Payments and recovery
When a payment is missing, check the record first.
A transfer may be late, disputed or simply unmatched. The response should follow the payment evidence and loan terms.
What to check
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.
What it means
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.
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.