integrated vendors:
| Error Code: | Error Message: | Cause: | What to do: |
| INV-17 | The ‘isHeaderinvoice’ indicator must be set to true for a credit or debit memo. | The SAP Business Network Business Rule prevents a credit or debit memo at a Header level. | Issue a line item credit memo against the invoice, not the purchase order. |
| INV-18 | Payment terms are not allowed in a credit memo. | The SAP Business Network Business Rule prevents a deviation from the payment terms. | Issue a line item credit memo against the invoice, not the purchase order. |
| INV-25 | The quantity of line item [x] exceeds the buying organisation’s quantity limits. | The quantity on the invoice line item exceeds the quantity on the purchase order line item. |
|
| INV-26 | The unit of measure (UoM) on invoice line [x] does not match the UoM on order line [x] for the purchase order [6xxxxxxxxx]:
|
The unit of measure on the invoice line does not match the UoM on the order line. |
|
| No code | Exceptions: PO Line Maximum Amount Variance. The total invoice amount in line x has exceeded the amount specified in the corresponding purchase order. |
The amount on the invoice line item exceeds the amount on the purchase order line item. | Contact Fonterra to request a revised purchase order that will allow the required amount to be invoiced. |
When an invoice is submitted to Fonterra the SAP Business Network will check the invoice against pre-defined rules. If the invoice does no comply with the pre-defined rules:
- The submitted invoice is automatically rejected back to your ‘Rejected’ items on the SAP Business Network dashboard
- Fonterra receives a notification that your invoice has been automatically rejected.
Below are the auto-rejection messages that you may see on your ‘Rejected’ items, along with the cause, and what to do with the invoice.
Auto-rejection Messages Specific to Invoices Against Purchase Orders that start with a '6':
| Error Code: | Error Message: | Cause: | What to do: |
| 1. | This invoice has Mathematical Errors. | Contact Fonterra Support for assistance. | |
| 2. | This customer does not accept invoices for orders sent outside of Ariba SN. | The validity period of the purchase order has not yet started. |
|
| 3. | The invoice date you entered is outside the range allowed by the buyer. Enter a date between xx/xx/xxxx and xx/xx/xxxx. | The invoice has been submitted outside of the start and end dates of the purchase order, which specify the validity period for invoicing. |
|
| 4. | Invoice or Credit Memo # already exists. | A previously used invoice number has been entered. | Use a new invoice number. |
| 5. | Invoice date cannot be backdated for more than 30 days. | The invoice date entered is further back than 30 days. |
Change the invoice date to be within 30 days. |
Auto-rejection Messages Specific to Invoices Against Purchase Orders that start with a '8':
| Error Code: | Error Message: | Cause: | What to do: |
| 1. | Balance not zero: 19.55 debits: 415.93 credits: 435.48 | The invoice cannot be posted as the system cannot determine or validate the tax code required to post the invoice. | Check that the correct tax information has been selected, and that the taxable amount is correct. Resubmit the invoice with the correct tax information. |
| 2. | User [FonterrraUserID] already processing Purchasing document 8002760710 | The invoice cannot be created at this time as the associated Purchase Order is locked for processing (by a Fonterra user). | This error message will auto-resolve. If this message still exists after 24 hrs, contact procurementsupport@fonterra.com for further investigation. Do not resubmit the Invoice. |
| 3. | Inv. not automatically created, potential duplicate exists (acc doc 5100396306 2026) | The invoice has auto-rejected as the invoice number appears to be a duplicate. | Check to ensure that you have not submitted an invoice previously using the same invoice number. If required, resubmit the invoice with a unique invoice number. |
| 4. | Failed to resolve endpoint [followed by a string of numbers and letters] | This is a technical connectivity issue. | Wait until the next day and try again. If the situation is unresolved, contact procurementsupport@fonterra.com. |
| 5. | UOM is incorrect. | The invoice has auto-rejected as the unit of measure selected on the invoice has not been written exactly as it appears in the Invoicing unit of measure drop down lists. For example, in the dropdown list the unit of measure for hours is ‘HUR’. If you entered this as ‘hur’ the invoice will auto-reject back to you on submission. |
