Document ID: FAQ-001 Version: 1.0 Last Updated: May 2026
Q: What’s the difference between a requisition and a purchase order?
A: A requisition is an internal request to purchase something. It goes through approvals to verify it’s needed and budget is available. A purchase order (PO) is the official document sent to the vendor after all approvals are obtained. The requisition leads to the PO.
Q: How long does the complete procurement process take?
A: Typical timeline: - Requisition to approvals: 3-10 days - Approval to PO sent: 1-2 days - Order placement to delivery: 5-30 days (varies by vendor) - Delivery to payment: 5-15 days - Total: 20-60 days (varies significantly)
For expedited items, can be 5-10 days total.
Q: Can I submit a requisition for something not in the catalog?
A: Yes! You can request non-catalog items. Include detailed specifications and preferred vendors. The system will route it for approval and vendor selection.
Q: My requisition was rejected. What do I do?
A: The rejecting approver sends comments explaining why. You can: 1. Revise the requisition based on feedback 2. Resubmit for approval 3. Contact the approver to discuss concerns
If you disagree with the rejection, escalate to the next level.
Q: Why do I need Finance approval for my purchase?
A: Finance approval ensures: - Budget is available - Purchase aligns with budget plan - Proper cost center coding - Policy compliance
It protects organizational finances.
Q: Who has “Authority Officer” approval level?
A: Typically: - VP Finance - Procurement Director - CFO (for large amounts) - Department VP (depending on structure)
Check your organization’s authority limits.
Q: What happens if my budget is exhausted?
A: You can: 1. Request budget increase (may be approved) 2. Move purchase to next fiscal year 3. Reduce quantity/scope of purchase 4. Use a different cost center (if available)
System will show available budget before submission.
Q: Can I see my department’s budget balance?
A: Yes! Most systems show: - Total budget allocated - Amount spent YTD - Amount committed (pending) - Available balance - Projection to year-end
Access through reports or dashboard.
Q: How are budgets assigned to departments?
A: Typically annually in: - Budget planning process (fall/winter) - By cost center/department - Based on historical needs - Strategic planning
Your Finance department sets budget policy.
Q: How are vendors selected?
A: System suggests approved vendors based on: - Item availability - Price competitiveness - Delivery capability - Performance history - Contracts in place
Procurement officer can override with justification.
Q: Can I specify a preferred vendor?
A: Yes. Add preference in requisition comments. However, system may show alternatives. If you insist on a specific vendor, explain why (existing parts compatibility, service, etc.).
Q: What if a vendor’s price is higher?
A: Finance flags this. Possible reasons to accept: - Faster delivery - Better quality - Critical parts compatibility - Existing service relationship - Lower total cost of ownership
Approval may be required.
Q: How do I track my order?
A: Once PO is sent to vendor: 1. System shows “Ordered” status 2. Vendor confirms receipt → “Confirmed” 3. Carrier tracking available (when shipped) 4. Estimated arrival date shown 5. Delivery alerts sent
Access via web portal or check emails.
Q: Can I cancel an order?
A: Yes, if vendor hasn’t shipped yet: 1. Contact Procurement immediately 2. They contact vendor for cancellation 3. May incur cancellation fee 4. PO status changes to “Cancelled” 5. Budget is restored
Harder to cancel after shipment.
Q: What if the delivery is late?
A: System tracks this: - Alerts after promised delivery date - Procurement officer follows up with vendor - May expedite alternative shipment - Records vendor performance impact
You can also contact Procurement directly.
Q: What happens during goods receipt?
A: When items arrive: 1. Counted and inspected for damage 2. Checked against PO (qty & description) 3. Tested/verified if needed 4. System updated with receipt 5. Location assigned in inventory 6. Ready for invoice matching
You’ll be notified when received.
Q: What is three-way matching?
A: Verification that three documents match: 1. PO: What we ordered (qty, price) 2. Goods Receipt: What we received (qty) 3. Invoice: What vendor charges (amount)
If all match, invoice approved for payment. If discrepancies, flagged for review.
Q: My invoice was flagged as “On Hold”. Why?
A: Common reasons: - Quantity mismatch (ordered 10, invoiced 11) - Price mismatch (PO said $50, invoice says $55) - Missing documentation (GR not yet received) - Quality issue (items rejected in inspection)
Finance manager will contact you or vendor to resolve.
Q: When will my invoice be paid?
