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Handling a Late Payment

First-time workspace setup

Collections assume payment deadlines and reminder emails from Settings → Payments, Invoicing & Utilities and Settings → Emails (setup steps 8 and 11) are configured — complete Getting Started — Recommended Setup Sequence steps 1–15 and at least one live reservation before routine arrears work. Lockout catch-up: Getting Started — Lockout catch-up after password recovery. Workflow pairing: Common Workflows — Setup sequence after go-live.

Finding your way in this guide

Identify arrears in Step 1 — Identify overdue payments; tenant outreach: Step 3 — Contact the tenant. Record and approve: Step 4 / Step 4b; penalties: Step 5. Escalation and month-end Pending: Step 6 / Step 6b. Non-linear operator habits (Lockout catch-up, Payment alert to receivables triage, Pending manual receipt approval, Reject/revert mistaken receipts, Month-end invoicing (fixed date), Bulk Hostkit invoicing, Utility overage collections, Check-out final utilities handoff, Check-in to check-out handoff, Check-out collections before refund, Check-out ledger cleanup before refund, Finance debt receivables triage, Handling a Late Payment collections, Cancellation collections before void, Rent reduction after invoicing, Same-day turnover coordination, Occupancy KPI to block hygiene handoff, Deposit missing on Finance Deposits, Partly collected security deposit, Wrong tenant on a booking, Cancel Booking vs Delete Booking, Portfolio retirement decisions, Directory list load failures, Booking sidebar tab load failures, Confirmation alert triage, Portfolio segmentation by tenant category) have matching Related subsections below. Full pairing matrix: Handling a Late Payment section cross-reference · Common Workflows section cross-reference.

When a tenant misses a payment due date, follow this workflow to manage the situation consistently. Collections usually apply to Ongoing stays (current in the API) with unpaid scheduled charges, though Upcoming bookings can also owe confirmation or move-in requirements before check-in — see Booking lifecycle.

Pair with other workflows

Start from Notification triage when a payment overdue alert brought you here — during month-end, pair Step 4 row-click triage with Portfolio KPI review — Dashboard Total Debt subtitle and clear payment alerts in Notification triage — Step 5 after balances settle. During departure week, pair with Common Workflows — Check-out collections before refund (upstream Managing a Check-out — Step 6 / downstream Step 5 after Steps 1–4; workflows-check-out-coordination-flow.mp4, bookings-detail-payment-plan-tab-schedule.png). Before policy void, pair with Common Workflows — Cancellation collections before void (upstream Cancelling a Booking — Step 2 / downstream Step 4 after Steps 1–4; finance-contract-values-in-debt-filter.png, bookings-detail-transactions-approve-payment-modal.png, workflows-cancel-booking-refund-modal-flow.mp4). For utility overages on Payment plan, pair with Common Workflows — Utility overage collections (upstream Entering Monthly Utility Bills — Step 4 / Step 4b → Steps 1–4 here; utilities-allocations-row-breakdown-expanded.png, finance-contract-values-in-debt-filter.png, utilities-allocations-review-flow.mp4), Entering Monthly Utility Bills, and Check-out final utilities handoff (departure-week subset). During Step 6 / Step 6b month-end sign-off, poll AI usage API (landlord_chat on GET /ai-usage/summary) when teams leaned on AI Chat for debtor lookups — there is no in-app ledger screen yet. Step-to-module pairing: Handling a Late Payment section cross-reference. Full pairing matrix: Common Workflows — Workflow cross-reference.

Prerequisites

Step 1 — Identify overdue payments​

Pair with FAQ receivables triage

Step 1 pairs with Common Workflows — Payment alert to receivables triage (upstream Notification triage — Step 4 / Step 5; notifications-row-navigate-to-booking-detail.png, notifications-row-navigation-flow.mp4, finance-overview-debt-aging-walkthrough-flow.mp4), Common Workflows — Finance debt receivables triage, Common Workflows — Handling a Late Payment collections hub (triage surface → collections step decision table), FAQ — Handling a Late Payment hub, Common Workflows — Reject/revert mistaken receipts (tenant insists they paid — check booking Transactions for duplicate approved rows before Step 3), FAQ — Bookings that owe money (Top debtors / overdue buckets on Finance → Overview), and FAQ — Finance debt receivables triage hub. Full pairing matrix: Handling a Late Payment section cross-reference.

