FAQ's


	FAQ's

These Accounts Payable FAQ's are updated periodically. If your questions are not answered here, please call McKesson eCommerce Technical Support at 855-625-6285. Your feedback is appreciated.

Use the links below to jump to any of these four topics on this HELP page...

General Questions
Connecting and Logging In
Accessing, viewing, and working with data
About ACH (online) Payments

General Questions

How current is the data?

All data is displayed real-time.

Whom should I contact when experiencing problems with McKesson Connect Accounts Payable?

Call the eCommerce Help Desk at 855-625-6285.

Is Accounts Payable available all day, every day?

Accounts Payable is available 24 hours a day Monday-Friday and until 6:00 PM (Pacific Time) on Saturdays. On Sunday, Accounts Payable is available from 6 a.m. to midnight (Pacific Time). Accounts Payable is not available on Saturday from 6:01 PM through Sunday 6:00 AM (Pacific Time) due to system maintenance. Any other scheduled maintenance times (for database issues, etc.) will be announced in advance on the Accounts Payable splash page in McKesson Connect.

A pop-up message displayed on my screen which reads: "The Accounts Payable session is about to expire. Please click 'OK' to continue." Why did this message display?

After 30 minutes of inactivity, the pop-up message displays to warn you that your session will be timed out in 90 seconds. You must click the "OK" button to continue your existing session. You can also refresh your browser's screen to start a new session.

Connecting and Logging In

I typed in and entered http://connect.mckesson.com, but I am not getting connected.

Make sure your computer is connected to the Internet and try connecting again. If you still experience problems, call the eCommerce Help Desk 855-625-6285. Select option 2 for Accounts Payable.

How do I navigate to Accounts Payable from the McKesson Connect home page?

Click BUSINESS MANAGEMENT / PROGRAMS (or PHARMACY MANAGEMENT / PROGRAMS) in the McKesson Connect top menu bar. Then select Accounts Payable (on the far left) from the sub menu.

I forgot my password, or I am getting an error message stating that my password is wrong.

Click on the Forgot your user ID/Password? link on the McKesson Connect log in page, or call McKesson Connect Technical Support 855-625-6285, option 1.

After clicking the Accounts Payable link, I got this error message: "The server is not responding."

Click OK to close the error window. Then click the Stop button on your browser's tool bar and click the Accounts Payable link again. If you still cannot connect, call McKesson Connect Technical Support at 855-625-6285, option 1.

After clicking the Accounts Payable link, I got this error message: "The server is not responding."

Click OK to close the error window. Then click the Stop button on the browser tool bar and click the Accounts Payable link again. If you still cannot connect, call the McKesson Connect Technical Support: 855-625-6285.

I got the following error message: "Your session has expired. Click here to go to the login page."

This error appears when you have not used the application for 90 minutes. Return to the login page and log in again.

I got the following error message: "An internal server error occurred. Please try again later. Click here to go to the login page."

Log back in and retry what you were doing. If you get the error again, call McKesson Connect Technical Support: 855-625-6285, option 1.

Accessing, viewing, and working with data

What are the different types of customer usage available in Accounts Payable?

There are four different types: 1) View-Only users, 2) Approval customers, 3) Payment Advice customers, and 4) Payment Customers. Use the Search feature in this HELP site to get more information about the features available for these four customer types.

How can I directly access the Open or Closed Transactions screens in the Accounts Payable application?
There is a convenient sub menu in the McKesson Connect portal's top menu bar (under Business Management / Programs) which gives you direct access to the Open Transactions and Closed Transactions screens. See the sub menu screen shot below:

Why do I not see the "For Approval" link displayed in the TRANSACTIONS sub menu?

If any of your selected accounts do not have an approval level set up, the For Approval link will not be displayed in the TRANSACTIONS sub menu.

After submitting my customer search criteria, I got this error message: "There were no records found. Please try a different query."

This error message displays when no records are returned for your query. Make sure you have entered valid search criteria. Use the Reset button to make sure you have cleared the previous search criteria.

After submitting my Customer Search criteria, I got this error message: "Using this search criteria, XXX customers are found. Please narrow the search criteria to retrieve a maximum of 100. "

There is a limit to the number of customers that can be retrieved at one time. Enter additional search criteria and click the Submit button to initiate a new search.

