This procedure explains how to resolve customer inquiries regarding payments not applied to the customer account.

When customers inquire about lost payments or payments that have not been applied to their account, generally one of three things have happened:

    We have misplaced the payment

    We have misapplied the payment

    We cannot find the payment

Check the customers' account in the accounting system to see if the payment has been posted.

Check the current payment batch to see if the payment is waiting to be posted.

Check recently posted batches to see if the payment was misapplied.

Check customer accounts above and below the subject account to see it the payment was misapplied.

Check the mailroom if applicable.

Step 2 - Notify the customer with the results of your investigation

Notify the customer their payment was found. Any late charges should be cancelled. If appropriate, apologize for any inconvenience. Check the customers A/R aging, while you have them on the phone may be a good time to inquire any other past due balances.

If the payment has been misapplied, inform the customer and any late charges should be cancelled. Check the customers A/R aging, while you have them on the phone may be a good time to inquire any other past due balances.

Inform the customer that we have no record of their missing payment. Ask the customer for a copy of the cancelled check or receipt. Check the customers A/R aging, while you have them on the phone may be a good time to inquire any other past due balances.

No additional action is necessary.

The controller makes/reviews all A/R adjustments. Contact the controller for instructions.

Wait for the customer to provide the additional documentation requested above.