A: Timeline after invoice received: - Same day: If system matches automatically - 2-5 days: If minor discrepancies resolved - 1-2 weeks: If exceptions or issues - 30 days: Standard payment terms (unless faster terms negotiated)
Payment batches typically processed twice weekly.
Q: Can I get early payment discount?
A: Sometimes vendors offer “2/10 net 30” (2% discount if paid within 10 days). Check your invoice. Finance evaluates cost-benefit. Request to take advantage of discounts in requisition if known.
Q: How do I find approved vendors?
A: In system: 1. Item master shows approved vendors 2. Comparison shopping available 3. Vendor list downloadable 4. Performance ratings shown 5. Contracts listed
Or contact Procurement department.
Q: Can I add a new vendor?
A: Yes: 1. Vendor must be approved by Procurement 2. Tax ID verification required 3. W-9 form needed 4. Banking info verified 5. Background check may be needed 6. Compliance requirements checked
Process typically takes 1-2 weeks.
Q: How do vendor discounts work?
A: Types of discounts: - Volume discounts: Order more, pay less per unit - Loyalty discounts: Long-term customers - Early payment discounts: Pay within X days - Seasonal promotions: Limited-time offers
Included in price comparison when requesting quotation.
Q: How do I submit a maintenance request?
A: Options: 1. Web portal: Login, click “New Request” 2. Mobile app: Available on iOS/Android 3. Email: Email maintenance dept 4. Phone: Call facilities/maintenance 5. In-person: Visit maintenance office
Provide location, issue description, and contact info.
Q: How long does maintenance typically take?
A: Depends on priority and issue complexity:
| Priority | Response | Completion |
|---|---|---|
| Critical | 0-2 hours | Same day |
| High | 2-8 hours | 1-2 days |
| Medium | 1-3 days | 1-2 weeks |
| Low | 1-2 weeks | 2-4 weeks |
Estimates provided when scheduled.
Q: What’s the difference between preventive and corrective maintenance?
A: Preventive: Scheduled maintenance to prevent problems (filter change, inspection, lubrication).
Corrective: Repair after something breaks (fix electrical outlet, replace motor).
Preventive is cheaper and prevents downtime.
Q: Can I request maintenance for multiple issues in one request?
A: Yes, if in same location: - Combine related issues for efficiency - Team can address all at once - Saves travel time - Reduces total downtime
If unrelated or different priority, may be split into separate requests.
Q: How is my maintenance request scheduled?
A: Scheduler considers: - Your priority level - Team availability - Geographic clustering (same building) - Technician skills required - Equipment availability - Your requested timing
Balances speed with efficiency.
Q: Can I request a specific time window?
A: Yes! Indicate preferred times in request: - Morning (8-12) vs afternoon (12-5) - Specific day if flexible - “ASAP” for urgent - Specific time if critical
Scheduler will try to accommodate if possible.
Q: What if the scheduled time doesn’t work for me?
A: Contact Facilities/Maintenance immediately: - Request reschedule - Suggest alternative time - May delay resolution for non-critical - Emergency requests hard to reschedule
Earlier notification helps reschedule.
Q: Will the technician call before coming?
A: Yes, typically: - 30-minute advance call - Confirms you’re available - Confirms location access - Gives arrival window - Emergency work may not have time for call
Be available near phone on scheduled day.
Q: How is my request priority determined?
A: System auto-assigns based on: - Safety hazard? → Critical - Work stoppage/impact? → High - Partial impact? → Medium - Minor/cosmetic? → Low
You can suggest priority; coordinator may adjust.
Q: Can I change my request priority?
A: Yes: - Contact maintenance immediately - Explain why priority should change - Coordinator reviews and adjusts - Re-prioritizes schedule if needed - Effective immediately
Contact ASAP if situation changes.
Q: When would a request be escalated?
A: Auto-escalation if: - 5+ same requests in 30 days → upgrade priority - Safety issue identified → Critical - SLA approaching/missed → escalate - Recurring failure → re-diagnose - Multiple users affected → higher priority
Supervisor notified of escalations.
Q: Who will do the work?
A: Assigned based on: - Required skill/trade - Availability - Specialization - Workload - Location proximity
You’ll get technician name when scheduled.
Q: What should I prepare before the technician arrives?
A: Best practice: - Clear work area of obstacles - Move valuable items away - Have access ready (keys, codes) - Ensure access to utilities if needed - Have someone available to show location - Document any recent changes
The technician will call for last-minute details.
