Invoice Details/ Operations

Invoice: An invoice is a formal document that details the amount owed by a customer and provides a clear record of financial transactions between your business and your customers.

The Invoice Details is useful for the following actions:

Action	How is this useful to me?
Customer Payments	Provides you all customer payments with success/failure details
Past Campaigns	Provides details of past campaign activity for this invoice.
Matching Rulesets	View which rulesets this invoice matches with.
Customer Communication	Provides historical, most recent and upcoming customer communications.
Payment Arrangement Details	Provides on-track/arrears status, repayment schedule and arrangement details
Email/Mobile Validity	Real-time email and mobile number validation status
Invoice Activity	View Timeline of all invoice-related activities/operations Entry/Exit/Day-to-day details of the invoice journey through a campaign Comms extract sent to the customer Narrow down activities by using the activity type search.

Understanding Invoice Statuses

Invoices progress through different statuses during their lifecycle. Each status determines what actions are available and how the system handles collection activities.

Status	Description	Collection Activity
Awaiting Payment	Invoice is outstanding and eligible for active collection	✅ Campaign comms sent ✅ Payment portal accessible
On Payment Plan	Customer has setup a payment arrangement	✅ Scheduled payment reminders ✅ Payment success/failure comms ✅ Customer self-service ❌ No campaign comms

Invoice Operations

List View Operations

These actions are available when viewing your invoice dashboard:

Search & Filter

Search for invoices by customer name, invoice number or status. Use filters to find invoices not assigned to campaigns or based on invoice status.

Export

Export invoice data using status and campaign filters. Note: This extract includes the fields visible in the invoice list view. For detailed automated extracts, Standard Reports/Return files are the recommended approach.

Customer Portal

Preview customer view to see exactly how invoices appear in the customer portal before sending communications.

Direct Communication

Send targeted messages via SMS or email directly to specific customers about their invoices. You can use an existing template or create your own content to send.

Individual Invoice Operations

Customer Payment

Mark As Paid

Use when customers make payments outside the platform (cash, check, bank transfer)
Immediately updates invoice status and stops collection activities
Requires manual verification of payment receipt

Set Minimum Repayment

Establishes weekly minimum payment amounts for customers
Helps customers manage larger invoices through structured payments
Automatically tracks payment progress against the schedule

Cancel Payment arrangement

Used when agents cancels arrangement after discussing with customer.

Customer Comms

Pause/Resume Invoice

Pausing stops all campaign communications, pauses arrangement payments and disables payment portal access
Use for temporary holds due to customer circumstances or disputes
Resuming reactivates normal collection processes
Maintains invoice history and previous campaign progress

Void Invoice

Closes an invoice when collection is no longer needed.
Once voided, ensure invoice is not included in input file or it will re-open the invoice.

Customer Information

Edit Customer Email/Mobile

Update contact information directly from the invoice
Changes apply to the customer record across all invoices
Validates contact information format before saving
Ensure that your ingress customer record does not override this since client's input file is the source of truth.

Best Practices

When to Pause vs. Void

Pause for temporary situations (customer disputes, payment plan negotiations, seasonal businesses)
Void for permanent situations (Once voided on the platform, ensure that this customer record is not included in the client's input file since the client's inout file in the source of truth).

Communication Strategy

Use direct messaging for urgent or sensitive communications
Let automated campaigns handle routine follow-ups for efficiency
Preview customer portal before sending to ensure professional presentation

Status Monitoring

Regularly review On Payment Plan invoices to ensure customers are meeting agreements
Monitor Awaiting Payment invoices for collection effectiveness

💡 Pro Tip: Use the search functionality to quickly identify invoices that haven't been assigned to any campaign, ensuring no invoices fall through the collection process.