FAQ & Resources

To invoice us through the CSP, you must complete the Legal Entity setup first.

1. Go to the Admin tab and select Legal Entity Setup

2. Click Add Legal Entity (top right corner), enter your name and country, then click Continue

3. Enter your information:

   • Company Information (official name of your business (as registered with your government)

   • Select your country/region from the dropdown menu

4. Fill in all required fields (marked with a red asterisk *)

5. Set your Remit-To and Ship-From Addresses

6. Add Payment Methods (Optional but Recommended)

7. Confirm Completion. Once done, you'll see a message: "Your Legal Entity setup is now complete". Your legal entity is now ready for invoicing

1. Go to the Login Page

   • Visit https://supplier.coupahost.com/sessions/new

2. Click "Forgot Your Password?"

   • You'll see a link on the login page

   • Click on it

3. Enter Your Email Address

   • Type in the email address associated with your CSP account

   • Check the box next to "I'm not a robot" to verify you're human

   • Click Submit

4. Check Your Email

   • Coupa will send you an email with a password reset link

   • Check your inbox (and spam/junk folder just in case)

5. Reset Your Password

   • Click on the link in the email from Coupa

   • Create a new password

   • Confirm your new password

   • Click Submit/Save

6. Log In with Your New Password

   • Return to the login page

   • Use your email address and new password to log in

Trouble Getting the Email?

• Check your spam/junk email folder – the reset email may have been filtered there

• Make sure you're using the correct email address registered with your account

• If you still don't receive an email, contact your customer's Coupa Supplier Care at supplier@coupa.com for assistance.

1. Log In to Your CSP Account

   • Go to https://supplier.coupahost.com/sessions/new

   • Log in with your email and password

2. Navigate to Merge Requests

   • Click the Setup tab in the top navigation

   • Select Admin from the menu

   • Click Merge Requests on the left-hand side menu

3. Request a Merge

   • Click Request Merge button

   • Enter the email address of the other account you want to merge with

   • Click Request Merge

4. Select Your Account Owner

   • You'll be asked which account should be the primary account owner (the administrator)

   • Choose carefully – this account will become the main account

   • The merged account's data will be accessible from the primary account owner's account

5. Confirm the Request

   • Click Submit 

   • The other account owner will receive an email notification

6. Wait for Approval

   • The administrator of the other account will receive an email asking them to approve the merge

   • They'll need to click View Merge Request and respond to your request

   • Once approved, the accounts will be merged

⚠️ Important:

• Account merges cannot be undone – be absolutely sure you're merging with the correct account

• Verify that both accounts belong to your organization before submitting a merge request

• If the other account owner denies the request, you'll need to contact your customer for additional support

The email address used to log into the CSP cannot be changed. However, you can add a new user account with your new email address (if it hasn't been registered yet). If your new email is already registered with another CSP account, send a merge request to connect it to your company's existing business account.

Note: Request Help from Coupa Support

• Email: supplier@coupa.com

• Explain that you need to change your registered email address

• Provide your current email, new email, and company information

• Coupa support will assist you

A Remit-To address is mandatory before you can send payment requests.

• Go to Admin→ Remit-To

• Click Add Remit-To and select the relevant legal entity

• Fill in all required fields and specify which customers may use this address

⚠️ Important: Your remit-to address must match the address provided during onboarding. Mismatches will delay payments.

If your payment method is a Remit-To address:

1. Go to the Business Profile tab and click Legal Entities.

2. Click on the legal entity linked to the address you want to change.

3. Under Remit To, click Manage.

4. Click the gear icon to edit the current address, or Add New for a new address.

5. Complete the required fields and click Save.

If your payment method is not a Remit-To address:

1. Go to Business Profile → Payment Methods.

2. Click Edit Payment Method next to the one you want to modify.

3. Update the information and click Save. A new payment method is created and the original is deactivated.

⚠️ Important:

You must have MFA enabled before changing bank information. You may be required to upload proof of your bank account (voided check or bank letter). Changes may go into Pending Review until Etsy/Depop approves them.

After updating, make sure to share your updated payment information with Etsy/Depop. Check the Profiles tab for a form to submit new banking information, or contact suppliers@etsy.com to confirm their preferred process.

Please only enter your Tax Amount in the tax field like above.

💡 If there is no tax, just leave blank

Once the tax has been entered, hit calculate again, when your invoice is complete you can Save as Draft to finish it later, or click Submit

1. In the CSP, click Account Settings → Notification Preferences.

2. Uncheck the notifications you don't want to receive.

3. Click Save.

We recommend keeping Dispute/Comment notifications enabled so you don't miss invoice rejections from Etsy/Depop. Some notifications come directly from Etsy/Depop's system — contact suppliers@etsy.com if you want those stopped.

