How to manage a customer's arrears?

Arrears are amounts a customer owes that are collected over time rather than up front. The Arrears **tab on a customer record lists every arrears item, what's still owed on each, and a link into each item's own details page. Use it to raise a new debt against the account, take a payment toward an existing one, or clear a balance you've decided not to pursue. The account's total outstanding arrears appears in the Balances* card as Arrears*.

View the arrears ledger

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  1. ID is the unique number for the arrears item. Click it to open the item's details page, where you take payments and make changes (see below).
  2. CREATED is when the arrears item was raised. The list shows the full history, including items already paid off.
  3. TYPE is how the debt arose — for example, Issue for a manually raised amount or CIS_transfer for a balance brought in from another system.
  4. PAYPLAN is the share of each future top-up applied to this debt. At 100%, the entire payment goes to arrears until the item is cleared; a lower percentage splits each payment between arrears and the customer's units.
  5. START DATE is when collection begins.
  6. INITIAL AMOUNT is the amount originally owed; REMAINING is what's still outstanding. An item with REMAINING of $0.00 is fully paid.

To raise a brand-new debt, click New Arrears, set the amount, type, and payplan percentage, then save.

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Open an arrears item's details page

Click the item's ID in the ledger to open its details page. The actions that used to sit on each ledger row — Pay, Edit, and Write off — now live here, alongside fuller detail and a complete payment record.

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  1. The summary card shows the item's Account, Type, Start date, Pay Plan, Initial Balance, Remaining Balance, and any Comments recorded against it. Below it:
  2. Pay records a payment toward this item and reduces its Remaining Balance. You can attach a note to the payment. To pay from the customer's wallet, see How do I pay off an arrears from wallet funds?.
  3. Edit changes the details of the item — for example, to adjust the amount, payplan, or comments.
  4. Write off clears an item you've decided not to collect. A write-off can be full or partial, and you can record a note explaining it. For the full steps, see How do I write-off an arrears?.

Payment History

The Payment History table at the bottom of the details page is a running log of every action against the item. Each row shows the Date and time, the Comment entered at the time, the Type (for example payment or writeoff), and the Amount. This is where partial write-offs, individual payments, and the notes attached to them are visible — giving you the full story behind the item's remaining balance.

Notes on recovery and write-offs

The payplan percentage controls how aggressively a debt is recovered: at 100% the customer's full top-up goes to arrears and they receive no units until it's paid, so use a lower percentage when the customer still needs power while paying down what they owe. Writing off is final for the amount written off — that portion is cleared from the account and is not recoverable through the ledger — but because write-offs can now be partial, you can clear part of a balance and continue collecting the rest.