A list of all customer payment commitments across your collection cases — showing each promise status, due date, and the amount the customer agreed to pay.
Overview
The Promises to Pay page gives a consolidated view of every payment commitment recorded against your collection cases. Each row is a single promise — created either from the Collections Queue, a Case Details page, or directly from this page. Use the KPI cards to assess whether promises are being kept or broken, then filter and sort the list to focus on promises that are overdue, due this week, or at risk. Click the Promise ID to open the promise detail record, or click the Case Number to navigate directly to the linked case.
Key Features
Feature | Description |
KPI Summary Cards | Three cards — Active Promises (count and total value), Broken Promises (count and amount at risk), and Due This Week (count and expected receipts). All update with your current filter state. |
Search Bar | Search across customer name, account number, and case number. |
Currency Toggle | Switch between Promise Currency and Base Currency for cross-currency comparisons. |
Filters Panel | Filter by Status (multi-select), Assigned User, Currency (multi-select), and Created At date range. A Quick Filters section contains the Due Today checkbox. |
Column Configuration | Show/hide any of the 17 available columns, reorder, resize, and pin columns. |
Sortable Columns | Click any column header. Default sort is Promise Date ascending. |
Row Navigation | Click the Promise ID to open the Promise Detail page. Click the Case Number to navigate to the linked Case Details page. |
Bulk Actions Toolbar | Single row: Log Call, Send Email, Reassign, and Update Status. Multiple rows: Reassign and Update Status only. |
Export | Export current view (visible columns) or all columns to Excel. Applies active filters — not limited to the current page. |
Create New Promise | Raise a new promise directly from this page without navigating to a case first. |
Sections & Fields
Field | Description |
Active Promises KPI card | Count and combined promised value of Active promises. Reflects current filter state. |
Broken Promises KPI card | Count and total amount at risk for Broken promises. Reflects current filter state. |
Due This Week KPI card | Count and total expected value of promises with a Promise Date within the current calendar week. |
Search field | Free-text search across customer name, account number, and case number. |
Currency Toggle | Switches the Amount column and KPI card values between Promise Currency and Base Currency. |
Filters button | Opens the Filters sheet. Badge shows count of active filters. |
Export button | Dropdown: Export Current View (visible columns) or Export All Columns. |
Column Settings button | Opens the column configuration dialog. |
Promise ID column | Unique identifier. Click to open the Promise Detail page. |
Customer column | Name of the customer account this promise belongs to. |
Case Number column | The collection case this promise is linked to. Click to navigate to the Case Details page. |
Last Action column | Hover the info icon to see the type, description, date, and logged-by name of the most recent action. |
Promise Date column | The date the customer committed to paying by. |
Days Overdue column | Number of days since the Promise Date passed without a matching receipt. Blank if not yet due or paid. |
Currency column | The trading currency of the promise. |
Amount column | The amount the customer agreed to pay. Respects the Currency Toggle. |
Transactions column | Count of invoices this promise covers. |
Status column | Active (green), Broken (red), Paid (blue), Partially Paid (amber), Closed (grey). |
Method column | How the customer confirmed the commitment: Phone, Email, or Portal. |
Filters sheet — Status | Multi-select: Active, Broken, Paid, Partially Paid, Closed. |
Filters sheet — Assigned User | Scope to promises assigned to a specific collector. |
Filters sheet — Currency | Multi-select to show only promises in specific currencies. |
Filters sheet — Due Today | Checkbox under Quick Filters. Shows only promises where the Promise Date is today. |
Filters sheet — Created At | Date-range pair (From / To) to filter by when the promise record was entered into the system. |
Bulk Action toolbar | Floating bar when rows are selected. Shows selection count. One row: Log Call, Send Email, Reassign, Update Status. Two+ rows: Reassign and Update Status only. |
Pagination footer | Current page / total pages. Select rows per page (10, 25, 50, 100). |
User Guide
Getting Started
Navigate to Collections > Promises to Pay. Promises are created from the Collections Queue or Case Details pages when a customer commits to a payment. If the list is empty, check that collection cases exist and that promise records have been created against them.