Pair with other Handling a Late Payment steps

Collections triage pairs with Notification triage — Step 4, Finance — Debt Aging, Dashboard — Total Debt, and list-bookings / get-payment on Landlord MCP. Downstream: Step 2 when reminders may have fired. Full pairing matrix: Handling a Late Payment section cross-reference.

When a payment overdue or balance alert brought you here, you already completed the upstream path in Notification triage — Step 4 — confirm the balance on this booking before you chase the tenant. Hub matrix: Common Workflows — Payment alert to receivables triage (alert → receivables surfaces → Steps 1–6; notifications-row-navigate-to-booking-detail.png, finance-overview-income-chart-debt-aging.png, finance-overview-debt-aging-expanded-bucket.png) · Handling a Late Payment collections hub (triage surfaces vs Steps 1–6).

You opened from…Confirm on bookingThen
Debt Aging / Top debtors row-clickPayment Plan overdue pillsStep 2 → Step 3
/notifications payment overdue row-clickTransactions / Payment PlanHub: Payment alert to receivables triage — notifications-row-navigate-to-booking-detail.png → Steps 2–3
Dashboard Total Debt headline onlyOpen Finance → Overview → Debt Aging firstFinance debt receivables triage — card is not clickable
Tenant insists they already paidBooking Transactions for duplicatesReject/revert mistaken receipts before Step 3
In Debt line is utility overage (not rent)Entering Monthly Utility Bills — Step 4 / Step 4bHub: Utility overage collections — same Steps 1–4 after charge posts (utilities-allocations-row-breakdown-expanded.png, finance-contract-values-in-debt-filter.png)
Ready To Refund blocked by rent/fee arrearsBooking Payment Plan overdue pillsHub: Check-out collections before refund → Managing a Check-out — Step 6 before Step 5 (workflows-check-out-coordination-flow.mp4)

Otherwise, find overdue payments in one of these locations:

Dashboard — KPI cards including Total Debt for ongoing bookings

Dashboard — Total Debt KPI card with portfolio debt headline and overdue (>15 days) subtitle

Bookings list — toolbar Search narrowed by unit internal name (unit matches ranked first)

Finance Overview — seven KPI cards including Total Debt and Uncovered Debt for collections triage

Finance — Contract Values with In Debt filter applied to prioritize overdue scheduled charges

Finance Overview — Debt Aging panel with overdue buckets and top debtors for prioritizing late payments

Walkthrough: expand an overdue Debt Aging bucket on Finance → Overview, open a tenant row in the booking sidebar, then close.
Walkthrough: click the red In debt segment on the stacked Income chart for month-scoped payment-line detail, then close the modal.

Debt Aging and In debt drill-down clips embedded 2026-06-20 20:08 UTC (shared with Portfolio KPI review — Step 7; recorded via tools/record-finance-overview-debt-aging-walkthrough-mp4.ts and tools/record-finance-overview-income-drill-down-mp4.ts).

tip

On Finance > Overview, scan Uncovered Debt and the Debt Aging top-debtor list to prioritize the largest balances before opening individual bookings. Contract Values → In Debt remains the ledger view when you need every overdue scheduled line.

External automation on collections triage

Account-scoped Landlord MCP clients can surface the same overdue balances you find in Step 1 — list-bookings when several tenants owe on the same property, list-payments / get-payment after you resolve a booking id, and get-booking when a payment overdue alert already supplied the reservation context from Notification triage — Step 4. Booking-scoped Tenant MCP get-payment-info remains the right surface when the conversation is tenant-facing, not portfolio-wide (Step 3).

Full pairing matrix: Handling a Late Payment section cross-reference.

Step 2 — Check the automated reminder status​

Pair with other Handling a Late Payment steps

Reminder history is operator UI only — pair Settings > Emails — Communication Rules with booking-scoped get-payment-info on Tenant MCP when chatbot tenants ask about due dates. Upstream: Step 1. Downstream: Step 3. Full pairing matrix: Handling a Late Payment section cross-reference.

If you have overdue reminder emails configured in Settings > Emails > Communication Module, verify whether a notification has already been sent to the tenant and when.

External automation on reminder status

Communication Rule send history is operator UI only — external clients cannot read Settings > Emails — Communication Rules from MCP. Before you chase a tenant in Step 3, booking-scoped Tenant MCP get-payment-info and get-dates-and-schedule answer chatbot questions about due dates and outstanding balances ("when is rent due?") — contrast with whether your overdue reminder rule already fired, which you confirm in the management UI or on Bookings → Communication. get-portal-links surfaces Make payment when the tenant should self-serve after a reminder. Surface-choice contrast: Automation & AI — Workflow pairing for surface choice.

