In order to help us correct errors or track missing payments, please share:
remittance advice for all invoices that you believe are paid. Please ensure the remittance advice clearly states the value and date of the payment
your account statement highlighting the payments and allocations for the disputed period
We will review this information and then, depending on our findings, will:
adjust our records to match yours and send you an updated statement of account
If a payment has not been received by us, we will let you know and you can conduct an investigation
How to avoid misallocations:
always share remittance advice once payment has been made
include the billing account name and invoice number in the memo field of your payment transaction
pay the correct amount for your invoices, paying close attention to any credit notes and the currency of your invoices as well as any bank fees which you are eligible to pay.
Make note of your intent to pay via your customer portal