A customer pays €300 against a €500 invoice. You match the payment to the invoice and still need to find out when the remaining €200 will arrive. Start by asking what the payment covers.
Check how the payment was applied
Compare the payment amount, date and reference with the invoice number. If the transfer covers several invoices, ask for the remittance details before allocating it. Check for any agreed credit or adjustment before you calculate the balance. Keep a note of what was paid and what remains open.
Ask one question about the balance
Subject: Remaining €200 on invoice INV-1042
Hi Alex,
Thanks for the €300 payment on invoice INV-1042. We’ve applied it to the €500 invoice, leaving €200 outstanding. Could you confirm when the remaining €200 is scheduled, or let me know if there’s a deduction we should check?
Thanks,
Sam
Record the reply alongside the invoice
If the customer gives you a payment date, record it and set a follow-up for that date. If they mention a deduction, ask which line or credit it relates to and give them a date for your reply. Once the balance reaches zero in your records, send a short confirmation and close the follow-up.
FieldDue’s English email pack covers this scenario along with missing approvals, missed payment dates and three other common situations. You can get the full pack for €0 or choose to pay more.