Client queries, documents & attorney handover
| Agent | Assigned | Resolved | Still Open | Avg Resolution | Resolution % |
|---|
Creates a live PayFast payment link for a one-off amount. The client pays by card or Instant EFT — no NuPay mandate involved. Status updates automatically once PayFast confirms the payment.
Captures a commitment from the client. Sets the case status to Promise to Pay and schedules a follow-up reminder.
Updates the client's banking details and the failed sale's account so the next debit pulls from the right place.
Marks the failed payment as retry and pushes its scheduled date forward. Case status flips to Rescheduled.
Set up a new debit order for the client. Update the banking if it's changed, pick the new debit date, then click Reconfirm. The failed debit is marked retry, banking on the sale + client is updated, and the case closes as rescheduled. A Collections submission is also opened so the deal is captured for reporting.
The client paid manually by EFT instead of a debit order. We'll mark the failed debit as manual_eft, capture the reference, and close the case as paid.
Mark this client as unrecoverable. The sale is cancelled, the client's lifecycle stage is set to Failed, and the recovery case closes as abandoned. This is the final outcome — use only after multiple recovery attempts.
Bulk import members from any CSV — including the raw NuPay Transaction Report. After clicking Preview Import you'll see a column mapping where you can pick which CRM field each CSV column goes to. Only Name and ID Number need to be mapped; everything else is optional. Preamble lines (e.g. NuPay's "Transaction Report" / "Success") are skipped automatically and duplicate rows for the same ID are collapsed into a single member. Existing IDs are updated (upsert).
debtor_name, debtor_id, debtor_phone_number, debtor_email, debtor_bank_name, debtor_account_number, debtor_account_type_description, instalment_amount, instalments, first_action_date are all recognised. service_name is used as the NuPay profile — values containing "Thrive" become thrive_sa, values containing "Telepro" become telepro_consultants."Smith, John" when using comma).
Pick a template, the body auto-fills with this client's info — review and edit before sending. Each SMS is logged in the audit trail.
{first_name}, {full_name}, {sale_number}, {amount}, {next_debit_date}, {bank_name}, {agent_name}
Add a legacy member who has already approved the debit-order mandate and signed documents. This bypasses the Sales → Confirmer → Sign flow. The sale is created as Confirmed and scheduled payments are auto-generated from the payment plan you enter below.
Manually open a recovery case for a client who needs collections follow-up. Use this for failed/overdue clients that weren't auto-opened by a payment failure (legacy clients, reactivations, off-cycle leads). The case is created as Unclaimed so a collections agent can pick it up from the queue.
Paste a list of ID numbers (one per line, or comma / tab / semicolon separated). Every matching member will be moved to the target stage. IDs that don't match any client are listed so you can chase them up.
# are ignored so you can keep comments. Spaces and dashes are stripped automatically.
Update any field on this member's profile. Only Name + ID are required. Changes are written to the clients row.
This permanently removes the client from the CRM. Documents, payment schedules, and activity history will be erased with them. Tickets stay (with the client link cleared). Sales, attorney handovers, queries and collections cases must be cleaned up first — if any exist, the delete will be blocked.
Changes the agreed amount, term, or first debit date on TPC-…. Tick Regenerate Schedule to wipe pending installments and re-create them from the new values — already-marked Success / Failed rows are preserved.
Fill in the document details for this client, then send signing links via WhatsApp / SMS / email. Use this for older clients or any client who hasn't signed their docs yet.
Tag a colleague to handle this ticket. They'll get a heads-up in their Inbox.
Create a ticket linked to a client.
Click a template to use it.
Use placeholders like {{first_name}} · {{full_name}} · {{sale_number}} · {{amount}}
The Template UUID is the long string in the PandaDoc template URL: app.pandadoc.com/a/#/templates/UUID-here
Compose the email to send the case to attorneys.
A support ticket will be auto-created for follow-up.
Confirm this debit went through.