Q: Can the technician start immediately or must they wait for me?
A: If appropriate: - Outdoor/building system work: Can start - Room interior work: May wait for occupant - High-value areas: Usually wait
Technician will follow security/safety guidelines.
Q: What if the problem is worse than I thought?
A: Common scenario: - Technician discovers additional issues - Photos sent to supervisor - Supervisor contacts you - Approval obtained for additional work - Scope increased with timeline update - No additional charge if within same visit
Technician may wait for approval.
Q: How will I know if the work is complete?
A: You’ll receive: - Email notification of completion - Request to come verify (if interior) - Technician walkthrough explaining work - Signature/approval requested - Optional satisfaction survey
You can also check status online.
Q: What if I’m not satisfied with the work?
A: Options: 1. Notify technician immediately (if present) 2. Submit defect report online 3. Call maintenance supervisor 4. Request rework
Defects addressed at no charge if within reasonable scope.
Q: Will I get a satisfaction survey?
A: Yes, usually within 24 hours: - Email survey link - Takes 2-3 minutes - Rates technician and work quality - Comments section available - Your feedback important for improvements
Response appreciated but optional.
Q: Will the technician leave any documentation?
A: Usually: - Work summary - Warranty info (if applicable) - Maintenance recommendations - Follow-up schedule (if needed) - Contact info for questions
Ask technician before leaving if you want copies.
Q: Do maintenance costs come out of my budget?
A: Depends on your organization: - Some departments charged - Some covered centrally - May be prorated by square footage - Emergency work sometimes covered - Ask Facilities about cost allocation
Check with your department budget manager.
Q: What if maintenance is urgent and expensive?
A: Emergency protocol: - Work approved immediately - Budget discussed after if needed - Cost tracked separately - May be approved/waived by administration - Prevents further damage
Don’t delay emergency work for cost concerns.
Q: Can I request a budget estimate before work?
A: For non-emergency: - Request estimate in comments - Assessment may be free - Estimate provided (within 1-2 days) - You approve before proceeding
Prevents cost surprises.
Q: Can I see the maintenance history of my space?
A: Yes, through system: - View all past requests for location - See dates and issues fixed - Note patterns/recurring issues - See technician assignments - Access work details
Useful for troubleshooting and planning.
Q: If something keeps breaking, what should I happen?
A: Maintenance department will: - Track recurring issues - Investigate root cause - Plan preventive maintenance - May replace equipment (if cost-effective) - Adjust inspection schedule
Report each issue; system tracks patterns.
Q: What is preventive maintenance scheduling?
A: For known maintenance needs: - HVAC filter change every 2 months - Plumbing inspection annually - Safety equipment testing quarterly - etc.
Requests auto-generated; you’re notified. Prevents breakdowns.
Q: When would a contractor be used?
A: For work requiring: - Specialized skills not in-house - Licenses/certifications needed - Temporary surge capacity - Capital-level work - Specialized equipment
Procurement will select contractor.
Q: Will I interact with contractors?
A: Usually: - Contractor scheduled like staff - May have different procedures - Site supervisor present for complex work - You’ll be notified of contractor visit - Same quality expectations apply
Internal facilities team oversees contractor.
Q: What about warranty work?
A: If under warranty: - Manufacturer/vendor does repair - Facilities arranges coordination - You’ll be notified of service visit - Usually no cost to department - Service reported to maintenance system
Request confirmation warranty is applicable.
Q: What constitutes a maintenance emergency?
A: Examples of Critical (0-2 hour response): - Electrical hazard (sparks, burning smell) - Water leak affecting multiple areas - HVAC failure in extreme weather - Security system failure - Safety equipment inoperability - Fire alarm malfunction - Structural/collapse risk
Any immediate safety risk.
Q: What if it’s after hours?
A: Emergency protocol: - Call emergency facilities number (posted) - Describe urgency - On-call technician paged - Response within 1-2 hours - Non-emergency: Wait until business hours
Have after-hours number available.
Q: What should I do while waiting for emergency maintenance?
A: Safety first: - Evacuate if immediate danger - Turn off power if safe - Don’t attempt DIY fixes - Prevent others from area - Take photos of issue - Keep detailed info for technician
Technician arrives ASAP.
Contact Information:
Office Hours: Monday-Friday, 8:00 AM - 5:00 PM
For Urgent Issues: Contact supervisor or department head