Sometimes payments cross in the post, go to the wrong account or are not matched to the right invoice. Before chasing further, check whether a payment has arrived.
Ask for the amount and date of payment, who it was paid to, the bank reference or remittance advice, and which invoices it was for. A screenshot without a date or amount may not be enough.
If the customer paid you directly while we are handling the account, tell us promptly with the amount, date and the invoice it covers. Existing clients can log it in the Client Portal or contact their case handler.
Once a payment is confirmed, the balance is reduced or the account closes. If it cannot be matched, the remaining balance is explained.
