Accounts Payable Queries

Accounts Payable Queries from Kohler Suppliers

Accounts Payable (AP) support enables suppliers to receive timely and accurate responses to questions related to invoices, payments, holds, and payment status.

To ensure clarity, consistency, and efficient handling, Kohler provides a structured online Accounts Payable Query form. This ensures that every supplier query is captured, tracked, and routed to the appropriate team for effective resolution. 

Scope of Support

This Accounts Payable support channel is available only for suppliers providing materials or services to Kohler businesses in the following regions: 

  • United States (excluding Hospitality)
  • Canada
  • United Kingdom
  • Europe 
  • Middle East
  • Africa
  • India

For queries related to other Kohler businesses or regions, suppliers should continue to coordinate directly with their respective Kohler contacts. 

How to Raise an Accounts Payable Query 

To submit an Accounts Payable query, visit: https://www.kohlercompany.com/suppliers/accounts-payable 

If assistance is needed to complete the support request form, please refer to the Form Submission Guide

 

FAQs on Accounts Payable Queries

 

How does a Supplier queries related to invoices and payments?

All invoice and payment-related queries must be submitted only through: https://www.kohlercompany.com/suppliers/accounts-payable

Each query is logged and assigned a reference number, which is communicated to the Supplier via email.
If assistance is required while completing the form, Suppliers should refer to the Form Submission Guide.

 

What types of queries are supported?

This support channel covers:

  • Invoice status inquiries
  • Payment status or delays
  • Invoice discrepancies or clarifications
  • Payment remittance-related questions

 

What information should a Supplier include in the query?

To ensure timely resolution, the Supplier should provide:

  • Invoice number(s)
  • Invoice date and amount
  • Purchase Order number (if applicable)
  • Clear description of the issue

Incomplete queries will be placed in “Awaiting Information” status until the required details are received. The Supplier will be notified via email if additional information is required. And they should respond back to the same email with the requested information.

 

Do Suppliers need an account or login to submit queries?

No. Suppliers only need to complete and submit the online form.
All follow-up communication is managed through email.

 

How can Suppliers ensure they do not miss emails from Kohler Accounts Payable?

To avoid missing communications, Suppliers should add the following email address to their safe senders list:

Kohler Accounts Payable  <kohler@service-now.com>

 

How can a Supplier share additional information or follow up on a query?

After submitting a query, the supplier receives an acknowledgement email with a reference number. To share additional information, documents, or follow up, suppliers should reply directly to the same acknowledgement email. This ensures all communication remains linked to the original query.

 

How long does it take to receive a response?

Response times depend on the type and complexity of the invoice or payment query.
All queries are handled according to defined service timelines to ensure consistent and fair processing.

 

Will the Supplier receive updates?

Yes. The Supplier will receive email notifications when:

  • The query is received
  • Additional information is required
  • The query is resolved and closed

 

Can a Supplier submit multiple queries in a single form?

Yes, the supplier can request multiple queries in a single form provided all of them are related to one Kohler entity name and location.

If you have queries for different Kohler entities and locations, please submit separate requests.

 

What happens once a query is resolved?

Once resolved:

The Supplier is notified and asked to confirm the resolution

  • If the Supplier rejects the resolution, the query is reopened for Rework
  • If the Supplier accepts the resolution, or does not respond within 5 calendar days, the query is marked Closed
  • A Customer Satisfaction survey is then sent to the Supplier for feedback once the query is closed

 

What should a Supplier avoid when submitting queries?

To support timely and accurate resolution:

  • Do not submit duplicate queries for the same invoice or payment
  • Avoid submitting queries without required details
  • Always reply to the confirmation or acknowledgement email for follow-ups or attachments
  • Use only the official support channel:  www.kohlercompany.com/suppliers/accounts-payable