Payment Confirmation & Extensions — Agent Routine
Internal · Updated June 2026
What this article covers
How to handle customer contacts about payments — confirming received payments, crossed reminders, payment extensions, and bank detail requests.
Accepted payment methods
- Credit/debit card (online checkout or payment link)
- Bank transfer (invoice customers)
- Invoice with agreed payment terms (B2B)
Quick reference — what to do
| Situation | Action |
|---|---|
| Customer says they have paid | Mark as paid, confirm to customer — no proof needed upfront |
| Reminder crossed with payment | Reassure customer, mark as resolved |
| Customer requests up to 1 week extension | Grant directly, confirm new due date |
| Customer requests more than 1 week extension | Escalate to Finance Escalations |
| Customer asks for bank details | See Bank Account Information article — verify identity first |
| Payment not reflected after 3+ business days | Escalate to Finance Escalations |
Customer confirms they have paid
The most common scenario — customer replies to a reminder saying the invoice is already paid. Reply reassuringly, do not ask for proof of payment as a first step.
Suggested reply (EN):
"Thank you for letting us know. The invoice has been registered as paid and the reminder crossed with your payment. No further action is needed."
Suggested reply (DE):
"Die Rechnung ist als bezahlt hinterlegt. Die Mahnung scheint sich mit der Überweisung überschnitten zu haben. Sie können diese als gegenstandslos betrachten."
Suggested reply (SE):
"Tack för ditt mejl. Vi har registrerat betalningen och fakturan är nu markerad som betald. Påminnelsen korsade sig med din betalning — du kan bortse från den."
Internal note for Max:
Customer has confirmed payment of invoice [INVOICE NO]. Invoice marked as paid. Reminder crossed with payment. No further action needed.
Customer requests a payment extension
- Up to 1 week — grant directly without escalation and confirm the new due date to the customer.
- More than 1 week — escalate to Finance Escalations.
Suggested reply (UK):
"We sent the invoice when your order left us on [DATE] and our payment terms are [X] days. I have extended the due date by one week to give you some extra time to process the payment."
Suggested reply (SE):
"Vi skickade fakturan i samband med att ordern lämnade oss [DATE] och vi har [X] dagars betalningsvillkor. Jag har hjälpt er att skjuta på det ytterligare en vecka i detta fallet så ni hinner hantera fakturan."
Internal note for Max:
Customer requests payment extension for invoice [INVOICE NO]. Extension of 1 week granted. New due date: [DATE]. No escalation needed.
Customer asks for bank details
Refer to the Bank Account Information article (Billing & Finance → Bank Account Information) for the correct bank details per country.