1. Log In to Your CSP Account

   • Go to https://supplier.coupahost.com/sessions/new

   • Log in with your email and password

2. Navigate to Merge Requests

   • Click the Setup tab in the top navigation

   • Select Admin from the menu

   • Click Merge Requests on the left-hand side menu

3. Request a Merge

   • Click Request Merge button

   • Enter the email address of the other account you want to merge with

   • Click Request Merge

4. Select Your Account Owner

   • You'll be asked which account should be the primary account owner (the administrator)

   • Choose carefully – this account will become the main account

   • The merged account's data will be accessible from the primary account owner's account

5. Confirm the Request

   • Click Submit 

   • The other account owner will receive an email notification

6. Wait for Approval

   • The administrator of the other account will receive an email asking them to approve the merge

   • They'll need to click View Merge Request and respond to your request

   • Once approved, the accounts will be merged

⚠️ Important:

• Account merges cannot be undone – be absolutely sure you're merging with the correct account

• Verify that both accounts belong to your organization before submitting a merge request

• If the other account owner denies the request, you'll need to contact your customer for additional support

As an administrator:

1. Go to the Users page in your account settings.

2. Click Invite User.

3. Enter the new user's email address and complete the required information.

The invited user will receive an email with instructions to set up their account.

To remove a user, you must deactivate and then delete their account:

1. Go to the Users page in your account settings.

2. Find the user you want to remove.

3. Deactivate their account first, then delete it.

⚠️ Important:

Only administrators can manage users. If you're not an admin, ask your company's CSP administrator for help.

Log in to the CSP and scroll to the bottom of the home screen. Your currently linked customers appear under the Recent Activity section. You should see "Etsy" listed there.

A greyed-out customer name means the customer account exists in the CSP but is not yet linked to your supplier profile. This typically happens when:

• The customer (Etsy/Depop) hasn't sent you an invitation yet.

• The invitation was sent to a different email address than the one you registered with.

• A previous connection attempt failed or expired.

How to resolve it:

1. Go to the Select Customer dropdown in the top-right corner of the CSP. If the customer name appears but is greyed out, do not click it.

2. Contact suppliers@etsy.com and ask to re-send the CSP invitation to the exact email address you used to register.

3. Click the link in the new invitation email to activate the connection.

4. Once linked, the customer name should appear as active (no longer greyed out) in your dropdown.

If it still doesn't appear at all (not even greyed out), try sending a connection request from your CSP account: 

• Go to Setup → Connections → Search and look for the customer. 

If your search attempts are exhausted, contact supplier@coupa.com to reset them.

If none of the above works, email supplier@coupa.com with your CSP account email and the customer name you're trying to access.

The legal entity dropdown may be empty or un-selectable for several reasons:

1. No legal entity has been created yet:

   • Go to Business Profile → Legal Entities.

   • Click Add Legal Entity.

   • Fill in your company's legal name, tax ID, and registered address.

   • Click Save.

or

2. The legal entity exists but isn't linked to this customer:

   • Go to Business Profile → Legal Entities.

   • Open the legal entity and check the Customers tab to ensure Etsy/Depop is listed.

   • If not listed, you may need to share the legal entity with the customer via the Setup tab or ask Etsy/Depop to request it through their system.

or

3. Tax ID mismatch or missing information:

   • Ensure the legal entity has a valid Tax ID / VAT number that matches what Etsy/Depop have on file.

   • If the tax ID is missing or incorrect, update it under Legal Entities → Edit.

If you've tried all of the above and still can't select a legal entity, contact supplier@coupa.com with a screenshot of the error and your CSP account email.

The "Unauthorized or expired account" message means one of the following:

1. Session expired: Your login session timed out. Close all CSP tabs, clear your browser cookies for supplier.coupahost.com, and log in again.

2. Account deactivated: Your account may have been deactivated due to prolonged inactivity (typically 90+ days). 

   • Contact supplier@coupa.com to request reactivation.

3. Linked customer removed your access: If a customer has unlinked your account, you'll lose access to their data. 

   • Contact supplier@coupa.com to re-establish the connection.

General troubleshooting for CSP errors and bugs:

1. Clear your browser cache and cookies, then try again.

2. Try an incognito/private window to rule out browser extension conflicts.

3. Switch browsers — the CSP works best on the latest versions of Chrome, Firefox, Edge, or Safari.

4. Disable browser extensions (ad blockers and privacy extensions can interfere with CSP functionality).

5. Check Coupa system status — the platform may be experiencing downtime. Visit Coupa's status page or try again after 15–30 minutes.

If you suspect your account has been compromised (unexpected changes, unfamiliar login activity), contact supplier@coupa.com immediately with the subject line "Security: Suspected Account Compromise" and include your account email.

When contacting Coupa Support about errors, always include:

• A screenshot of the error message.

• The exact URL where the error occurred.

• Your browser name and version.

• The steps you took before the error appeared.

• Your CSP account email address.