I placed an order with a vendor for some software licensing, but there's been a hiccup. They instructed me to check a portal for the license, but when I did, there was nothing available. After reporting this, they advised that I call their support for assistance in figuring things out. However, I've been really busy and haven't had the chance to call. Now, their accounts department is pressuring me for payment on the invoice. I'm stuck wondering if I should just pay them even though I still haven't received the license. I could call support whenever I find the time, but I'm not in a rush since the license isn't essential right now; it's just for a feature we may want to utilize down the road. Plus, our master contract clearly states that we only pay when the services are provided.
4 Answers
Honestly, it feels like an analogy for ordering a pizza. If you don't get it delivered, why would you pay for it? If they’re not providing what you’ve purchased, then definitely hold off until it's resolved.
If it were me, I’d probably just buy the license from a different supplier. Sounds like this vendor is going to be a pain even when (or if) you get it sorted out. There's no reason to stick around with a vendor that makes things difficult.
I might not have a ton of experience, but if it were me, I'd definitely follow the contract and hold off on payment until you actually get what you paid for. No license, no payment, right?
Since your contract says you don't pay until the service is provided, I say stick to that! Why should you pay for something you haven't received? Just highlight that clause and shoot them an email showing you're not going to pay until things are sorted out.
Totally agree! That contract is your safety net. Make sure they know you’re serious about it.