It's not uncommon during the early stages of a supplier's go-live for invoices to arrive through more than one channel while billing teams sync up on the new process. Here's how to identify what's happening and handle it cleanly.
Why this can happen
When a supplier goes live on Helia, their field representatives and corporate billing teams don't always get aligned at the same time. While Helia is up and running, a supplier's accounts receivable team may still be sending invoices through their legacy process for the same orders. This is a transition dynamic — not a Helia error or a billing mistake on your end.
How to verify whether an invoice is already in Helia
Before taking any action on a direct invoice, cross-reference it against your Helia delivery orders. Search by surgery date, DO#, or item description to confirm whether the order already exists in Helia and has been processed. If it has, the Helia record is your source of truth.
What to do when an order is already in Helia
Do not create a separate requisition or PO for the direct invoice — the order has already been processed through Helia and doing so would result in a duplicate payment.
Reach out to the supplier's accounts receivable or billing team and let them know the order was processed through Helia. Sharing the DO# gives them a clear reference to locate the transaction on their end.
Keep a note of that communication in case the supplier follows up again while their billing team gets up to speed.
If it continues happening after you've reached out
Please also let us know by submitting a ticket by clicking the chat icon in the bottom right corner with the supplier name and the DO#s involved. Hearing about these situations helps us make sure everything is running smoothly on the Helia side, and our team can work with the supplier's account team to make sure their billing process is fully aligned with Helia going forward.
Still need help? Click the chat icon in the bottom right corner to submit a ticket.