Handle failed and unmatched payments
Some payments do not land where they should: a card charge is declined, a link payment cannot be booked, a cheque bounces, a bank line stays unmatched. Each one waits on Failed and unmatched payments until someone handles it and says how, so nothing is forgotten.
Before you start
- You need the right Match payments and handle failed ones.
- Choose Who handles payment problems in Collections settings, so new items have an owner.
Steps
- Open Collections → Failed and unmatched payments. The Open items show first.
- Read each row: the Kind, the Customer, the Amount, how many Days it has waited and the Note.
- Select Open to go to what it is about, for example the customer's case or the bank line.
- To pass an item to a colleague, pick them under Owner and select Give.
- When it is sorted out, choose How it ends: Booked by hand, Paid back, Paid another way, Written off or Other.
- Type How it was handled. The note is required.
- Select Resolve. The item moves to Resolved, with your note.
- To look back, pick Resolved or All at the top and select Show.
[SHOT collections-col-exceptions 1440x900]Screenshot to come: Collections → Failed and unmatched payments: four open rows (Automatic charge declined, Cheque bounced, Bank line not matched, Link payment not booked) with customer, amount, days and note, an Owner picker with Give, and How it ends with the required note and Resolve
The kinds of item
| Kind | Where it comes from |
|---|---|
| Automatic charge declined | A subscription's saved card was declined. |
| Provider payment with no request | Paymob reported a payment Kluvan did not ask for. |
| Link payment not booked | A payment link was paid, but Books refused the receipt (for example a closed period). |
| Receipt refused by Books | A payment from another path could not become a Books receipt. |
| Cheque bounced | Someone marked a cheque Bounced on a case. |
| Bank line not matched | An incoming bank line stayed unmatched longer than your setting. |
| Refund waiting | Money to give back to a customer. |
Good to know
- Nothing is booked from here. Resolving records what was done; it does not post anything. If you book a payment by hand, record it in Books or on the case first, then resolve the item with Booked by hand.
- Who and when are kept with each resolved item.
- Today and alerts. Open items show on Today for the people who handle them, and the owner gets one alert when bank payments stay unmatched too long.
- Related: match bank payments and record a payment or a cheque.
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