Review a Customer Finance Record

SummaryCopy Anchor Link

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 the relationship context. Leave a clear owner and task.

CapabilitiesCopy Anchor Link

Customer finance records let you view paid and unpaid invoice amounts, examine invoice details, assess payment behavior scores, read recent collection communications, view account activity and notes, add next-step actions as tasks, and document relationship decisions. Built-in tools consolidate the record's financial and communication context to support accurate collections and forecast actions.

PrerequisitesCopy Anchor Link

Before You StartCopy Anchor Link

• Select the correct team.
• Know the customer name, invoice number, or primary email.
• Have read access to Customers and Invoices in the active team. Use an Owner or Member role with workspace writes available to add notes, tasks, or other changes; Viewers can review only.
• Decide which question you must answer: collection follow-up, payment risk, revenue concentration, or forecast impact.
• Treat customer MRR, ARR, engagement, and risk as derived signals that need invoice confirmation.

ConceptsCopy Anchor Link

Review PatternsCopy Anchor Link

Routine unpaid invoiceCopy Anchor Link

1. Confirm the due date and the balance that remains.
2. Read the recent email activity.
3. Open the invoice.
4. Send or schedule the supported reminder.
5. Add a note and a task when you need more follow-up.

Sensitive or disputed accountCopy Anchor Link

1. Read notes, files, and communication history first.
2. Confirm the dispute and decision owner.
3. Do not start automated follow-up before you check the account policy.
4. Add a dated task for the human response.

Account that affects the forecastCopy Anchor Link

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

Revenue-concentration accountCopy Anchor Link

1. Compare paid revenue with total team revenue.
2. Check the 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.

WorkflowCopy Anchor Link

1. Start From the Portfolio SignalCopy Anchor Link

Open Customers. Then find why the account needs a review.

These are useful places to start:

• Outstanding for total unpaid and overdue exposure
• Overdue for past-due exposure
• At-risk for the ranked payment-timing list; confirm the source invoices rather than treating this as the customer health-score band
• Top revenue for concentration review
• Avg days to pay 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 IdentityCopy Anchor Link

Before you interpret financial data, check:

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

Eigenn permits duplicate customers. If the account has an unexpectedly short history or missing invoices, search again by email and name. Do this before you conclude that the data is incomplete.

3. Reconcile the Headline AmountsCopy Anchor Link

The customer workspace uses different financial definitions in different places.

These customer-level financial totals exclude draft, scheduled, and canceled invoices. The list's Outstanding deducts each invoice’s recorded amountPaid. The compact sheet's Lifetime revenue uses the successful-payment total despite its all paid invoices subline.

Check the currency displayed on Collected Revenue: the summary chooses the currency with the most eligible invoices, breaking ties alphabetically, and excludes other currencies. Its invoice count includes eligible paid, unpaid, and overdue invoices in that group. Mark as paid creates a manual payment for the remaining balance; a legacy paid status may lack that ledger evidence. Partial payments can contribute before an invoice is Paid.

Before relying on Invoiced vs collected, check three limits:

1. Invoiced and Collected both include tax. Outstanding sums remaining balances on unpaid and overdue invoices instead of subtracting aggregate Collected from aggregate Invoiced. Overpayments can still make the collection percentage exceed 100%.
2. It uses the same dominant invoice currency as Collected Revenue, and counts only payments matching their invoice currency. Other invoice currencies need separate review.
3. The bank-matched subline counts the full payment per reconciliation link. Multiple links can count a payment more than once; inspect the linked transactions before accepting the label as proof of reconciliation.

The chart's range applies only to Invoiced Over Time. Its default covers the current month and preceding 11 months; presets and custom dates use complete calendar months. It has no currency selector and uses the dominant invoice currency; other currencies are excluded.

4. Examine the Invoice EvidenceCopy Anchor Link

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 an invoice to open its details. The tab loads up to 10 paid, unpaid, overdue, scheduled, or canceled invoices; drafts are absent. Latest invoices identifies that subset. Choose View All to open the invoice list with the customer filter already applied.

For collection follow-upCopy Anchor Link

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 balance that remains
• 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 reviewCopy Anchor Link

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

For forecast reviewCopy Anchor Link

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

5. Evaluate Payment BehaviorCopy Anchor Link

The compact sheet can show:

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

A customer with only unpaid or overdue invoices can still have a score. With no eligible invoice history, the tile stays visible with — and no payment history. It can show the same placeholder before a query returns.

On-time rate divides paid-on-time invoices by all eligible invoices, including unpaid and overdue records. Average days late also includes zero contributions from unpaid invoices and invoices without due dates. The score uses invoice status and dates, not successful payment evidence.

On the full page, the peer comparison appears with at least three scored customers in the active team, including this one. Its median and percentile include the customer itself. Equal-to-median values are labeled better than typical, but ties do not count toward ahead of. Compare this with the underlying invoices before using the wording in a review.

