--- 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: 2026-09-27 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, when proof is flagged, **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 **Other situation** also offers **Credit note applied**, **Invoices settled**, **Report withdrawn** and **Resume reminders without confirming receipt**. 4.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: if the invoices are not settled yet, reminders stay held until they are updated. **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. ## 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.