Full pairing matrix: Handling a Late Payment section cross-reference.

Step 3 — Contact the tenant​

Pair with other Handling a Late Payment steps

Direct outreach pairs with Tenant Portal — Make payment (Paywall), Bookings — Communication tab, Inbox module, Common Workflows — WhatsApp per-booking messaging / Notification row-click navigation when collections started from a New WhatsApp message from … alert on /notifications. Upstream: Step 2. Downstream: Step 4 when payment arrives. Full pairing matrix: Handling a Late Payment section cross-reference.

If automated reminders have not resolved the issue, contact the tenant directly. Many late payments are due to oversight — a quick message is usually enough.

Optional — Tenant self-service (Make payment). When the account payment module and Property Payments Active are enabled, tenants with portal access can pay from Home or Payments → Make payment (/paywall): they pick an amount (overdue, next installment, or full balance), then Bank Transfer (virtual IBAN) or Credit Card (embedded checkout iframe). Card receipts appear on Finance → Transactions after webhook completion — you may still need Approve payment for manual bank transfers your team records. See Tenant Portal — Make payment (Paywall).

Optional — Grant a due-date extension (when agreed with the tenant). When you negotiate a short extension (for example “pay by Friday”) instead of adding a penalty immediately, an operator with bookings.change_payment_due_date can move the charge due date without rebuilding the whole payment plan:

  1. Open the booking → Contract Values (or triage from Finance > Contract Values at portfolio scope with In Debt filtered).
  2. Locate the scheduled or in debt line and use the row calendar action (or Edit due date in the row menu).
  3. Choose the agreed date in Edit Payment Due Date and save — the Payment Plan tab and Finance roll-ups refresh on the new due date.

Finance Contract Values — Edit Payment Due Date modal with calendar picker on an editable scheduled line

Walkthrough: Finance Contract Values → row calendar / Edit due date → pick an agreed date → Cancel before saving (demo only).
System-managed due dates

Vivin locks due dates on move-in requirement, booking confirmation requirement, and split rent lines — the calendar control is disabled with an explanatory tooltip. Extensions apply only to manually editable lines. See Bookings > Contract Values — system-managed due dates.

Document the agreed extension in Internal Notes or the Communication thread when the tenant confirms in writing. If Communication shows Could not load messages, use Refresh in the sidebar header — other tabs stay available. See Glossary — Booking detail sidebar tab load failures.

Full pairing matrix: Handling a Late Payment section cross-reference.

Step 4 — Record the payment when received​

Pair with other Handling a Late Payment steps

Receipt recording pairs with Finance > Add Payment, Payment Allocation, and create-manual-payment-in on Landlord MCP — pending until Step 4b. Full pairing matrix: Handling a Late Payment section cross-reference.

Go to Finance > Add Payment, select the booking, enter the amount and payment date, and save. The system allocates it to the oldest outstanding charge first based on your payment priorities.

Approve before you close the case

Manual receipts often stay pending until someone with Approve payments confirms them on Finance → Transactions or the booking Transactions tab. Until approval, Total Debt and In debt contract lines may still show the old balance — triage Pending on the ledger and approve (or Reject selected for a mistaken entry) before you mark the tenant current. See Finance — Pending manual payments.

External automation on manual receipts

Account-scoped Landlord MCP create-manual-payment-in records the same bank-transfer rows you enter in Add Payment — the receipt may still show pending until Approve payments in Step 4b. External clients cannot approve from MCP; operators continue on Finance → Transactions or the booking Transactions tab.

Finance — Add Payment modal for manual receipt entry

Step 4b — Approve the receipt (when required)​

Pair with other Handling a Late Payment steps

Pending receipt approval pairs with Processing a New Booking — Step 5b (same habit), Finance — Pending manual payments, and Notification triage — Step 5 after balances settle. Upstream: Step 4. Full pairing matrix: Handling a Late Payment section cross-reference.