Use the 'Search more' option in the dropdown lists, to select units of measure. Do not use free text. |
| 6. | Invoice could be rejected due to buyer business rules | The invoice has been rejected as it does not meet Fonterra’s business rules. | Contact procurementsupport@fonterra.com for more information. |
| 7. | Reversal quantity greater than quantity invoiced to date |
This occurs when the Invoice has not been posted and/or debit can’t be posted due to quantity exceeding original invoice quantity. | Contact procurementsupport@fonterra.com Do not resubmit the Invoice. |
Troubleshooting:
The table below provides guidance on vendor invoicing troubleshooting scenarios, causes, and how to resolve these:
| Issue: | Cause: | Resolution: |
| Unable to locate a purchase order against which a vendor wants to invoice. | The system is unable to match the invoice to a purchase order or contract. | Contact Fonterra. |
| The purchase order has been cancelled so the vendor cannot submit an invoice. | The network rule ‘Cancelled Orders’ has been applied, preventing the vendor from invoicing against that purchase order. This exception applies to purchase order-based invoices. |
Contact Fonterra to request a revised purchase order.
|
| A line item is missing from the purchase order so the vendor cannot submit an invoice against that line item. | The PO line item in the purchase order is closed for invoicing. | Contact Fonterra to request a revised purchase order.
|
| The vendor accidentally rejected the purchase order, so it is no longer available for invoicing. | The system does not permit invoicing against rejected purchase orders. | Contact Fonterra to request a revised purchase order. |
| The vendor accidentally rejected the line item, so it is no longer possible to invoice that line item. | The system does not permit invoicing against rejected line items in a purchase order. | Contact Fonterra to request a revised purchase order. |
| The currency on the purchase order or contract currency is not as the vendor expected. | The system does not allow for a vendor to adjust a purchase order or invoice currency. | Contact Fonterra to request a revised purchase order. |
| The vendor wants to submit an invoice with line items in a different currency to the rest of the purchase order. | The system does not allow a vendor to submit an invoice for mixed currency. | Submit the invoice in a single currency and provide the currency conversion rate that is used for any taxes claimed. |
| The vendor wants to update the purchase order Payment Terms. | The system does not allow for a vendor to adjust Payment Terms. | Contact Fonterra. |
Vendor Risk Management
Fonterra is proud of its strong relationships with organisations who supply us with valuable products and services to help us achieve our strategic goals. It’s a great example of our purpose ‘tatou tatou - good together’ in action.
Globally we engage with over 10,000 vendors, and we are reliant on them to deliver our objectives.
In 2022 we designed a vendor vetting and engagement framework, enabled by an online portal, to help us better understand and manage the risks associated with our vendors.
The new framework, supported by the online portal and a robust business process, allows us to assess and manage our vendors in a more efficient and consistent way, both during initial selection and on a proactive ongoing basis.
For our vendors, the goal is to provide them with easy-to-use systems that supports a transparent assessment with clear requirements and good management processes throughout the entire engagement lifecycle. For our employees, it allows us to comprehensively cover the broad range of topics that need to be considered and focus on the most relevant and highest risk topics for each given vendor.
The topics covered include regulatory compliance, food safety and quality, health and safety, cyber security, environmental performance and working conditions.
Our Third-Party Risk Management framework will be used with all new vendors in New Zealand, and gradually over the next three years, we aim to expand coverage globally.
Vendor Risk Management Process
Maintaining strong relationships with our vendors is important to us, as is fulfilling our promises to customers and meeting the requirements of regulatory bodies. A good understanding of your business helps us to:
1. Assess the entity risks of our vendors or third-parties
2. Improve our management of vendor-related risk, and
3. Act to reduce Fonterra's risk accordingly.
Our vendor registration process is designed to help you share information with us about your organisation through an online vendor portal.