Review a Customer Finance Record

A customer finance review turns a portfolio signal into an evidence-backed next action. Use the customer record to separate open billing value from collected cash, check payment behavior, understand relationship context, and leave a clear owner and task.

Before You Start

• Select the correct team.
• Know the customer name, invoice number, or primary email.
• Have access to Customers and Invoices.
• Decide which question you need to answer: collection follow-up, payment risk, revenue concentration, or forecast impact.
• Treat customer MRR, ARR, engagement, and risk as derived signals that require invoice verification.

1. Start From the Portfolio Signal

Open Customers and identify why the account needs review.

Useful starting points include:

• Outstanding for total unpaid and overdue exposure
• Overdue for past-due exposure
• At risk for payment-health concerns
• Top revenue client for concentration review
• DSO for payment-speed context
• Collections for at-risk customers and AR aging
• Unpaid for customers with unpaid or overdue invoices
• Paid for customers with at least one paid invoice

Select the customer's name to open the full record. Use the compact sheet only for a quick identity, revenue, and payment-health check.

2. Confirm the Customer Identity

Before interpreting financial data, verify:

• customer name
• primary and billing emails
• contact person
• address and country
• tax or VAT number when relevant
• tags
• customer age

Duplicate customers are allowed. If the account has an unexpectedly short history or missing invoices, search again by email and name before concluding that the data is incomplete.

3. Reconcile the Headline Amounts

The customer workspace uses different financial definitions in different places.

Draft, scheduled, and canceled invoices are excluded from these customer-level financial totals.

Do not label the full-record total as cash collected. Calculate collected cash from paid invoices and payment records.

4. Inspect the Invoice Evidence

Select Invoices in the customer record.

For each relevant invoice, check:

• invoice number
• amount and currency
• status
• issue and due dates
• paid date when present

Select the invoice to open its details. The customer tab initially includes up to 10 invoices. Choose View All to continue in Invoices when the account has a longer history.

For collection follow-up

Focus on unpaid and overdue invoices. Confirm that:

• the invoice is not a draft or canceled record
• the due date supports the overdue state
• recorded payments and credits agree with the remaining balance
• a recent reminder or promise does not make another message inappropriate

Choose Chase overdue only after this review. It opens the customer's overdue invoice queue; it does not send a message by itself.

For revenue review

Separate paid invoice value from open invoice value. A customer can rank highly by paid revenue while still carrying overdue exposure.

For forecast review

Use due dates, payment history, and documented promises rather than the customer-level total alone. The customer record does not provide a committed cash date.

5. Evaluate Payment Behavior

The compact sheet can show:

• payment-health score from 0 to 100
• risk band
• on-time payment rate

The section is absent when there is no scoreable payment history.

Use the signal to prioritize review, then verify the invoice and communication history. A risk band is not a substitute for a dispute note, payment promise, or customer conversation.

6. Treat MRR and ARR as Estimates

The record estimates MRR from paid invoice amounts and displays ARR as 12 times that monthly estimate.

• Multiple paid invoices use their average amount.
• A single paid invoice becomes the monthly estimate.
• The calculation does not verify a monthly subscription cadence.

For quarterly, annual, usage-based, or one-time invoices, calculate the recurring value using the underlying contract instead of copying the displayed estimate into a forecast.

7. Check Currency Before Comparing Totals

Customer-level analytics do not consolidate currencies with exchange rates.

If invoices use more than one currency:

1. Open the invoice list.
2. Group the relevant invoices by currency.
3. Reconcile each group independently.
4. Apply your approved conversion source outside the customer record if a base-currency view is required.

Do not add displayed amounts from different currencies as though they were the same unit.

8. Read Communication and Relationship Context

Emails

Open Emails to review recorded collection communications. Check the subject, recipients, message state, channel, body preview, and timestamp.

The tab does not contain every message from an external mailbox. Compare it with invoice activity when a conversation seems missing.

Activity

Open Activity to review recorded customer-related events. Use timestamps to understand sequence, but do not assume the timeline is a complete audit log of all work.

Notes

Open Notes and look for:

• dispute details
• promised payment dates
• relationship sensitivities
• negotiated terms
• escalation decisions
• an accountable owner

If the decision is not documented, add a note before closing the review.

Files

Open Files for contracts, supporting documents, and invoice files. Download the source document when its terms affect a collection or forecast decision.

9. Record the Next Action

Use a note for the decision and a task for the work.

Write the note

Include:

• what was reviewed
• the conclusion
• the amount and currency at issue
• any promised date or exception
• the task owner
• when the account should be reviewed again

Select Save note and verify its timestamp.

Create the task

1. Select Tasks.
2. Enter a concise action title.
3. Add supporting detail and a due date.
4. Select Add task.
5. Confirm it starts in To do.

Advance the task to In progress when work begins and Done when the customer or invoice record confirms completion.

10. Verify the Review Outcome

Before leaving the customer record, confirm:

• the correct team and customer were reviewed
• paid and open invoice values were separated
• currency was explicit
• the invoice status and balance were checked
• the latest communication was considered
• relationship exceptions were documented
• a task has an owner and due date
• any collection action is being taken from the correct invoice

Review Patterns

Routine unpaid invoice

1. Confirm the due date and remaining balance.
2. Review recent email activity.
3. Open the invoice.
4. Send or schedule the supported reminder.
5. Add a note and task if further follow-up is needed.

Sensitive or disputed account

1. Read notes, files, and communication history first.
2. Confirm the dispute and decision owner.
3. Avoid starting automated follow-up without checking the account policy.
4. Add a dated task for the human response.

Forecast-impacting account

1. Separate paid, unpaid, and overdue value by currency.
2. Review past payment timing and current risk.
3. Confirm any promise or exception in notes.
4. Update the forecast through the finance workflow, not by changing the customer record.

Revenue-concentration account

1. Compare paid revenue with total team revenue.
2. Review outstanding and overdue exposure.
3. Check whether the displayed recurring estimates fit the contract.
4. Record relationship or renewal risk in a note and task.

Troubleshooting

The customer has no payment-health section

There is not enough scoreable history. Review invoice dates, statuses, and payments directly.

Total Spend is larger than paid revenue

The total includes unpaid and overdue invoice amounts. Use the paid invoice rows to measure collected or recognized value according to your accounting policy.

The Invoices tab looks incomplete

It initially shows up to 10 invoices. Choose View All and use the customer filter in Invoices.

MRR or ARR does not match the contract

The values are heuristic estimates from paid invoices. Calculate contract-normalized recurring revenue separately.

The account uses multiple currencies

Review invoices by currency. Customer analytics do not apply a consolidated exchange-rate conversion.

A note or task was deleted

The record-level delete action is immediate and has no restore control. Recreate the information from an authoritative source if available.

Related Pages

• Customer Records
• Customers
• Customer Lifecycle
• Create and Manage Customers
• Invoices
• Invoice Collection Workflow
• Manage the Invoice Lifecycle