I’m not getting back the data set I was expecting. What can I do?

Recheck your search criteria. Remember that all criteria are applied with an "And" filter. For example, if you search for all customer names including “Pharmacy” in Seattle, the search will return all the customer accounts with a customer name including "Pharmacy" in Seattle, not all customer accounts with "Pharmacy" in the name regardless of location, or all customers in Seattle regardless of the customer name.

How do I search for a particular invoice or check number if I don’t know the account number?

Select the range of accounts that it may be included within. Follow the menu path Transactions > Closed. Enter the invoice number in the Rec # search or the check number in the Check # search field. Then click the Find button.

I don’t see all of the information and results expected from my search. Why isn't it showing on the screen?

At the top of the results page, set the PAGE LINES value to the number of records (rows) you wish to view on one page. You can also use the PAGE drop-down menu to select a different page. When you select a value, the page automatically refreshes.

How do I change the way the columns are sorted?

Click on a column header once to sort in descending order and then a second time to sort into ascending order. Each consecutive time you click the same column, the sort order reverses.

I’m trying to open a new invoice image, but nothing appears to be opening.

Check to see if you already have a pop-up window open. If there is already a pop-up window open, the new information will display in that window. The window may be minimized or behind other windows on your screen.

How do I download my results?

At the results screen, select the transaction you wish to download and then click the Download button at the bottom of the screen. Select the file format and option you prefer and click Download. You can either Open or Save the file. Remember the File Name and the location where you saved it. You can also refer to the TUTORIAL for further information on the download process.
Can I access and download a POD (proof of delivery) in PDF format?

If a POD (proof of delivery) is available, a pencil icon will display in the Action column. When you click on the pencil icon in the Action column, the POD will display. If a POD is not available for a transaction, the pencil icon will not be displayed. The POD screen has a Download button. You have the option to open or save the POD in PDF format.

I'm having a problem printing from within Accounts Payable. What should I do?

Please contact McKesson Connect Technical Support at 855-625-6285.

About ACH (online) Payments

I signed up for ACH online but I'm not "ACH Enabled" yet. Why not?

When signing up online, you are prompted to print the ACH Authorization form, sign it, and submit the hard copy along with a voided check to McKesson. This signed hard copy must be received before McKesson can process your ACH authorization.

I want to add/delete a person on my ACH Authorized User list. How do I do that?

Please call Account Management support (toll-free) at 877-580-9091.

I’m on discount terms, why does the discount not appear on every invoice?

The discount will appear on all invoices that are current. The discount is not available after the due date of the invoice and therefore will not appear after that date.

Is there a cut-off time that I must meet to authorize my ACH payment?

Payment must be authorized no later than 3:00 p.m. (Pacific time) to be considered a payment for that day. Any payment authorized after 3:00 p.m. (Pacific time) will be considered in the next day’s business. Follow the menu path Administration > ACH Calendar to see required payment dates. If payment is authorized after these payment dates, you may lose your discount terms.

Can I cancel a payment?

Yes, individual transactions may be removed from your ACH draft by canceling from the Closed (In Process) screen. All scheduled payments may be canceled via the Payments (In Process) screen. If a transaction or payment is not on the Closed (In Process) screen, it can no longer be canceled.

On the "Payments (In Process)" screen, I only see one payment amount. But I have scheduled several payments for different days.

All "In Process" payments are grouped into one total per the bank account selected. The ACH draft will only occur on the date for which you have scheduled it. To see your scheduled date, click on the Payment Amount link, or go to the Closed (In Process) screen.

I forgot to include some invoices in my ACH payment and I already authorized the payment. Can I still add invoices?

Yes, you can select additional transactions for payment from the Open transactions screen. If you select the same scheduled date as for the other transactions, the additional transactions will automatically be added to your ACH draft for that day.

Can I authorize my payment for a future date?

Yes, an appropriate scheduled date will automatically be populated based on the due date of the items that you select. The due date can be in the future. You can choose to select another date, but you may incur late penalties if the selected scheduled date is after the due date.

If you have any other questions about ACH payments, please call Account Management support (toll-free) at 877-580-9091.

Note: These Accounts Payable FAQ's are updated periodically. If your questions are not answered here, please call McKesson eCommerce Technical Support at 855-625-6285. Your feedback is appreciated.