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FAQs (Frequently Asked Questions)

Getting started with Coupa as a Zurich supplier

Why is Zurich changing its current system to Coupa?

As part of our longer-term strategy, we are replacing our current global system for sourcing and procurement with Coupa. This change will allow us to work with our suppliers in a faster, more efficient manner and with even greater clarity.

What is Coupa?
Coupa is a market-leading sourcing and procurement application, used by many organizations. Within Zurich, we use Coupa for sourcing, contract management, procurement and expenses management.

Coupa Supplier Portal (CSP)

What is the Coupa Supplier Portal (CSP)?

The Coupa Supplier Portal (CSP) is a portal which enables Zurich’s suppliers to receive purchase orders and create invoices electronically. Suppliers can also create and update catalogues through the CSP.

What are the key benefits of joining the CSP?
Key benefits include:

  • A simpler and easier e-invoicing process
  • Greater visibility of your invoice statuses
  • Enhanced control of your transactions with your customers with an intuitive multi-user portal platform

Will we need additional software to use the CSP?
Coupa is a cloud-based technology and therefore you will only need an e-mail account to register to use the supplier portal and an internet connection to access the portal to transact.

How much does it cost to transact with Zurich via the CSP?
There is no cost for suppliers to use Coupa.

How do I register for the CSP?
Our Supplier Enablement Team will send you an invitation to join the CSP and we will partner with you to ensure a smooth transition to Coupa. 

We will contact you via the e-mail address you provided in your response to the questionnaire found in our first communication sent to you. If you do not receive an invitation, please check your junk/spam folder. If the invite is not within your junk folder, then please contact

I already use the CSP with another customer. How do I connect with Zurich? 

You will receive an e-mail invite to join the CSP from Zurich. We will contact you at the email address you provide us. If the same email is used to connect to your other Coupa customer(s) via the CSP, once you confirm the new connection request, you are automatically connected to your new customer and your previous customers within the CSP.

If you provide a different e-mail address, you will be sent an e-mail invite to that address to create a new CSP login. If you later wish to merge the separate CSP accounts you hold, you can do so via Coupa’s CSP home page. Coupa provides guidance within the CSP under Administer the CSP to illustrate this process.

Why can't I register for the CSP?
If you received the email invitation with the link and can't register, check the “I'm not a robot” field. If there are any other issues, write to

How long does it take to register for the CSP?
The registration process takes less than 5 minutes.

How do I register if the admin/owner of the CSP account has left the company?
Contact your IT department or Zurich. Your IT department may be able to grant you access to the former admin/owner’s email so you can log in to Coupa and refresh the User roles. Alternatively, you can reach out to Zurich at to request Zurich change the contact information for you as a supplier and then "unlink" from the former admin/owner’s account, then "relink" or resend the invite from Coupa using your e-mail.

Where do I log in to the CSP?

What happens if I forget my password?
Forgotten passwords can be retrieved via the “Forgot Your Password?” link on the CSP.

Why didn’t I receive the password reset email?
Check your spam/junk email folder. E-mails sometimes get flagged as spam.
If you still cannot find the email, write to

Using the CSP

If I use the CSP, who pays my invoices?
Once your invoice has been approved for payment, Zurich will pay you as per agreed terms.

Can I create an invoice that we don’t have a purchase order for?
No, Zurich will not pay an invoice unless there is a purchase order for it. Please refer to your Master Services and Statement of Work Agreements.

What do I do if the price on the purchase order I receive is wrong?
If the purchase order you receive has the wrong pricing on it, please contact the requestor at Zurich, who will need to cancel the purchase order and raise another one.  You may also need to speak to the procurement team to ensure that the pricing is correct and there are no changes required to your catalogue items or your contract.

We have multiple users within our business using our CSP account. How do we split out our customers?
Within the Orders and Invoices tabs, there is a drop-down selection at the top right of the screen where you can select the customer you would like to view. In addition, you can create views within the Orders and Invoices tabs: Go to the Invoices tab. Click on the drop-down in the blue ribbon at the top of the table next to View and select “Create view.” You can give the view a name and choose who can see it: just yourself or all your users. You can also use the “Start with view” function to build off an existing view you have. You can then determine your conditions logic and select which columns you would like included. You can also create a view for your purchase orders within the Orders tab following the same process.

How do I edit or delete an invoice?
You will be unable to edit or delete an invoice that has been submitted to Zurich. However, you can contact the requester to ask them to reject the invoice, or you can create a credit note to balance the charge and then resubmit a new invoice.

Do I need to do anything once the status of the invoice submitted has changed to “approved”?
No, Zurich will pay you according to agreed/standard payment terms.

How will I know that I have received a purchase order if they are sent to a portal?
In addition to the portal, you can elect to receive notifications via e-mail, SMS, or a combination of the three. So, it is unlikely you will miss any purchase orders received if you keep notifications switched on.

Will we be able to send you messages through the CSP to chase outstanding invoices?
The CSP has a comment function where you, the supplier, in addition to Zurich, can add comments to purchase orders, invoices and catalogues. The comments can be found by scrolling down to the bottom of all these respective pages within the CSP. You can access your notification settings for these comments by selecting your supplier name shown in blue – to the right and above the blue ribbon. Once you click on your supplier name, select “Notification preferences.”

We like the sound of CSP as we have a moderate volume of transactions. Can we change to cXML if the volume increases?
If you would like to change transmission method, then please contact and the Zurich Supplier Enablement Team will be able to discuss and support this change.

Can more than one person from our company access the CSP, and can we have different roles within the CSP?
Yes. If you go to the Admin tab and then select Users, you will be able to manage the settings for each of your users. When you invite a new user, you can determine which customers you would like them to view, in addition to which activities you would like them to be able to perform. Once the user has been created, you can still edit these settings by selecting the Edit button.

cXML option

Do we also receive purchase orders via e-mail if we select cXML as the transmission method?
If you select cXML as your transmission method, you will not receive purchase orders via e-mail. The cXML links directly between your system and Zurich’s system.

We’re going to need an external developer to set up cXML for us. Will Zurich reimburse this?
Zurich is unable to reimburse costs for cXML. If you do not have the capability to do cXML transmission, then we suggest you use the Coupa Supplier Portal (CSP) instead.

We’re familiar with EDI. Is this the same as cXML?
EDI and cXML are two separate transmission methods. Zurich is moving from EDI transmissions to cXML transmissions and therefore will no longer support EDI connections.  If you are interested in using cXML, please contact for more information.