My customer claims they have paid but the invoice remains unpaid

Sometimes a customer claims they have paid but you cannot see that the invoice has been paid. This usually means the payment was not correctly matched due to a faulty payment reference. 

If your customer claims they have paid and you cannot see that the invoice is paid the first thing you should do is request the payment receipt from the customer. This can either be a picture of the payment or in writing. The information that needs to be provided is: 

• Date
• Amount
• Payment reference/OCR

Once you have this information this can be forwarded to our support with the correct OCR number. We can then locate and manually allocate the payment to the proper invoice. 

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