How to Resolve Partial Incoming Payments in Ascend

This guide walks you through different scenarios involving partial payments and how to resolve them in Ascend.

Jack Brown
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Useascend

Reasons for Partial Payments

When reconciling a wire or check payment, you may see a balance remaining on an invoice, there are a few reasons for this: 1. Underpayments 1. Insured sent a partial payment and intends to send the remainder at a future date (or sent two checks wires for the same policy) 2. Insured did not include applicable transaction fees 3. Insured sent down payment but invoice is showing the full amount (or vice versa) 4. Insured sent payment for one policy but program/invoice is for multiple policies 2. Overpayments / Excess payments 1. Insured sent too much and needs to be refunded 2. Insured sent too much for a policy/invoice that needs to be created in the future

Insured intentionally sent a partial payment

An insured might intentionally send a partial payment because: 1. They intend to send the remainder at a future date 2. They sent two checks wires for the same policy and you need to reconcile both

Click 'Resolve' to address outstanding balance

Select 'Partially reconcile' and click 'Resolve'

Payouts to billing company or your agency will not be initiated until the full payment is made. A partially reconciled invoice will have a payment link for the remaining balance on the program page, which will allow the insured to pay the balance via any payment method. This link should be sent to them to collect payment. For information on how to send a payment link to an insured, click [here](https://support.useascend.com/articles/9076690923-insured-checkout-link-experience#send-the-program-s-payment-link)

If there is an additional payment already in Incoming Payments that needs to be reconciled to the same invoice, you can repeat this process as many times as needed.

Insured did not include applicable transaction fees

Once the invoice is selected, click "Resolve"

Select 'Cover the difference' and click 'Resolve' - Note the maximum amount you can cover ("Underpayment limit") can be increased or decreased by Ascend support. For help, you can contact [support@useascend.com](mailto:support@useascend.com) and ask to increase or decrease your agency's underpayment limit.

Covering the difference will create a balance on your agency's statement, which can be found and paid at <https://dashboard.useascend.com/accounting/balance>

Insured sent down payment but invoice is showing the full amount (or vice versa)

For information on how to switch an invoice from full pay to financed, see [here](https://scribehow.com/o/5O6Pab-sTGWf1lwtVz89tw/viewer/How_to_Switch_an_Invoice_from_Paid_in_Full_to_Financed_and_vice_versa_from_Incoming_Payments__z1cPm2M4TMetSSv6331NWw)

Insured sent payment for one policy but program/invoice is for multiple policies

If an insured sent payment for one policy but there are multiple policies on the program, you have two options: 1. Wait for the insured to send the remainder, or if you do not/cannot wait 2. Delete the policy from the program and create a new program for the policy you just deleted. Currently you cannot transfer a policy from one program to another

Overpayments / Excess payments

For information on reconciling overpayments / excess payment, see [here](https://scribehow.com/o/5O6Pab-sTGWf1lwtVz89tw/viewer/How_To_Resolve_Excess_Incoming_Payments_In_Ascend__py9yKdHOQQiXk3jzdipbag)