Coupa FAQ’s2023-02-03T18:22:52+00:00

Introduction to Coupa

What is Coupa and what does it do?2022-09-16T17:50:49+00:00

Coupa is an industry leading, cloud-based source to pay system used by many global organisations. It manages RFQ & e-auction, contracts, supports our onboarding process and changes the way goods and services are ordered and invoices received, allowing Mitie to connect electronically with Suppliers and creating a more efficient way of working.

How does Coupa work?2022-09-13T10:08:40+00:00

Coupa is used to onboard new suppliers and maintain supplier data.
When live with P2P, Suppliers will see their Purchase Orders via the Coupa Supplier Portal (CSP) or receive them electronically via e-mail and will be able to acknowledge/action the Purchase Order direct from the email. Suppliers will also submit electronic invoices by converting the PO into an electronic invoice via a ‘PO flip’ or the portal and will have access to real time information on invoice status.

Is it mandatory to use Coupa?2023-02-07T09:59:40+00:00

Yes, it is mandatory for onboarding and P2P for the Mitie entities which are live. If you receive a Coupa Purchase Order, you must follow the Coupa process and submit your invoices via Coupa through CSP or SAN method. Please refer to our Using Coupa4) Procure to Pay (P2P) – Invoice Mitie guide.

How much does it cost?2022-09-13T09:13:19+00:00

It is free for Suppliers to use!

Is there any training on using the system and how will this be made available?2022-09-13T09:13:26+00:00

While the system is very intuitive, webex training and training materials are available on our Using Coupa page. Coupa also has a range of training materials you can access Coupa Success Portal.

Who do I contact with any queries?2022-09-13T10:09:42+00:00

If you cannot find the answer to your questions here or need further assistance please contact [email protected]

Coupa Supplier Portal (CSP)

What is Coupa Supplier Portal (CSP)2022-09-06T13:27:07+00:00

The Coupa Supplier Portal (CSP) is a portal which enables Mitie’s suppliers to receive purchase orders and create invoices electronically.

How can I register for the CSP or how can I access it?2022-09-06T13:28:06+00:00

You can request an invitation to join the CSP from [email protected]  or if you already have an account you can access the CSP at

What are the key benefits of joining the CSP?2022-09-06T15:12:14+00:00

Key benefits include:
Free self-serve tool for suppliers – easily update profiles and contact information
Easy-to-use – receive all Purchase Orders and track payment status in real time
One stop shop – easily create and submit invoices online
Decreased paperwork – no longer need to print, mail or fax invoices
Standard processes = faster authorizations

How long does it take to register for the CSP?2022-09-06T13:29:51+00:00

The registration process takes less than 5 minutes upon receiving the invitation email.

Will we need additional software to use the CSP?2022-09-07T09:20:20+00:00

No additional software is required. As Coupa is a cloud-based technology, all you will need is an active email account and web browser to access the portal and transact with Mitie

What do I do if I am locked out of the CSP?2022-09-06T15:13:35+00:00

Forgotten passwords can be retrieved via the forgotten password link on the CSP portal, at the Login stage. If you have further issues, you can also contact the Coupa Live Chat on the right hand corner of the login page.

How can I change notification settings?2022-09-07T09:29:16+00:00

Please refer to the this training script How to update Notification settings.

How do I add an employee/another user to the CSP account?2022-09-07T09:23:24+00:00

Refer to the How to Setup Users guide on our Training page.

I am unable to find or add Mitie as a customer?2022-09-13T10:15:02+00:00

1) The CSP account must always be created from the same email account that has received the Mitie invitation email.  If this is not done, basically you are not connected Mitie and you will not have visibility to see any of the Mitie purchase orders.

2) The Legal Entity should be the same as captured as the registered Company name. The Legal Entity has not been set up correctly on the CSP. Please refer to our How to Setup Legal Entity(s) page for detailed instructions.

3) The CSP admin must check under Setup >Admin >Users > Customer Access tab, that all entities Mitie is ticked for each person who wants to administer that account. All users with admin rights must check in their CSP account that Mitie been ticked. You can find detailed instructions on our How to Manage Users  page.

I already have a CSP login for another customer, do I need to create another?2022-09-07T09:29:49+00:00

No, all of your customers who use Coupa can be accessed from the one portal login. A portal login is based on your specific email address. You will be able to view all of your customers in one place if each customer has the same email address for you. If you can’t see Mitie with your other customers, please let us know which email address you are using and we’ll update our records.

Supplier Maintenance

I need help with filling out / completing my New Supplier Information Request form2023-02-03T17:34:00+00:00

We have useful step by step guidance documents available which will help take you through the form completion process, you will find the appropriate guide at the link below.

How to complete the Mitie New Supplier Information Request(NSIR) Form

Alternatively if you feel you need some additional support with completing your form, please reach out to our Supplier Support team directly via [email protected]

What information is needed to complete the New Supplier Information Request Form?2023-02-03T17:34:47+00:00

The questionnaire will ask for a variety of information, including:
Company Information: Registered Legal Name(s), Address(es), Tax ID(s) Etc

I’ve submitted my New Supplier Information Request form back to Mitie, how long will it take for me to be set up?2023-02-03T17:48:53+00:00

Once your New Supplier Information Request form has been received by us, it goes through some final checks, to ensure that we have all the information we need in order to be able to set you up as a supplier. If we have all the information we need to successfully set you up, you should receive an invitation to join Coupa our Supplier Portal within 5 working days. Please contact [email protected] if you haven’t received the email invitation.

