Payment status tells you whether a document still needs collection, has been partially paid, is processing, or has been settled. Troubleshoot from the document first so you do not contact a customer with stale information.

What this guide helps you do

• Read payment state on invoices, credits, refunds, and vendor bills.
• Find whether a manual payment, credit note, portal payment, or refund changed the balance.
• Use AI to summarize the visible history before taking action.

Before you start

• Open the exact document, not only the dashboard row.
• Know whether the payment came through the customer portal, a manual record, a credit note, or a refund.
• Have permission to view Money details for the organization.

Do it manually

1. Open Money and find the document.
2. Open the document drawer and review workflow status and payment status separately.
3. Check payment applications, credits, refunds, and balance due.
4. Review recent activity and timestamps.
5. If needed, refresh Money and compare the document to Customer 360 activity.
6. Choose the next safe action: wait, record a manual payment, send a reminder, apply a credit, or escalate.

Ask Faster AI

• Explain why this invoice is still marked partial and list the payments, credits, and refunds that affect it.
• Review this payment status and suggest what I should verify before contacting the customer.
• Find invoices that changed status today and summarize anything that may need follow-up.

Review before saving, sending, paying, or refunding

• Check amount and currency before applying credits or recording payments.
• Do not refund from a summary alone; open the payment or application first.
• If a payment is processing, avoid duplicate collection attempts unless the system says retry is safe.

Common issues and fixes

• If the status looks stale, refresh the document and check sync health.
• If a manual payment was entered incorrectly, use adjustment or refund guidance instead of overwriting history.
• If a customer says they paid but Money does not show it, collect receipt details and investigate before sending another reminder.

Placeholder media

• Screenshot placeholder: add an annotated screenshot of troubleshoot payment status with customer names, amounts, account details, and private notes blurred.
• Video placeholder: add a short walkthrough that starts from the Money workspace, shows the manual path, then shows the review step before anything is sent, paid, refunded, or published.

Related help

• Record a manual payment
• Apply a credit note
• Issue refunds or adjustments