When a Payment received from tenant … alert brought you here via Notification triage — Step 4, use this step before you mark the notification read in Step 5 — Total Debt and In debt lines may stay stale until approval completes. Follow the same approval habit as Processing a New Booking — Step 5b and Managing a Check-in — Step 3b. During month-end, the same Pending pill queue appears in Portfolio KPI review — Step 7 when Total Debt or Manual Payments disagree with Analytics:

After you save Add Payment, the row may still show pending until approval:

  1. Open Finance → Transactions (widen the date range if needed) or the booking Transactions tab and confirm Pending rows exist when you expect a manual approval queue.
  2. On the ledger, click the amber Pending chip on the All type-summary card (or use the Pending status filter) to isolate manual rows — see Finance — Pending manual payments (finance-transactions-pending-pill.png).
  3. Locate the manual row in the filtered table.
  4. Click Approve payment (per-row check icon) or tick several rows and use Approve selected from the floating bar. For a mistaken duplicate on the ledger, use Reject selected (bulk-only on Finance — no per-row reject icon there). Reject selected shows the same red credit note warning as booking Transactions when accounting may already have invoiced the charge — see Finance — Reject payment and Bookings — Transactions row actions.

Finance Overview — Manual Payments KPI beside Total Debt (monthly manual total; triage pending rows on Transactions)

Finance Transactions — All card with amber Pending chip active and filtered ledger rows

Booking detail Transactions — Approve payment confirmation before allocations apply

Finance Transactions — bulk selection bar with Approve selected and Reject selected

Walkthrough: booking Transactions — open Approve payment, Reject Payment, and Revert payment modals (each cancelled without saving).
Walkthrough: Finance Overview → Contract Values → In Debt filter → open Add Payment (cancel before saving).
Walkthrough: Finance → Transactions — amber Pending chip on the All card → Approve payment (cancel before saving).

Full pairing matrix: Handling a Late Payment section cross-reference.

Step 5 — Apply a late payment penalty (if applicable)​

Pair with other Handling a Late Payment steps

Penalty charges pair with Settings > Payments policy, Bookings — Adding Extra Charges, and Audit — Discounts tab when goodwill credits overlap penalties. Upstream: Step 4b when the base charge is still pending. Full pairing matrix: Handling a Late Payment section cross-reference.

If your penalty policy in Settings > Payments requires it:

  1. Open the booking and click Add Charge on the Transactions tab (see Adding Extra Charges)
  2. Select Penalty Fee as the category

Bookings — Add Charge modal (choose Penalty Fee and a due date from the payment plan)

  1. Calculate and enter the penalty amount (e.g., 1% of the overdue amount per day late).
  2. Set the due date and save the charge.
Business Rule

Penalties are not automatically applied — they must be manually added as charges. The penalty configuration in Settings defines your terms, but you must create the charge yourself.

Auto-cancel vs ongoing rent collections

Unpaid move-in requirements after check-in may trigger Auto-cancel unpaid move-in when the account enables it and the grace period elapses with no partial payment — distinct from chasing ongoing rent on Ongoing stays in the steps below.

Step 6 — Escalate if unresolved​

Pair with other Handling a Late Payment steps

Segment-wide escalation pairs with Portfolio KPI review — Step 6, Settings > Emails — Communication Rules audience, Using in-app support (Vivin product defects), and notify-landlord on Tenant MCP (tenant-facing alert — contrast operator filters). Last resort: Cancelling a Booking — hub: Common Workflows — Cancellation collections before void (Step 2 settlement before Step 4; bookings-cancel-booking-modal-refund-types.png, workflows-cancel-booking-refund-modal-flow.mp4). Full pairing matrix: Handling a Late Payment section cross-reference.

