# When a payment is missing, check the record first.

Canonical page: https://finanzer.ai/learn/missed-payments-and-recovery

> A transfer may be late, disputed or simply unmatched. The response should follow the payment evidence and loan terms.

A transfer may be late, disputed or simply unmatched. The response should follow the payment evidence and loan terms.

## Trace the receipt before deciding the response.

The servicing team needs to establish what happened and which action is authorised.

### Trace

Review payment references, provider confirmation and timing.

### Classify

Distinguish an unmatched receipt from a dispute or repayment problem.

### Respond

The authorised team agrees follow-up under the facility terms.

### Resolve

Reconcile repayment, claims and recovered cash to the right obligations.

## A claim and a recovery are separate events.

An eligible protection claim may lead to a payout under its agreement. Later recovered funds still need to be recorded and allocated to the parties entitled to them. Neither step should be treated as automatic.

[Explore servicing and recovery](https://finanzer.ai/platform/servicing-and-recovery)

## Common questions

### Does an unmatched transfer mean the borrower has defaulted?

No. Check payment references, timing and provider records first. The agreement and an authorised review determine whether a repayment obligation has been missed.

## Continue with servicing and recovery.

See how this process fits into the product Finanzer is developing.

[Explore servicing and recovery](https://finanzer.ai/platform/servicing-and-recovery)

[Browse all guides](https://finanzer.ai/learn)