Payments and manual adjustments

Prerequisites and authority

Use an individual staff account with the action permission and required organization module/license. Viewing a menu does not establish permission to mutate records.

Review and record payments

Open Payments and search by payment reference before deciding that a transaction is missing or duplicated. Review amount, provider, customer, plan, payment status and provisioning status separately.

For a supported manual payment or grant, confirm the receipt, intended customer and plan. Record method, reference and reason through the actual manual workflow. Distinguish a paid manual transaction from free access, a complimentary grant or an imported entitlement; those should not inflate collected revenue.

After saving, check the payment and subscription link, queue/activation state and provisioning outcome. A recorded payment does not necessarily mean the next subscription should start immediately.

Reconcile an irregular transaction

1. Compare the provider reference and transaction identifier.
2. Confirm the provider's actual economic result.
3. Trace the stored payment to its subscription and operation.
4. Use the supported verification or retry action when appropriate.
5. Verify one intended entitlement and retain the audit trail.

Do not delete payment records to clear a display discrepancy. An apparent duplicate can be two different transactions or repeated delivery of the same event. Refund/cancellation authority and provider workflows must be documented only where supported. Payment succeeded but internet did not activate and Payment duplicated, stale or webhook never processed explain diagnostic escalation.

Related guides

Related guides: Staff accounts, roles and permissions, Administrative session and audit investigation, System operations and task controls, Roles and permission matrix.