--- 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/fr/aide/agent-recouvrement/traiter-paiement-annonce.md updated: 2026-09-29 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 payment check task and the account’s Reported payments line offer the same control: received, partly received, not received, or another situation.

## Expected result The decision is recorded with your name and date, and reminders resume or stay held according to what you found. ## Before you start - Check that the payment arrived, on your bank statement or in your invoicing software. - Identify the invoices concerned and the payment reference. When a customer reports a payment by email, the agent’s acknowledgement asks them once for this reference and the invoices it covers. ## Procedure 1. Open the task titled **Vérifier un paiement annoncé**, or the account record, **Overview** tab, **Reported payments** line in the follow-up section. 2. Read the report: date, reported amount, invoices and paid amounts already recorded. Distinguish the reported amount from the invoice total. When proof is flagged, use **See the exchange** to open it in the account communications. 3. Choose a decision: **Received**, **Partly received** or **Not received**. **Other situation** also offers **Credit note applied**, **Invoices settled**, **Report withdrawn** and **Resume reminders without confirming receipt**. 4. For **Partly received**, first set the **Total paid on this invoice** for each invoice concerned with **Edit the total paid**, then come back to the decision. 5. Read the consequence shown, add a **Comment (optional)** if needed, then click the **Record** button that names your decision. To enter a payment reported over the phone yourself, use **Add a payment report** on the same account line. A future date is refused there: enter a payment promise instead. ## What Billabex does No decision changes an invoice. **Received** confirms receipt of the reported amount, which may be an installment. The check can finish without settling the whole invoice when recorded paid amounts cover the report, in the account currency, with every invoice identified and no other report overlapping those invoices. Otherwise, reminders stay held until the necessary update or clarification. **Partly received** resumes reminders on the balance still owed, without thanking the customer for a full payment. **Not received** releases the hold on the invoices concerned. Without a comment, a factual note is recorded under your name. 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 source. A decision stays visible in the task, even once closed. This task cannot be canceled: it ends with a decision. For example, for a reported €300 installment on a €1,000 invoice, your receipt confirmation and a recorded paid total of €300 can finish this check. The remaining €700 stays due and follows the payment schedule and other reminder rules. Recorded amounts alone never replace your receipt check. ## If the result is not what you expected - **The record 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 account’s reported payments. - **“Partly received” is refused**: every invoice must be found on the account, carry a positive paid amount and keep a balance due. - **Reminders do not resume after “Received”**: update the invoices’ paid amount, in Billabex or in your invoicing tool for a synced invoice. - **The customer talks about a future payment**: record a payment promise, not a reported payment.