Understand payment status and Stop-on-Paid

Check an invoice

1. Open Invoices (or Records) and select the invoice, or open a case and select it from the Invoices tab.
2. Review Status, Operational state, Source, Invoice total, Outstanding, Due, and Updated. An unavailable balance needs investigation; it does not mean zero is owed.
3. Review the invoice timeline for payment and sync activity. Compare the record with your accounting or payment source if anything is unexpected.
4. For connected accounting data, correct or confirm payment in the source system, request a sync, and check the resulting status in MarkPaid.

How Stop-on-Paid works

When MarkPaid confirms an invoice is paid, follow-up for that paid invoice stops. Paid is a terminal state: a later retry or sync must not restart collection on it. MarkPaid checks current payment and follow-up state before sending.

Payment detection depends on current, verified information. If a customer says they have paid but the invoice still appears open, pause the relevant follow-up and verify the payment. Do not send another reminder while the discrepancy is unresolved.

A payment that is processing or awaiting review is not confirmed paid. Where Connected Payments is enabled, a checkout return page alone does not establish payment; the verified provider confirmation must be reconciled.

Use financial actions carefully

• Only use Mark paid after verifying payment and reviewing the confirmation dialog. Do not use it simply to dismiss a case or suppress a reminder.
• If a paid status appears incorrect, contact support with the invoice reference and source records. Do not create a duplicate invoice to resume follow-up.
• Connected payment links appear only for eligible accounts and authorized users. Their absence does not prevent you from reviewing invoices and their source payment status.