--- title: "Handle a payment reported by a customer" canonical: https://www.billabex.com/en/help/agent-collections/handle-reported-payment/ lang: en alternate: https://www.billabex.com/nl/hulp/agent-debiteurenbeheer/aangekondigde-betaling-behandelen.md alternates: nl: https://www.billabex.com/nl/hulp/agent-debiteurenbeheer/aangekondigde-betaling-behandelen.md es: https://www.billabex.com/es/ayuda/agente-cobros/gestionar-un-pago-anunciado-por-un-cliente.md it: https://www.billabex.com/it/assistenza/agente-recupero-crediti/gestire-pagamento-annunciato.md en: https://www.billabex.com/en/help/agent-collections/handle-reported-payment.md pl: https://www.billabex.com/pl/pomoc/agent-windykacja/obsluz-zapowiedziana-platnosc.md fr: https://www.billabex.com/fr/aide/agent-recouvrement/traiter-paiement-annonce.md pt: https://www.billabex.com/pt/ajuda/agente-cobrancas/tratar-pagamento-anunciado.md de: https://www.billabex.com/de/hilfe/agent-forderungsmanagement/von-einem-kunden-angekuendigte-zahlung-bearbeiten.md updated: 2026-11-09 index: https://www.billabex.com/llms.txt --- # Handle a payment reported by a customer

In short

A reported payment is a payment the customer says they have already made, not to be confused with a promise of a future payment. It holds reminders on the invoices concerned until you decide. The Check an announced payment task and the customer page’s Reported payments line offer the same control: fully received, partly received, not received, or another situation.

## Expected result The decision is recorded with your name and date, and reminders resume or stay paused according to what you found. ## Before you start - Check that the payment arrived on your bank statement or in your billing software. - Identify the invoices concerned and the payment reference. When the customer reports a payment by email, the agent’s acknowledgment asks once for this reference and the invoices covered. ## Procedure 1. Open the **Check an announced payment** task, or the customer page, **Overview** tab, **Customer commitments** section, **Reported payments** line, then **View details**. 2. Read the report: date, **Reported amount**, invoices and amounts already recorded. Tell the reported amount apart from the invoice total. If proof is mentioned, use **See the exchange** to open it in the customer’s messages. 3. Under **Decision on this payment**, choose **Full announced amount received**, **Part of the announced amount received** or **Not received**. **Other situation** also shows **Resume reminders without confirming receipt**, **Credit note applied**, **Invoices settled** and **Report withdrawn**. 4. For a partial receipt, the **Amounts recorded on the invoices** section shows the total paid and the remaining amount of each invoice. Correct them with **Edit the total paid**; for a synchronized invoice, record the payment in your billing software. 5. Read the consequence shown, add a **Comment (optional)** if needed, then click the button that names what follows, for example **Confirm, reminders stay paused** or **Confirm and resume reminders**. To enter a payment reported by phone yourself, use **The customer says they already paid** in the same line. A future date is refused there: record a future payment instead. ## What Billabex does No decision changes an invoice. **Full announced amount received** confirms receipt of the reported amount, which may be a deposit, without saying the invoices are settled. The payment still has to be [recorded on the invoices](https://www.billabex.com/en/help/customer-accounts-documents/correct-paid-amount-manual-invoice/): the **What is left to do** section lists each one with its remaining amount. Until then, reminders stay paused. If an invoice is still unpaid on the date shown, a new check is requested. The check closes on its own once the recorded amounts cover the report. **Part of the announced amount received** resumes reminders on the current remaining balance, without thanking the customer for a full payment. **Not received** lifts the hold on the invoices concerned. Without a comment, a factual note is recorded in your name. After a receipt has been confirmed, **Payment not received after all, or another situation** lets you correct the decision. If the customer reports the same payment a second time, the report is attached to the declaration already open and appears under **Repeated announcements**, with its date and origin. A decision remains visible in the task, even after it closes. This task cannot be canceled: it ends with a decision. For example, for a reported 300 € deposit on a 1,000 € invoice, your receipt confirmation and a recorded total paid of 300 € complete this check. The remaining 700 € stays due and follows the usual reminder rules. Recorded amounts alone never replace your receipt check. Once recorded on the invoices, the payment enters [monthly collections tracking](https://www.billabex.com/en/help/reporting-analytics/track-collections/). ## If the result is not what you expected - **The page says a reported payment is still waiting for your decision and no task asks for it anymore**: reminders stay held with no time limit. Settle it in the customer’s reported payments. - **“Part of the announced amount received” is refused**: each invoice must be found on the customer, in its currency, carry a positive paid amount and keep a remaining amount due. - **Reminders do not resume after a full receipt**: this is expected until the payment is recorded on the invoices, in Billabex or in your billing software. - **The customer is talking about a future payment**: record a future payment, not a reported payment. - **The customer says they pay by direct debit**: check [the payment method set on their page](https://www.billabex.com/en/help/customer-accounts-documents/set-account-payment-method/), which drives the first reminder rule.