External vendor | Cannot complete questionnaire(s)

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About questionnaire links

As an external vendor (or a business partner), and if this is part of our customer's due diligence process, you will receive an email with the link to the questionnaire to fill in. 

Find below the three messages that you may get not allowing you to complete the questionnaire, the reason of these messages and what to do when you encounter them.

NB: The messages are shown in English (US) as this is the default language of our platform. However, the message could be displayed in a different language.

 

The questionnaire was already submitted

  • WHY: The message "The questionnaire was already submitted", shown in the screenshot below, means that someone has already submitted the questionnaire, hence the answers can no longer be viewed nor changed.
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  • WHAT TO DO: If you have any concerns regarding this (for example you weren't the one submitting the questionnaire), contact the business partner you are filling in the questionnaire for (i.e. the company you wish to business with and that has sent you the email with the link to the questionnaire) and address them your concerns.

 

Invalid questionnaire link

  • WHY: The message "Invalid questionnaire link", shown in the screenshot below, means that the link you have clicked on and that brought you to this page is no longer valid.
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  • WHAT TO DO: Check if you were received a subsequent email with another link to the questionnaire. If so, click on the latest link you have received.
    If you haven't received any subsequent email (or the latest link is also invalid), contact the business partner you are filling in the questionnaire for (i.e. the company you wish to business with and that has sent you the email with the link to the questionnaire) and ask them to send you a new questionnaire link.

 

The questionnaire could not be submitted

  • WHY: The message "The questionnaire could" not be submitted, shown in the screenshot below, means that the questionnaire has been updated  by your business partner and cannot be submitted.
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  • WHAT TO DO: Contact the business partner you are filling in the questionnaire for (i.e. the company you wish to business with and that has sent you the email with the link to the questionnaire) and ask them to send you a new questionnaire link.

 

How to submit a support request

If the information in this article did not help you navigate the trouble you are experiencing, please do not hesitate to contact Support.

When doing so, please add the following information to your ticket, so that Support can identify you and your Business Partner, and assist you in a timely manner.

When submitting a ticket regarding, please include the following information. This will help Support help you faster and in a more efficient way.

  BUSINESS PARTNER'S NAME:

The name of business partner you are filling in the questionnaire for (i.e. the company you wish to business with and that has sent you the email with the link to the questionnaire).

NB: If you are in doubt, please copy&paste the URL of the questionnaire link you were sent. in the request.

  YOUR COMPANY'S NAME:

The name of your company as Support will need this information to identify you.

NB: If you are in doubt, please copy&paste the URL of the questionnaire link you were sent. in the request.

  DESCRIPTION

Could you write a couple of sentences explaining the issue you are experiencing?

NB: For example, tickets only stating that "It's not working" are time-consuming both for Support to troubleshoot and for you, as Support will have to answer back asking for further details which could entail delay in the resolution of the issue. If your ticket is for a question, please formulate what your intention is, what you are expecting and how it is currently. All of this will allow Support to help you navigate the platform.

  SCREENSHOT

Could you attach a screenshot to your request?

NB: A screenshot always helps direct Support towards a more efficient help. 

   EMAIL

If possible, please attach the email you received with the link to the questionnaire.

 

Once all the information above has been added to the ticket, please read here to know how to assign priority and request type to your ticket..

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