If multiple contact attempts fail, escalate through your standard collections process. Document all communication attempts in the booking's notes field for future reference. When arrears block a departure-week Ready To Refund toggle (Ready to Refund on depositStatus — see Glossary — Deposit lifecycle status), pair this step with Common Workflows — Check-out collections before refund and Managing a Check-out — Step 6 before finance queues the deposit return — when the tenant already passed check-out day but status still reads Ongoing with unpaid rows, continue Managing a Check-out — Step 7 after settlement rather than opening a duplicate collections case on an Ended stay. On Upcoming bookings with unpaid confirmation or move-in requirements, pair segment filters with Processing a New Booking — Step 6 before you change portal modules account-wide — portal mail and tenant-category gates may still block self-service Make payment in Step 3. On newly onboarded inventory, pair first-live-booking collections with Onboarding a New Property — Step 7 before you change tenant-category portal rules account-wide. When repeated collections fail, last-resort cancel still requires refund-type confirmation in the booking sidebar — see Cancelling a Booking — Step 4 and post-cancel cleanup in Cancelling a Booking — Step 6. When arrears cluster on one tenant category across several bookings, scope Finance → Other filters Tenant → Tenant category (and mirror on Bookings → Other filters or Tenants — Tenant category filter) before you change communication rules or portal modules account-wide — see Settings > Tenant categories and Portfolio KPI review — Step 6. When unpaid utility overage lines cluster on one segment, pair the same filters with Entering Monthly Utility Bills — Step 4 before you chase rent on unrelated bookings. At month-end, after you clear individual balances in Steps 4–4b, run Portfolio KPI review — Step 7 to confirm Total Debt, Manual Payments, and Debt Aging agree before you sign off portfolio KPIs — lingering Pending rows may still inflate KPIs until you finish the Step 6b mesh: arrival-week move-in transfers (Managing a Check-in — Step 6b), confirmation-week imports (Processing a New Booking — Step 6b), departure-week settlements (Managing a Check-out — Step 6b), cancellation settlements (Cancelling a Booking — Step 6b), and utility overage bank transfers (Entering Monthly Utility Bills — Step 4b). Clear stale payment overdue rows in Notification triage — Step 5 after segment escalation settles — file Notification triage — Step 6 when row-click or read-state fixes need Vivin support.

External automation on segment-wide escalation

Account-scoped Landlord MCP get-booking-summary gives portfolio-level active/upcoming counts before you scope Finance → Other filters Tenant → Tenant category for segment-wide arrears — pair with list-bookings when several tenants in the same tenant category owe at once, then list-payments / get-payment after you resolve booking ids from Contract Values In Debt rows. When escalation paperwork lists a fiscal ID or tenant display name instead of a booking id, list-tenants, get-tenant, and get-tenant-bookings resolve the profile and linked reservations before you open Contract Values. get-booking returns reservation context when a payment overdue alert already supplied the id from Notification triage — Step 4. list-tickets / get-ticket / add-ticket-comment surface open Operations prep or damage jobs and document collections attempts on the ticket thread when maintenance disputes block payment — external clients cannot close-ticket or edit Cost allocation from MCP alone. cancel-booking is a write tool; operators still confirm refund type in the booking sidebar (Cancelling a Booking — Step 4). External clients cannot change Communication Rules from MCP; operators finish escalation in the management UI.

Tenant-facing escalation contrast

Booking-scoped Tenant MCP notify-landlord alerts your team when a tenant reports arrears through a chatbot or portal channel — it does not replace operator collections in Steps 1–5 or segment filters in this step. get-payment-info remains the right tenant-scoped read when the conversation is about one reservation's schedule, not portfolio-wide In Debt rows. list-bookings-by-email resolves the booking id when a WhatsApp or email thread only shows the guest address — pair with Notification triage — Step 4 when Inbox preceded the escalation. Surface-choice contrast: Automation & AI — Workflow pairing for surface choice.

When to file Vivin support vs self-serve collections

Finish Steps 1–5 and segment filters in this step before you open a Vivin support ticket — payment overdue alerts, Finance → Contract Values In Debt rows, and Tenant Portal — Make payment self-service are operator workflows, not product defects. File Using in-app support when Vivin behaviour blocks collections despite correct operator steps:

Use the Help & Support drawer from Finance or Bookings so screenshots stay in context; bookmark /bookings?support=<ticketId> when you need the drawer on the reservation you are chasing — Deep Links — Support. If a management lockout delayed segment-wide collections triage, recover access with Resetting a Management User Password (Step 3) before you rerun Step 1 and Steps 4–4b — refresh Landlord MCP Bearer JWT after Step 3 there; catch up unread payment overdue rows in Notification triage — Step 5; continue Portfolio KPI review — Step 7 when month-end Total Debt lagged during the lockout.

Step 6b — Approve lingering collections receipts (when required)​

Pair with other Handling a Late Payment steps

Month-end Pending mesh pairs with Portfolio KPI review — Step 7, Processing a New Booking — Step 6b, and Managing a Check-in — Step 6b on the same ledger queue. Upstream: Step 4b. Full pairing matrix: Handling a Late Payment section cross-reference.

