Track payments you expect to receive from customers. Expected payments help with cash flow forecasting, control what customers see when paying through MyAccount, and provide payment details for customer correspondence.
Key Use Cases
Cash flow forecasting: See what payments are due and when, helping you plan your finances.
MyAccount payment control: When a customer pays through MyAccount, the system can show the expected payment amount instead of their full outstanding balance. This is useful when you want customers to pay a specific amount rather than their entire debt.
Customer correspondence: Include payment details in emails and letters using template variables. The system automatically formats amounts, dates, and payment instructions.
Adding an Expected Payment
- View the customer’s account
- Go to Add menu > Expected Payment
- Enter the payment details:
- Amount: How much you expect to receive
- Expected Date: When you expect the payment
- Expected Payment Type: Category for this payment (optional)
- Add any references for tracking (optional)
- If collecting by direct debit or card, select the account or card
- Click Save
Understanding Expected Payment Status
Expected payments have two states:
Open: The payment hasn’t arrived yet. The payment shows in the customer’s expected payments list and can affect what they see on MyAccount payment pages.
Matched: A payment has been received and linked to this expected payment. The By Payment field shows which payment fulfilled the expectation.
Using Expected Payments in Correspondence
When sending emails or letters to customers, you can include expected payment details using template variables. The system replaces these with the actual values when generating the correspondence.
Available Template Variables
| Variable | Description |
|---|---|
%(expectedPaymentDate) | The due date, formatted for display |
%(expectedPaymentDueDate) | Same as above |
%(expectedPaymentDueBy) | Human-readable status: “due by [date]”, “due immediately”, or “overdue” |
%(expectedPaymentAmount) | The amount with currency symbol (e.g., £150.00) |
%(expectedPaymentMethod) | The payment type name |
%(expectedPaymentType) | Same as above |
%(expectedPaymentMessage) | Custom message based on the payment type |
%(expectedPaymentInstructions) | Payment method instructions |
Example Usage
A payment reminder template might include:
Payment of %(expectedPaymentAmount) is %(expectedPaymentDueBy).
%(expectedPaymentInstructions)
Which renders as:
Payment of £150.00 is due by 15th January 2025.
Please pay by bank transfer to: Sort code 12-34-56, Account 12345678
MyAccount Payment Collection
When customers pay through MyAccount, the system normally shows their total outstanding balance. Expected payments can override this.
How It Works
- The system checks for expected payments due within the next few days
- If found, it shows that amount instead of the total balance
- Customers pay the expected amount rather than everything they owe
This is useful when:
- You’ve agreed a payment plan with the customer
- You want to collect a deposit before the full balance
- The customer is paying in instalments
Priority Rules
The system prioritises expected payments by due date:
- Payments due within 2 days take highest priority
- Payments due within 16 days take second priority
- If no expected payments exist, the system shows the normal outstanding balance
Direct Debit Account Selection
If an expected payment has a linked direct debit account, that account appears first in selection dropdowns on payment pages.
Viewing Expected Payments
From the Customer
- View the customer’s account
- Click Expected Payments in the left menu
The list shows all open expected payments. Use the filter options to include matched payments.
From a Payment
When viewing a payment that matched an expected payment, the expected payment link appears in the payment details.
Managing Expected Payments
Editing an Expected Payment
- View the expected payment
- Click Edit
- Make your changes
- Click Save
You can edit open expected payments freely. Once matched, you can still update references and notes but not the core payment details.
Deleting an Expected Payment
- View the expected payment
- Click Actions menu > Delete
Only delete expected payments that were created in error. If a customer’s circumstances change, consider updating the expected date instead.
Field Reference
Best Practices
Set Realistic Due Dates
Choose expected dates that match when you genuinely expect to receive the money. This keeps your cash flow forecasting accurate and ensures MyAccount shows the right amounts at the right time.
Use Payment Types for Categorisation
Create expected payment types to categorise different kinds of payments: deposits, instalments, final payments, and so on. This helps with reporting and lets you set up type-specific messages for correspondence.
Link to Payment Methods
When you know how the customer will pay, link the expected payment to their direct debit account or payment card. This:
- Prioritises that account in MyAccount selection dropdowns
- Makes it easier to match payments when they arrive
- Enables automatic collection if your payment integration supports it
Review Unmatched Expected Payments
Regularly check for expected payments that have passed their due date without being matched. These might indicate:
- Missed payments that need chasing
- Payments that arrived but weren’t linked correctly
- Expected payments that should be updated or removed