Note a promise to pay in the credit book

Every customer in the credit book has an account page: what is still to pay, what you said to each other, and what they promised. Notes and promises keep the whole team on the same page and stop the credit book's reminders while a customer is keeping their word.

Before you start

• You need the Credit: who owes, record payments right.
• Working in the Collections workspace? Record the promise on the case instead (see record a promise on a case).

Steps

1. Open Collections → Credit book and select the customer's name.
2. Read the tiles: Owed to you (or In your favour), Overdue with the days late, the customer's terms, and Promised for when a promise is open.
3. Check Still to pay: each open amount with its date, its due day and what is Left to pay. Late lines are marked.
4. To record a conversation, type it under Add a note (a call, a visit) and select Save. For example: "Called, will transfer on Thursday."
5. To record a promise, go to Promised to pay on, pick the Day, and type an Amount if the customer named one. Leave the amount empty if they promised to pay the balance. Add a Note if useful.
6. Select Save.
7. Under Contact, check the customer's E-mail for statements and reminders and the language of their messages. Change them if needed and select Save.
8. Scroll to History to see every reminder, note, promise, statement link and payment, with who did it.

Good to know

• A promise holds the reminders until its day. It is kept when the payments since you recorded it reach the promised amount (any payment counts when no amount was named); the promise is then cleared and the reminder rhythm starts again from that day.
• A missed promise comes back. When the day passes with nothing paid, the customer gets one firm reminder, even if they have already had the most reminders you allow. The reminder list marks it Promised day passed.
• One promise per customer, not per invoice. A new promise replaces the open one. Collections cases can hold a promise on chosen invoices.
• No reminders for a customer. Under Contact, tick No reminders for this customer (their wish or yours), or No e-mails (asked by the customer) to stop e-mails only. The book shows the customer with a No reminders badge.
• Terms per customer. A manager can give a customer their own terms (days to pay) on this page. Leave the box empty to use your organisation's terms.
• From this page you can also send a reminder on WhatsApp, make a statement link and take a payment: see share a statement and record a payment.