At month-end when collections-week bank transfers you recorded in Step 4 still show Pending on Finance → Transactions but Contract Values In Debt rows or Payment Plan due-date pills still list the charge as unpaid — follow Step 4b and the same approval habit in Portfolio KPI review — Step 7 before you treat segment-wide arrears in Step 6 as unresolved collections:

  1. Open Finance → Transactions (widen the date range if needed) or the booking Transactions tab.
  2. Click the amber Pending chip on the All type-summary card (or use the Pending status filter) — see Finance — Pending manual payments.
  3. Locate manual in-payment rows tied to Contract Values lines you cleared in Step 4.
  4. Click Approve payment (per-row check icon) or tick several rows and use Approve selected from the floating bar. For a mistaken duplicate, use Reject selected — see Payment Allocation — Correcting mistaken receipts.

When Total Debt, Manual Payments, or Debt Aging still disagree with Analytics after you approve collections receipts on individual bookings, finish the cross-workflow Pending mesh in Step 6 before you open a Vivin support ticket: arrival-week move-in transfers (Managing a Check-in — Step 6b), confirmation-week imports (Processing a New Booking — Step 6b), departure-week settlements (Managing a Check-out — Step 6b), cancellation settlements (Cancelling a Booking — Step 6b), and utility overage bank transfers (Entering Monthly Utility Bills — Step 4b). Clear stale payment overdue rows in Notification triage — Step 5 after the mesh settles.

Approve payments and ledger Reject selected are operator workflows — finish Step 4b and the mesh above before you file Using in-app support when Approve payment is missing for your role, Pending rows persist after approval, or Landlord MCP / Tenant MCP clients return persistent 403 after you refreshed the management JWT — see Resetting a Management User Password — Troubleshooting. If a management lockout delayed month-end collections approval, recover access with Resetting a Management User Password (Step 3) before you rerun this step — pair with Processing a New Booking — Step 6b and Portfolio KPI review — Step 7 on the same Pending queue.

Full pairing matrix: Handling a Late Payment section cross-reference.

Handling a Late Payment section cross-reference​

Use this table when one step in this workflow naturally leads into another module, concept page, or downstream workflow — each row links to the docs you should read before or after that step.