What if I have completed the questionnaire but need to change or correct the information I provided?2023-02-03T14:18:38+00:00

Should you need to change or correct information provided after completing the survey,  reach out via email to our Supplier Maintenance Team at [email protected]

I’ve already delivered the goods/services that I was asked to provide Mitie, I am just waiting for payment of my invoice. Why am I now being asked to complete an onboarding form?2022-09-13T09:16:19+00:00

If you are being asked to complete an onboarding form, this indicates that you have not been set up as a supplier on Mitie’s systems, therefore it is not possible for us to make any immediate payments to you. The onboarding form needs to be completed and sent back to Mitie so we can set you up.
You should not be undertaking any work for/on behalf of Mitie unless your Mitie Business Contact has provided you with a Purchase Order for your goods/services. Always ask for Purchase Order before undertaking any work for Mitie to avoid any delays in payment.

Who can I contact at Mitie to discuss my Coupa enablement further?2023-02-03T14:17:55+00:00

We have established a dedicated team to assist you with the transition as we realize this represents a change for you and our team is focused on making the transition as easy as possible.
You can reach our Supplier Maintenance Team at [email protected].

Invoices & Credit Notes

How do I create an invoice?2022-09-13T10:44:14+00:00

Depending on the volume and frequency of transactions there are multiple ways you can invoice via Coupa,  please refer to our Using Coupa Guide for detailed instructions.

I do not have a Purchase Order, how can I create an Invoice?2022-09-13T10:33:32+00:00

Mitie operates a No PO No Pay policy. Invoices cannot be raised without a valid Purchase Order. Ask your Mitie Contact to provide a Purchase Order. You should not be undertaking any work for/on behalf of Mitie unless your Mitie Business Contact has provided you with a Purchase Order for your goods/services. Always ask for Purchase Order before undertaking any work for Mitie to avoid any delays in payment.

How will I receive/know if the PO has been issued?2022-09-13T10:40:48+00:00

The POs will be directly transmitted onto the Coupa Supplier Portal (On the main menu, click on the Orders tab), they will also be emailed to the nominated mailbox you have set to receive the POs. You will receive a notification by email and in the portal. Refer to How to update Notification settings for more information.

If you are connected to more than one Coupa customer, select their name from the Select Customer dropdown menu.


How do I track the status of an invoice?2022-09-13T10:42:44+00:00

This will depend on the invoicing method you have selected:

  • CSP: Go to: Main Menu >Invoice. Here you can track the status of the invoice. If the status is still draft, you have not yet submitted it.
  • SAN: You will be notified via e-mail when an invoice is approved for payment and when marked as paid.
I only have a couple of invoices with Mitie per year, do I need to go through this process?2022-09-07T13:22:20+00:00

Depending on the volume and frequency of transactions there are multiple ways you can invoice via Coupa, you can either choose CSP or SAN. Please refer to our Using Coupa Guide for detailed instructions on How you can Invoice via Coupa. The preferred method of invoicing for Mitie is through the CSP.

How will I get paid?2022-09-07T13:29:47+00:00

Once an invoice is approved in Coupa, the information will be transferred to our ERP system which will generate the payment in accordance with our agreed payment terms.

Where can/Do I need to attach a PDF copy of the Invoice?2022-09-13T09:40:02+00:00

The Invoice created via Coupa is a legal and valid document- you do not need to attach a PDF invoice.

How can I change the Remittance email / Why are we not receiving the remittances?2022-09-13T09:29:52+00:00

The remittances are sent to the primary contact email address.

Why has my Invoice been disputed?2022-09-07T13:08:41+00:00

Invoices totalling more than the PO line price / QTY are disputed automatically, if not check the comments section for a reason for dispute.

How can I change the price while invoicing?2022-09-07T13:17:03+00:00

Check to see if the PO is QTY based and ask requester to change to Price/ AMT based PO.

My invoice shows as pending approval what does that mean?2022-09-07T13:11:35+00:00

It means your invoice requires Mitie internal review and goods receipt. Once approved, your invoice will be paid according to the payment terms.

My invoice shows as approved what does that mean?2022-09-07T13:12:09+00:00

Your invoice has been verified and the information will be transferred to our ERP system which will generate the payment in accordance with our agreed payment terms.

How can I create a Credit note?2022-09-07T13:25:40+00:00

Please refer to our Using Coupa Guide for detailed instructions.

Is it possible to attach files like a pdf or excel-sheet to the invoice (e.g. detailed specification)?2022-09-07T13:14:10+00:00

Yes. You can attach documentation within Coupa to support the invoice.

Can I download a combined summary of all the POs and invoices which includes PO Number, PO Item, Price, Invoice Created Date and Invoice Amount?2022-09-07T09:32:38+00:00

The CSP allows you to create your own views of the Data (POs and Invoices) and export to csv or excel formats.

Who can I contact if I have issues with my invoice or payment?2022-09-07T13:15:43+00:00

Please contact [email protected] .

Can a supplier edit an invoice lines on Coupa So if they selected the wrong line on the PO? Or will they have to credit it off?2023-09-21T09:47:41+00:00

This can only be done by the Supplier if the Invoice is not submitted and in draft stage. If the invoice has been submitted, then a credit note would need to be created to correct the issue. 

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