How do I find promises that are overdue?
Open the Filters sheet by clicking Filters in the toolbar.
Under Status, select Active and Broken.
Click Apply Filters.
Sort by Promise Date ascending — promises with the oldest due dates appear at the top.
Note: A promise is Broken when the Promise Date has passed and no matching receipt has been recorded.
How do I log a follow-up call on a broken promise?
Find the broken promise in the list.
Tick the checkbox on the left of the row.
Click Log Call in the bulk action toolbar at the bottom of the screen.
Enter the call outcome and any notes.
Click Save.
Note: Log Call is only available when exactly one row is selected. If the customer gives a new payment date, record a new promise rather than editing the existing one. Tip: Click the Case Number to see the full history of all previous contacts for this customer.
How do I update the status of a promise?
Tick the checkbox on the promise row.
Click Update Status in the bulk action toolbar.
Choose the new status: Active, Broken, Paid, Partially Paid, or Closed.
Add an optional note explaining the reason.
Click Save.
Note: Marking a promise as Paid does not automatically allocate the receipt — go to the Receipts page to match the payment to the relevant invoices.
How do I filter promises by due date?
To see only today's promises: Click Filters, check the Due Today box under Quick Filters, and click Apply Filters.
To see promises within a custom date range:
Click Filters to open the Filters sheet.
Enter a From date and a To date in the Created At fields.
Click Apply Filters.
Note: The Due Today checkbox filters by Promise Date (the date the customer agreed to pay). The Created At range filters by when the promise record was entered into the system — these are different fields.
How do I create a new promise from this page?
Click Create New Promise in the top-right header.
Select the customer account.
Select the collection case this promise belongs to.
Enter the promised amount, the promise date, and the confirmation method (Phone, Email, or Portal).
Add any supporting notes.
Click Save.
Note: A promise must be linked to a collection case. If no case exists for the customer, create the case first via the Collections Queue page.
Pro Tips
Run a Broken + Active filter every morning sorted by Promise Date ascending. Any Active promise past its due date should be reviewed and either marked Broken or confirmed as Paid.
Use the Due This Week KPI card on Mondays to set a cash collection target for the week. If the expected value is lower than your target, escalate the highest-value Active promises immediately.
Pin the Promise Date and Amount columns to the left of the table so they stay visible when scrolling across wide column configurations.
When a customer partially pays, mark the promise as Partially Paid and record a new promise for the remaining balance with a new agreed date — this keeps the audit trail clean and ensures the remaining amount stays in the forecast.
FAQ
What does the Broken status mean? The Promise Date passed without a matching receipt being recorded. Broken promises signal the customer did not pay as agreed and require a follow-up contact.
What does Partially Paid mean? The customer paid some of the promised amount but not the full committed value. The outstanding portion should be re-promised with a new payment date.
How does the system decide when to mark a promise as Broken? Promise status is not changed automatically unless your organisation has configured automated reclassification rules. In most cases, a collector manually updates the status to Broken.
What does the Transactions column show? The number of invoices this promise covers. Click the Promise ID to open the detail record and see the individual invoice breakdown.
Can I edit a promise after it has been created? Open the Promise Detail page by clicking the Promise ID. You can update the promised amount, date, confirmation method, and notes. You cannot change the linked customer or case after creation.
Can I delete a promise I recorded by mistake? Promise records cannot be deleted — they are part of the collection audit trail. If you recorded a promise in error, update the status to Closed and add a note explaining the reason.
Why is a promise I just created not appearing in the list? Check whether a Status or Assigned User filter is active — a new promise defaults to Active status and the creating user, so it may be filtered out. Click Filters and check for active filters, then click Clear All and Apply to reset.