Use the signal to prioritize the review. Then check 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 EstimatesCopy Anchor Link

The record normalizes positive active recurring-invoice schedules into MRR and shows ARR as twelve times MRR. One-time paid invoices do not count. Weekly, biweekly, quarterly, semiannual, annual, and custom day intervals are normalized to monthly amounts.

The recurring-invoice count counts active schedules in the currency group with the largest monthly amount. Other currency groups are excluded. Check those schedules against the customer’s contract; this is scheduled recurring billing, not proof of cash received.

7. Check Currency Before You Compare TotalsCopy Anchor Link

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 when you need a base-currency view.

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

8. Read Communication and Relationship ContextCopy Anchor Link

EmailsCopy Anchor Link

Open Emails to read up to 25 recent communications linked to recovery instances. The loaded subset is displayed oldest first, with subject context, a recipient, recorded state, channel, body preview, and timestamp. Manual invoice reminders without a recovery-instance link may be absent.

There is no load-more control here, and the tab does not contain every external mailbox message. Compare it with invoice activity when a conversation seems missing. Compose email opens the device's mail application rather than adding a message to this history.

ActivityCopy Anchor Link

Open Activity to read up to 20 recent events that reference this customer. If none are returned, the UI constructs a creation entry from the customer date. That fallback is not a saved audit event, and the timeline is not a complete log of all work.

NotesCopy Anchor Link

Open Notes and look for:

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

If the record does not document the decision, add a note before you close the review.

FilesCopy Anchor Link

Open Files for up to 25 recent customer uploads and invoice files combined. Open the source document when its terms affect a decision. Notes and Tasks also load only 25 records each, with no load-more controls in these tabs.

9. Record the Next ActionCopy Anchor Link

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

Write the noteCopy Anchor Link

Include:

• what you examined
• the conclusion
• the amount and currency at issue
• any promised date or exception
• the task owner
• when you must examine the account again

Keep the note within 2,000 characters. Select Save note, then check its timestamp.

Create the taskCopy Anchor Link

1. Select Tasks.
2. Enter an action title of up to 200 characters.
3. Add a description of up to 2,000 characters and an optional due date. Record the responsible person in the description; this form has no assignee control.
4. Select Add task.
5. Confirm that it starts in To do.

Advance the task to In progress when the work begins. Advance it to Done when the customer or invoice record confirms completion. Selecting the status again returns it to To do.

10. Confirm the Review OutcomeCopy Anchor Link

Before you leave the customer record, confirm:

• you examined the correct team and customer
• you separated the paid and open invoice values
• the currency was explicit
• you checked the invoice status and balance
• you thought about the latest communication
• you documented the relationship exceptions
• a task has an owner and due date
• you take any collection action from the correct invoice

Behavior specificationCopy Anchor Link

TroubleshootCopy Anchor Link

Payment health shows a dashCopy Anchor Link

Check whether the customer has paid, unpaid, or overdue invoice history and whether the query loaded. No past payments alone does not explain the placeholder; unpaid invoices can produce a score.

Collected Revenue differs from the customer listCopy Anchor Link

The full record counts successful same-currency payments, while the list counts paid invoice amounts. Inspect partial payments, manual status changes, and the full record's selected currency group. Neither a Paid label nor a successful capture alone proves bank reconciliation.

The Invoices tab looks incompleteCopy Anchor Link

It initially shows up to 10 invoices. Choose View All to open Invoices with the customer filter preserved.

MRR or ARR does not match the contractCopy Anchor Link

Check active recurring schedules, their frequency and currency. Canceled or inactive schedules and one-time paid invoices do not contribute.

The account uses many currenciesCopy Anchor Link

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

Someone deleted a note or taskCopy Anchor Link

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

DiagramsCopy Anchor Link

Rendering diagram…

ScreenshotsCopy Anchor Link

Shown with synthetic data in a local workspace.

VerificationCopy Anchor Link

1. Open the Customers section and select a customer record; the correct account details should display.
2. Confirm invoices listed in the customer record match those in the Invoices section for that customer by cross-checking invoice amounts, statuses, and currencies.
3. Enter a note and create a task; verify both appear in their respective tabs with the correct timestamp and status.
4. For a multi-currency account, open the list of invoices, group by currency, and check that each group's totals are reported separately.
5. Delete a note or task, then check that the deleted item no longer appears and cannot be restored from within the record.
6. View the Emails and Activity tabs; confirm the latest communications and actions are listed with appropriate detail and order.
7. Review a customer with unpaid invoices but no payments, then one with no eligible invoices. Confirm the first can have health data and the second shows the placeholder. Check the peer comparison's three-customer threshold and treatment of ties.
8. Compare taxed and mixed-currency examples across the cash panel, revenue card, and monthly chart. Confirm the different amount bases and that changing the chart range leaves the other metrics unchanged.
9. Use View All and confirm that the customer filter is preserved. Verify a Viewer cannot save the note or task.

RelatedCopy Anchor Link

Related PagesCopy Anchor Link

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