The three documents that close 90% of onboarding
Most cardholder onboarding closes when the vendor sends a current W-9, a line-item invoice template, and either a remittance address or EFT (ACH) banking instructions. Some agencies add a vendor information form; that is normal and quick to fill out.
- W-9 with the legal name that matches the SAM record and EIN.
- Sample line-item invoice the buyer can match to their PO.
- Remit-to address or ACH banking info on letterhead.
What slows onboarding down
Name mismatches are the top reason. If your legal name on the W-9 reads slightly differently than the name in the agency's existing vendor file, the AP team will pause and ask. Fix it on your side before sending — the W-9 has to read exactly the way your IRS letter reads.
How AXA South handles it
We send a packet on request that includes the W-9, ACH form, capability statement, SAM verification, and a sample invoice. Most cardholders are set up to charge within the same business day.
Common questions
Can a cardholder pay against an invoice without a PO?
+
Sometimes — many agencies allow card-only buys where the receipt and an itemized invoice substitute for a PO. The cardholder will tell you which side they are on.
Do you accept SmartPay 3?
+
Yes. We accept GSA SmartPay 3 cards for purchases at or below the cardholder's single-purchase limit.
How do you handle disputes on a charged purchase?
+
We work them directly with the cardholder first, refund or replace when we are at fault, and only involve the bank dispute process if we cannot resolve it. That is rare.