Receiving Client Payments

What each client owes, how late it is, and recording the payments they send you

Sending an invoice closes the ticket as Invoiced. That means the invoice went out, not that your client paid it. Receive Payments is where you keep track of the money coming in: what each client still owes, how late it is, and every payment they've sent you.

Who can use it

Seeing payments takes the View Payments permission, and recording them takes Record Payments. By default that's the Owner, Admins and Accounting users. Project Managers don't see payments unless the Owner turns these on in User Management → Role Permissions.

Finding it

Go to Accounting → Receive Payments and open the Payments tab. It has two views:

• Invoices: every invoice your clients still owe on (Open), or every invoice (All). Each row shows the amount due, what's been paid, the balance, the due date and how late it is. The total owed to you, and how much of it is overdue, sits above the list.

• Payments Received: every payment you've recorded, which invoices it paid, and any amount not yet applied.

The dashboard's Financials card shows the same invoices under Client Payments Due, with Overdue and All Open tabs.

Due dates and terms

Each invoice has its own Terms, filled in from the client's payment terms when you send it. Blank terms mean the invoice is due on receipt. The due date is the invoice date plus the terms. To change them on an invoice that's already out, open the row's menu and choose Change Terms.

An invoice is late the day after its due date. Late invoices are grouped as 1–30, 31–60, 61–90 and 90+ days late.

Recording a payment

1. Click Record Payment (or choose Record Payment on an invoice's row, which starts with that invoice filled in).

2. Choose the Client, then enter the Amount received, the Date received, the Method and the Reference / check #.

3. Under Apply to invoices, enter how much goes to each of that client's open invoices. Apply oldest first fills them in for you, oldest due date first.

4. Click Record Payment.

One check can pay several invoices, and a payment can cover part of an invoice. An invoice that's partly paid shows Partially Paid with its remaining balance, and stays on the list until the rest comes in.

When the client pays more or less than the invoice

If a payment doesn't match the invoice it's for, you decide what it means. Nothing is written off automatically.

• Paid less: leave the rest open (the client may still pay it), or adjust the invoice down to match what was paid. Adjust it when the client refused part of the bill and you've agreed to drop it.

• Paid more: keep the extra as a credit for that client, or adjust the invoice up to match. Adjust it when the client paid for something that was left off the invoice. To put the extra on another invoice instead, type an amount on that invoice in the same payment.

An adjustment is added to the invoice as an Adjustment line with the reason you give, so the invoice, its total and your reports all agree. It doesn't change the client's rates or the site visit's rate. You can tick the option to open the corrected invoice afterwards and email it to the client; it's off by default. To change more than the total, choose Or edit the full invoice instead to open the invoice itself.

You can also adjust an invoice on its own: open its row's menu and choose Adjust Invoice.

Credits

Money that isn't applied to an invoice is held as an Unapplied Credit on the payment. When the client has another invoice, open the payment's menu on Payments Received and choose Apply Credit.

Fixing a payment

• Edit Payment: correct the amount, date, method, reference, memo or how it's split. Every change is kept in the payment's History, with who made it and what it was before.

• Void Payment: for a check that bounced or a payment that never happened. You give a reason, the invoices it paid reopen, and the payment stays on the list marked voided.

Invoices paid before you started recording payments

Older invoices show as unpaid until you record their payments. On the Invoices view, tick the ones your clients already paid and choose Mark Paid. Each one gets a payment for its remaining balance, dated with the invoice date unless you pick a date. QuickBooks invoices don't need this and can't be ticked: their payments come from QuickBooks.

Invoices you sent outside ServiceEnvoy

If you invoiced the client from another system, use Ticket Actions → Mark Invoiced on the ticket and fill in the invoice number, amount, date and terms. The invoice then appears here so you can record its payment. If you leave the amount blank, there's nothing to track here and the ticket simply reads Invoiced.

Settled tickets

A ticket is Settled once your client has paid its invoice and every outside technician on it has been paid. Until then it reads Awaiting Client Payment, Awaiting Tech Payment, or both. You'll see it on the ticket, on each of its site visits, and in the Settled column of the Tickets list, which you can filter. Your own employees are paid through payroll, so they don't hold a ticket open.

Invoices that were never sent

Only invoices that reached your client (emailed, sent to QuickBooks, or marked invoiced) count as owed. An invoice that was only saved isn't listed, and saving one no longer marks the ticket Invoiced. If a ticket reads Invoiced but its invoice never reached the client or QuickBooks, a warning appears at the top of this page listing those tickets, and you get a notification and an email about each one. Open the ticket and send its invoice.

QuickBooks

If your company is connected to QuickBooks, invoices you send to QuickBooks are marked In QuickBooks on the list, and their payments stay matched in both places:

• Payments made in QuickBooks show up here. ServiceEnvoy reads QuickBooks every night. To read it now, click Refresh from QuickBooks above the list; the time of the last refresh is shown beside it.

• Payments you record here go to QuickBooks. Record a payment on a QuickBooks invoice and it is saved in QuickBooks too, deposited to the account you pick in Deposit to (Undeposited Funds unless you choose another). Editing or voiding the payment here changes it in QuickBooks as well. If QuickBooks doesn't accept the change, nothing is saved here either, so the two never disagree.

• Adjusting a QuickBooks invoice adds the same Adjustment line to the invoice in QuickBooks.

• One payment can pay QuickBooks invoices or invoices that aren't in QuickBooks, but not both. Record those separately.

For a QuickBooks invoice, the amount due is the invoice total in QuickBooks. A platform's fee is already booked in QuickBooks as its own expense, so the platform's payment closes the whole invoice there.

If both sides changed the same payment, QuickBooks wins: the next refresh brings ServiceEnvoy in line, and the payment's History shows Updated from QuickBooks with what changed. If the payments here ever don't add up to QuickBooks' balance for an invoice (for example, a credit memo applied in QuickBooks), the invoice shows QuickBooks says with QuickBooks' balance, so you can check it there.

Invoices made directly in QuickBooks, with no ticket in ServiceEnvoy, aren't listed one by one. Their open total is shown above the list and on the dashboard's Financials card, so your totals still match QuickBooks' A/R report. An invoice just sent to QuickBooks may briefly show Awaiting QuickBooks Sync until it has been read.