Common Causes of Payment Delays

Timely payment starts with a complete, accurate invoice on an active service request. Most payment delays happen when documentation is missing, billing does not match your contract, the service request cannot be closed, or the invoice requires manual review. This article explains the most common causes and how the payment process works.

*If you are stuck and need assistance, please call 866-988-5376 — Option 1 for invoices already submitted (payment status), Option 2 for help submitting an invoice or quote, or click the Submit a Ticket button at the top right.

1. Missing or Incomplete Documentation

Accounts Payable audits every invoice against the service request record. Missing documentation is one of the most common reasons an invoice is rejected or held for review.

Signed work order / work ticket

• A signed work ticket from VixxoLink Review & Sign is required on most completed visits.
• If VixxoLink was unavailable on site, a legible scanned paper Work Order Sign-Off with technician and Manager on Duty signatures must be attached at invoicing.
• Missing or unsigned work tickets delay payment and often cause invoice rejection.

Resolution notes

• Resolution notes must be entered on site in VixxoLink Mobile and in the invoice Supporting Documentation field.
• Notes must explain the issue found, cause/diagnosis, work performed, resolution, and verification/testing.
• Vague notes such as "Fixed the issue. Job complete." are not accepted and will delay approval.

Before/after photos

• Before and after photos must document the issue and completed work.
• Upload photos in VixxoLink Mobile on site, or attach them when you submit the invoice if they were not uploaded earlier.
• Missing, blurry, unlabeled, or irrelevant photos can trigger rejection or manual review.

Other required attachments

• PDF of your in-house invoice
• Supporting receipts for expenses, when applicable

See Service Request Documentation Requirements for full documentation standards.

2. NTE Exceeded or Not Approved

Every service request has a Not-To-Exceed (NTE) amount. Invoicing above the approved NTE without prior approval will delay payment.

Common NTE-related delays

• Invoice total is higher than the NTE on the service request
• Work exceeded the NTE but an NTE increase was not requested and approved before the work was completed
• Invoice was submitted without justification and supporting attachments explaining why the NTE was exceeded
• Quote or customer approval was required for the additional scope but is missing

What to do

• Request NTE increases before performing work outside the approved amount. Call 888-928-3276 or the Vixxo representative on the service request if work may exceed NTE while on site.
• If you must invoice above NTE, document the reason in the invoice and attach supporting evidence (quote approval, photos, parts list, etc.).
• Expect manual review until the NTE issue is resolved.

NTE increases should always be requested prior to the work being completed whenever possible.

3. Rates Higher Than Contract / System Rates

VixxoLink auto-populates labor, trip, and many part charges from your contract rates on file. Billing above those rates triggers audit and review.

Common rate-related delays

• Labor rates changed using the hammer icon without a clear reason — AP will review and may reject or request revision
• Part unit prices billed above the suggested/system price without acceptable notes — this triggers audit of all parts and labor on the request
• Trip/travel charges that do not match contract rates for the area
• Time invoiced does not match VixxoLink time in/out or number of technicians on site
• Expense or handling fees not supported by contract or documentation

What to do

• Verify time in/out and technician count before invoicing. Contact the service center to correct timing if needed.
• Use contract rates whenever possible. If you must bill higher, enter detailed notes in the Reason box and attach supporting documentation.
• For ongoing travel-rate issues, contact your Service Provider Manager to update contract rates for future work in that area.

4. Service Request Cancelled or Not Billable

Payment cannot be processed if the underlying service request is not in a billable state.

Common service-request delays

• The service request was cancelled by the customer or Vixxo before work was approved or completed
• The service request is still open or not marked complete when the invoice is submitted
• Work was performed on the wrong service request number
• A duplicate invoice was submitted for the same visit
• The provider was not the assigned service provider on the service request
• Denied access or no work performed, but an invoice was still submitted

What to do

• Confirm the service request is complete and assigned to your company before invoicing.
• Do not invoice cancelled service requests unless Vixxo or the customer directed billable trip/diagnostic charges.
• If you believe a cancellation was in error, contact the Vixxo representative on the service request before submitting an invoice.

5. Late or Incomplete Invoice Submission

Invoices must be submitted within 5 days of service completion. Late invoices appear as Delinquent SC Invoice on your VixxoLink dashboard and delay the start of your payment terms.

• Payment terms begin upon receipt of a complete, acceptable invoice — not on the date work was performed.
• Invoices missing required fields, attachments, or line-item detail may fail automated audit and require resubmission.
• Rejected invoices must be corrected and resubmitted before payment can move forward.

6. How the Payment Process Works

After you submit an invoice in VixxoLink, it moves through audit and approval before payment is scheduled.

Typical payment workflow

1. You submit the invoice in VixxoLink with documentation and attachments.
2. Automated invoice audit checks rates, NTE, documentation, timing, and other billing rules.
3. If the invoice passes audit, it moves toward approval and payment scheduling.
4. If the invoice fails audit, it goes to manual review by Vixxo Accounts Payable or the Client Team. You may receive a rejection email with the reason and required corrections.
5. Once approved, the invoice is queued for payment according to your contract payment terms.
6. Payment is issued on the next applicable payment run.

Payment run timeline

Vixxo processes approved invoices on a regular payment schedule. Use your VixxoLink dashboard to track where each invoice stands:

• Under Vixxo Review — Invoice submitted and pending AP/audit review
• Problem Invoice — Invoice rejected; check your email and correct/resubmit
• Rejected Invoices Requiring Resubmission — Action needed from your team
• Forecast / Forecasted Payments — Accepted invoices with expected payment dates
• Payment in Process — Payments being processed for the current week
• Paid — Most recent payment amount and date

A blank Payment in Process box means no payments are scheduled for the current week. Approved invoices that miss the current run will appear in a future forecast once scheduled.

Important: Payment timing depends on (1) when a complete, approved invoice is received, (2) your payment terms, and (3) the payment run calendar. Missing documentation, rejections, NTE/rate issues, or cancelled service requests reset or stop that clock.

7. How to Avoid Payment Delays

On site — before you leave

• Complete Review & Sign (or manual paper sign-off if VixxoLink is unavailable)
• Upload before/after photos
• Enter detailed resolution notes
• Request NTE approval before exceeding the cap

At invoicing — within 5 days

• Verify time in/out, technician count, and contract rates
• Attach signed work ticket, photos, and in-house invoice PDF
• Enter full resolution notes in Supporting Documentation
• Confirm the service request is complete and not cancelled

After submission

• Monitor your dashboard for Under Vixxo Review, Problem Invoice, or Rejected Invoices Requiring Resubmission
• Respond quickly to rejection emails and resubmit corrected invoices
• For payment-status questions on submitted invoices, call 866-988-5376, Option 1 or email aphelp@vixxo.com

Quick Reference — Common Payment Delay Causes

Related articles:

• Service Request Documentation Requirements
• Creating an Invoice in VixxoLink
• Understanding the Dashboard
• Step by Step - Work Order Process