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  3. How do I get customer payments allocated to their account so that they don’t get late payment fees?

How do I get customer payments allocated to their account so that they don’t get late payment fees?

If a customer provides proof that they have paid but the invoice is still showing as ‘unpaid’ status on their account, you can upload their payment remittance to TeamHub so that the payment is allocated.

Please use the TeamHub journey:

  • Go to the Centre section and use the banner at the top to select the centre that the customer’s payment needs to be allocated to.
  • Go to the Company and use the banner at the top to select the customer.
  • Select ‘Log a task’
  • Select ‘Payment allocation’
  • Fill in all required fields in order to continue (if any of the required fields are missing then you won’t be able to proceed, e.g. you must attach proof of payment and specify which invoice/s the payment relates to).
  • Click ‘Continue’ to submit the request
  • This will log a ticket to the GSC to process, you can track progress via Centre > View all tickets.

NOTE – If no ticket is created following these steps, or all required fields are filled in and the journey can’t continue please log an IT ticket.

References:
Late fees help sheet on IWG Academy

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