Payments
Send and collect customer payments
Follow up on customer invoices, resend payment links, charge a saved payment method, or record cash and check payments.
Use this guide after an invoice already exists. You will learn how to find the invoice, understand its status, send or resend the payment email, collect payment, and fix common problems.
This is useful when a customer says they did not receive an invoice, wants to pay by cash or check, has a card or bank account on file, or asks what they still owe.
Before you start
- The customer invoice should already exist. If you still need to create it, start with Create an invoice.
- Make sure the customer record has the correct email address if you plan to email the invoice.
- Confirm the amount due before collecting payment.
- Ask a manager before voiding, recreating, or issuing credits for an invoice.
Open the invoice list
Go to Payments > Invoices.
The Invoices page shows customer invoices your facility sends and vendor invoices your facility receives. Use the Customer tab when you only want to see customer bills.
Find the customer invoice
- Click Customer
On the Invoices page, click Customer near the top of the page.
- Search if the list is long
Use the search box to search by customer name, email address, invoice number, or invoice ID.
- Check the status
Look at the Status column before you take action. The status tells you what should happen next.
- Open the invoice
Click the invoice row, or use the actions menu on the right side of the row.
What customer invoice statuses mean
Draft means the invoice is not final yet. Your team can still review or edit it.
Open means the invoice is ready for payment.
Paid means the invoice has been paid.
Void means the invoice was canceled and can no longer be paid.
Uncollectible means your team does not expect to collect the money.
Waiting for customer means the customer still needs to choose a payment method before the invoice can continue.
Send or resend an invoice email
Use this when the customer did not receive the invoice, lost the email, or needs a fresh payment link.
- Open the invoice
From Payments > Invoices, open the customer invoice.
- Choose the email action
If the invoice is open, click Actions, then choose Resend invoice email.
If the invoice is waiting for the customer to choose a payment method, click Remind customer or Send reminder email.
- Confirm the email
Review the confirmation window. Make sure the customer name looks right, then confirm.
- Watch for the success message
A success message appears when the email is sent.
What success looks like
- The customer receives an email with a link to review or pay the invoice.
- The invoice remains on the Invoices page so your team can track it.
- If the customer pays online, the invoice status updates after payment is processed.
Charge a saved payment method
Use this when the customer has already given your facility permission to charge a saved card or bank account.
- Open an open invoice
Open the customer invoice from Payments > Invoices. The invoice should show Open.
- Click Actions
In the top-right area of the invoice detail page, click Actions.
- Choose Charge payment method on file
Select Charge payment method on file.
- Choose the payment method if more than one appears
If the customer has more than one saved payment method, select the correct one.
- Click Charge now
Review the amount, then click Charge now.
What success looks like
The invoice payment attempt appears in Payments & transactions. If the payment succeeds, the invoice changes to Paid.
Record a cash or check payment
Use this when the customer paid outside the online payment link.
- Open the invoice
Open the customer invoice from Payments > Invoices.
- Choose Mark as paid
If the invoice is still a draft, click Finalize invoice, then choose Mark as paid (cash/check).
If the invoice is already open, click Actions, then choose Mark as paid (cash/check).
- Choose Cash or Check
Select Cash or Check. If you choose check, enter the check number when you have it.
- Confirm the payment amount
Leave the amount blank if the customer paid the full amount, or enter the exact amount collected if your team allows partial payments.
- Choose the payment date
Use today's date, or choose the date when the customer actually paid.
- Mark the invoice paid
Click Mark as paid.
What success looks like
- The invoice status changes to Paid when the full amount is recorded.
- Cash or check details are saved for your team to review later.
- Processing fees are removed when the payment is recorded as cash or check.
Create a payment-ready invoice
When you create a new invoice, choose how the customer should pay before you send it.
Choose Charge on file only when the customer already has a saved payment method and your team has permission to charge it.
Choose Send to customer when the customer should receive an email and pay from the invoice link.
Choose Auto charge on due date when your team wants the system to collect payment later.
Choose Save as draft when a manager should review the invoice first.
Common mistakes to avoid
- Do not resend an invoice before checking that the customer email address is correct.
- Do not charge a saved payment method unless your team has permission from the customer.
- Do not mark an invoice as paid until the cash, check, or outside payment has actually been received.
- Do not void or recreate an invoice without checking with your billing manager.
Troubleshooting
What to do next
After the invoice is paid, no further collection step is needed. If this customer should be billed again on a schedule, use Manage recurring billing instead of creating the same invoice by hand each month.