Use the Promise to Pay Feature to Delay Collection Events

Use Promise To Pay to temporarily pause Collection messages for delinquent customers who commit to a near-term payment date, reducing manual follow-up while still enforcing your Collections process.

How Promise To Pay Works

1. When a customer commits to paying on a specific near-term date (for example, their next payday), you can record that commitment in their customer card using Promise To Pay.

2. Collection events are paused until the promised-to-pay date. If payment is not received by that date, past-due Collection messages automatically resume and the customer is re-entered into the Collection workflow.

3. Always confirm with your management team how and when to use Promise To Pay so you stay aligned with your organization’s Collections policies.

Delay Collection Events with Promise to Pay

1. Open the relevant customer card for the delinquent customer. Select Promise To Pay (A) to open the Promise To Pay window. If you do not see this option, it may be disabled for your role.

2. In the Promise To Pay window, use Select Date (B) to enter the date the customer promises to pay their balance. You can type the date directly or use the calendar picker. The promised-to-pay date should always be in the very near future.

3. Click Reason (C) to document why the payment is delayed (for example, “waiting for next paycheck” or “temporary billing issue”). Clear notes help your team understand the customer’s situation.

4. Review the promised payment date and reason for accuracy. Select Confirm (D) to save the commitment. Collection events are now paused until the promised-to-pay date you selected.