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  3. What do I need to do if a customer has received a restriction notification and they have advised us they have paid?
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  2. Lockout & Eviction
  3. What do I need to do if a customer has received a restriction notification and they have advised us they have paid?

What do I need to do if a customer has received a restriction notification and they have advised us they have paid?

If the customer has paid their invoices and you have been asked to evict or lock them out, then you will need to ensure you have a proof of payment from the customer first (a bank receipt clearly showing a completed transaction to our bank account with full details visible). If you have a valid proof of payment, you can click on the ‘Provided Proof of Payment‘ button in the Lockout/Eviction notification.

If 5 business days have passed from the completed payment date indicated on the customer’s receipt, and you still see the invoice(s) in question as unpaid, then you should raise a payment allocation task via TeamHub > Company > Log a task > Payment allocation attaching the customer’s proof of payment (in case it does not show at all on their statement of account) or referring to the payment by date and amount if it already visible on the statement, but the invoice still shows as unpaid.

If the customer’s services are already restricted, then you need to send the proof of payment to the Reinstatements Team (reinstatements@regus.com) – to have the customer’s services unrestricted and to restart the invoicing. Should there be a need to allocate the received payment manually, please follow the guidance in the previous paragraph.

Reference : Review the Helping customers to pay and Service Restriction, Lockout and Eviction information on the IWG Academy.

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