Record a promise to pay on a case

When a customer says "I will pay on Thursday", record it on their case. Reminders hold off while the promise is waiting, your team sees it on the worklist, and Kluvan checks the payments for you when the day comes.

Before you start

• You need the right Collections: work cases (notes, promises, reminders, disputes).

Steps

1. Open the customer's case from Collections → My collections today.
2. Under Open invoices, tick the invoices the promise is about. Leave them all unticked to take the oldest first.
3. Open Promise to pay.
4. Type the Amount the customer promised.
5. Pick the day in By.
6. In How, choose where the promise was made: Phone call, WhatsApp, E-mail or Customer portal.
7. Add a Note if useful, for example "will transfer from the company account".
8. Select Record the promise. The case moves to Promised and the invoices are marked Promised.
9. Read Promises to pay further down the case: each promise with its day, amount, Paid since, Status and who made it. Select Cancel on a waiting promise that no longer stands.

How a promise ends

Good to know

• The day can be from today up to six months ahead, and the amount must be above zero.
• Grace days. Kluvan waits the Grace days after a promised day you set in Collections settings before it calls a promise partly kept or missed.
• Reminders pause for a customer with a waiting promise and start again once it ends.
• Told once. A kept, partly kept or missed promise is recorded once on the timeline, even if two people or two servers check it at the same moment. A missed promise appears on Today and as an owner alert.
• Count in the reports. The share of promises kept appears on the overview and in the Collections reports.
• From the portal. A customer can promise a payment date on an invoice in your portal. With Collections on, the promise lands on their case like one taken on the phone (see answer portal requests).
• The credit book keeps its own, simpler promise (one per customer); see note a promise in the credit book.