Questions and answers Below you will find some frequently asked questions. Please contact us if you have further questions. Is the connection between the customer's account and ERP system ready and working? When the connection is ready you will receive a confirmation via acmt.014 message or SecureMail. The message, among other things, includes the customer number at SEB and the customer's connected accounts. If the confirmation is missing, please contact EBS.email@example.com Why is the connection not working even though the customer has signed and submitted the agreements? Customers using Internetbanken Företag can contact SEB by phone +46 771-62 53 53 to check if the agreements are complete. If the agreements are complete, SEB will confirm the customer set-up to you via acmt.014 message or SecureMail. When you thereafter activate the customer in your system you can confirm the connection to the customer. In case you have not received the customer set-up confirmation from SEB, please contact EBS.firstname.lastname@example.org What can our common customer do if a file or payment has to be stopped? Customers using Internetbanken Företag can either log in to Internetbanken Företag and stop the file directly or contact SEB by phone +46 774-46 60 61. If the payment is already booked it cannot be cancelled. Customers using C&I Online can delete not signed payment files online. If the payment file was signed, file payments can be cancelled online under Cancel payment free of charge. The customer can also send a secure message to SEB directly from C&I Online (Information & contacts - Messages) with payment information (execution date, amount and debit account) requesting SEB to cancel a payment, or with message id requesting SEB to cancel the entire file. If the payment is already booked it cannot be cancelled. The customer cannot find a specific payment or file – where is it? Check if you have received an acknowledgement (pain.002) from SEB stating that the file was received and the syntax of the file is correct (ACTC) or the file was rejected (RJCT). If the file was accepted it was sent further for processing or for signing to C&I Online or Internetbanken Företag. An additional acknowledgement will be sent for each rejected (RJCT) payment. If the confirmation is missing, please check if the file has been sent to SEB. If the file has been sent but no confirmation is received, please contact EBS.email@example.com The file sent by the customer has been stopped – why? A message (pain.002) has been sent to you with a description why the file was stopped. Please check this message and description. If the message is missing or unclear, please contact EBS.firstname.lastname@example.org How can the customer check if a payment or file has been sent? Internetbanken Företag: The customer will find information for all sent files under Sent files. C&I Online: The customer will find information under Payments - File Handling Service - Search files. Why can’t the customer see or sign a payment file? The customer must first verify that the service to sign the files after arrival to SEB from you is activated. Furthermore the user in the customer organization must be authorized to sign the types of payments for the specific accounts being used in the file.