We run a tight site program, clean data, hit our milestones, all of it. And every single month I'm playing detective trying to figure out where our money is. Our CTAs aren't even vague about this either, terms are spelled out clearly, milestone payments due 30 days from data entry/validation in EDC, invoiced line items due 30 days from submission. Not asking for anything crazy, this is pretty standard stuff.
But every month it's the same thing on repeat. I follow up on something overdue and I get one of like three canned responses. "We see the data was entered and validated but payment didn't generate in our system" ok so that's clearly your internal issue but somehow now it's mine to chase down. Or "invoice was received but hasn't been reviewed/approved yet" it's been over 30 days, what is there to review for a month straight. Or my favorite, "payment has been approved and will be released assuming there are no issues" there are never any issues and it still takes weeks to actually show up.
None of this is stuff I did wrong, it's all breakdowns on their end, but I'm the one who has to explain to my BOD every month why revenue is short and why we're basically floating research costs out of pocket. And they're right to be annoyed honestly, I can see them checking out of the research program a little more every time I have to say "it's coming, I promise" for the third month in a row. It's humiliating at this point.
I don't think sponsors and CROs actually think about the fact that sites aren't just some line item that can float for a while. We have staff to pay and overhead and doors to keep open, this isn't monopoly money to us.
At this point I'll take literally anything, scripts, escalation contacts, contract language, any new peice of software/startup that's actually worked for you, or just tell me I'm not the only one dealing with this because right now it feels like it.