What good looks like
Payments needing attention have a documented resolution and invoice, processor, refund, and posting states agree.
Have these details ready
- Access to payment reconciliation and processor/accounting context
- The affected invoices and payment references
- Authority to correct applications or route exceptions
Run the workflow
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Review dashboard exceptions
Start with payments needing attention, stale processor items, failed refunds, unapplied receipts, and status mismatches.
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Trace the transaction
Match amount, date, customer, invoice, payment method, processor ID, settlement/refund status, and accounting posting.
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Identify the mismatch
Distinguish timing delay, duplicate, failed/refunded event, wrong invoice application, chargeback, or manual-entry error.
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Use the supported resolution
Refresh status, apply/unapply, correct reference, route refund follow-up, or create an accounting remediation item as appropriate. Do not delete evidence.
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Verify both sides
Reload the dashboard and affected invoice/payment. Confirm the exception cleared for the right reason and balances remain correct.
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Record recurring causes
When failures repeat, create an owner and corrective action for configuration, training, processor, or integration issues.
Check your work
Do not call the workflow complete until these statements are true.
- Each cleared exception has a verifiable resolution
- No payment was duplicated or hidden
- Invoice and processor/accounting statuses agree
If something does not look right
The processor is delayed
Leave the item open with timing context and recheck after the normal settlement window; do not record a second payment.
The payment belongs to another invoice
Use supported reapplication controls and verify both invoice balances and history afterward.