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Statements

The Statement section presents customer account activity based on the customer, contract, payment, and payment-request records available to the platform. It helps staff review the account and prepare customer communication.

A statement is only as accurate as its source records. Review discrepancies before sharing it.

Before reviewing or sharing​

Confirm:

  • correct customer and contract;
  • statement date range;
  • opening or prior balance context;
  • payments included;
  • voided or corrected entries;
  • requests or charges included by the implemented logic;
  • current balance; and
  • whether recent transactions have been verified and recorded.

Investigating a difference​

If the customer or staff expect a different amount:

  1. Confirm the date range.
  2. Compare contract terms and due dates.
  3. Review every payment in the period.
  4. Check receipt numbers and bank references.
  5. Look for duplicate, missing, voided, or misallocated payments.
  6. Review payment requests and corrections.
  7. Escalate to Finance when the source records require correction.
  8. Re-open or regenerate the statement after correction.

Do not type an assumed balance into notes and present it as the statement result.

Sharing securely​

Before sharing a statement:

  • verify recipient identity and email;
  • use the approved delivery channel;
  • confirm the document contains only the intended customer's information;
  • avoid public document URLs;
  • record the communication; and
  • schedule follow-up when a payment or question is expected.

Example: date-range misunderstanding​

A fictional customer says a recent payment is missing. The statement ends on 30 June, but the payment was recorded on 2 July.

  1. Staff confirm the payment record and date.
  2. The statement range is explained.
  3. A July-inclusive statement is reviewed.
  4. No financial correction is made because the source record is correct.
  5. The explanation is recorded in customer activity.

Common mistakes​

  • Sharing the wrong customer's statement.
  • Comparing statements with different date ranges.
  • Assuming a balance is wrong before reviewing corrections/voids.
  • Manually editing an exported statement.
  • Treating an unrecorded proof submission as a payment.
  • Sending through a personal or unapproved account.

Suggested training media​

Screenshot space: Add a fictional statement showing customer, contract, period, opening balance, transactions, requests, and closing balance.
Screenshot space: Add a discrepancy investigation showing statement line, matching payment detail, receipt/reference, and corrected or explained result.
Diagram space: Add a statement source map: Contract terms + Payments + Corrections/Voids + Supported requests → Statement → Review → Secure delivery.
Video space: Record a 6-minute statement review covering date range, payment matching, discrepancy escalation, and secure customer delivery.