| Workflow step / section | Pair with these docs | | ------------------------------------------------------------------------------------------------------------------ | ----------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | ----------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | | Step 1 — Identify overdue payments | Notification triage, Notification triage — Step 4, Notification triage — Step 5, Notifications — Payment overdue alerts, Portfolio KPI review — Dashboard Total Debt subtitle, Finance — Debt Aging, Finance — Contract Values, Finance — Tenant category filter, Finance — KPI strip, Glossary — Dashboard KPI cards, Glossary — Finance income status, Glossary — Finance Debt Aging, Glossary — Tenant category, Glossary — Uncovered Debt, Notifications module, Tenants — Table view, Dashboard module, Landlord MCP — Extended account tools (list-bookings, list-payments, get-payment, get-booking) | | Step 2 — Check the automated reminder status | Settings > Emails > Communication Module, Settings > Emails — Communication Rules, Bookings — Communication tab, Automation & AI — Workflow pairing for surface choice, Tenant MCP — Property, payments, and portal tools (get-payment-info, get-dates-and-schedule, get-portal-links — chatbot due-date reads; reminder send history remains operator UI) | | Step 3 — Contact the tenant | Tenant Portal — Make payment (Paywall), Tenant MCP — Property, payments, and portal tools (get-payment-info), Bookings — Communication tab, Inbox module | | Step 4 — Record the payment when received | Finance > Add Payment, Payment Allocation, Settings > Invoicing & Payments, Glossary — Invoiced floor (rent) (rent relief blocked below exported invoice totals), Glossary — Credit note (payment reject/revert) (when correcting mistaken receipts on invoiced months), Landlord MCP — Extended account tools (create-manual-payment-in) | | Step 4b — Approve the receipt | Notification triage — Step 4, Notification triage — Step 5, Processing a New Booking — Step 5b, Managing a Check-in — Step 3b, Portfolio KPI review — Step 7, Finance > Transactions — Row actions, Finance — Pending manual payments, Payment Allocation — Correcting mistaken receipts, Glossary — Pending manual in-payment (Finance), Glossary — Credit note (payment reject/revert), FAQ — Manual receipt still pending, Landlord MCP (create-manual-payment-in pending until operator approval) | | Step 5 — Apply a late payment penalty | Settings > Payments, Bookings — Adding Extra Charges, Audit — Discounts tab | | Step 6 — Escalate if unresolved | Cancelling a Booking (Step 4 refund-type confirmation in UI), Cancelling a Booking — Step 6 (post-cancel cleanup after last-resort cancel), Cancelling a Booking — Step 6b (cancellation-week Pending settlements at month-end), Onboarding a New Property — Step 7 (first-live-booking collections on new inventory), Managing a Check-in (move-in requirements), Managing a Check-in — Step 6b (arrival-week Pending receipts at month-end), Processing a New Booking — Step 6 (portal gates on Upcoming unpaid confirmation/move-in rows), Processing a New Booking — Step 6b (confirmation-week Pending receipts at month-end), Managing a Check-out — Step 6 (departure-week arrears before Ready To Refund), Managing a Check-out — Step 6b (departure-week Pending receipts at month-end), Managing a Check-out — Step 7 (collections after check-out day vs Ended status), Entering Monthly Utility Bills, Entering Monthly Utility Bills — Step 4 (segment-wide utility overages), Entering Monthly Utility Bills — Step 4b (utility overage Pending receipts at month-end), Portfolio KPI review — Step 6, Portfolio KPI review — Step 7 (month-end Total Debt sign-off after segment escalation), Notification triage — Step 5, Notification triage — Step 6 (row-click or read-state blocked after settlement), Finance — Tenant category filter, Bookings — Other filters, Tenants — Tenant category filter, Tenants — Interface overview (fiscal ID search), Settings > Tenant categories, Settings > Emails — Communication Rules (segment audience before account-wide rule changes), Inbox module (WhatsApp follow-up on contested arrears), Using in-app support (When to use in-app support, Help & Support drawer, New Support Ticket modal — Vivin product tickets when MCP scope, permissions, or Finance filter parity block escalation; contrast self-serve Steps 1–5), Resetting a Management User Password — Step 3 (lockout-delayed collections catch-up), Resetting a Management User Password — Troubleshooting (refresh Bearer JWT before MCP auth tickets), Deep Links — Support (?support=<ticketId> drawer from Finance/Bookings), Automation & AI (Landlord vs Tenant MCP on collections escalation), Glossary — Tenant category, FAQ — Finance tenant category filter parity, Landlord MCP — Read-only and intelligence (get-booking-summary), Landlord MCP — Extended account tools (list-bookings, list-tenants, get-tenant, get-tenant-bookings, list-payments, get-payment, get-booking, list-tickets, get-ticket, add-ticket-comment; cancel-booking write tool — confirm refund type in UI), Tenant MCP — Maintenance and escalation (notify-landlord tenant-facing alert; contrast with operator Step 6), Tenant MCP — Booking and contract data (list-bookings-by-email when chatbot thread lacks booking id), Tenant MCP — Property, payments, and portal tools (get-payment-info per-reservation reads) | | Step 6b — Approve lingering collections receipts | Step 4b — Approve the receipt, Step 6 — Escalate if unresolved, Portfolio KPI review — Step 7, Onboarding a New Property — Step 7 (collections Pending on new inventory at month-end), Processing a New Booking — Step 6b, Managing a Check-in — Step 6b, Managing a Check-out — Step 6b, Cancelling a Booking — Step 6b, Entering Monthly Utility Bills — Step 4b, Notification triage — Step 5, Using in-app support (When to use in-app support, Help & Support drawer), Resetting a Management User Password — Step 3 (lockout-delayed month-end catch-up), Resetting a Management User Password — Troubleshooting, Finance — Pending manual payments, Payment Allocation — Correcting mistaken receipts, Glossary — Pending manual in-payment (Finance), FAQ — Manual receipt still pending | | Lockout catch-up after password recovery | Collections triage delayed by sign-in lockout | Common Workflows — Lockout catch-up, Notification triage — Step 4, Resetting a Management User Password — Step 3 | | Pending manual receipt approval | Collections receipts still pending | Common Workflows — Pending manual receipt approval, Step 4b, Step 6b | | Reject/revert mistaken receipts | Duplicate collections bank transfers | Common Workflows — Reject/revert mistaken receipts, Payment Allocation — Correcting mistaken receipts | | Same-day turnover coordination | Outgoing In Debt blocks incoming key handover on Step 1 | Common Workflows — Same-day turnover coordination, Step 1 — Identify overdue payments, FAQ — Same-day turnovers (operations-add-ticket-modal.png, bookings-timeline-day-week-month-and-sidebar.mp4) | | Occupancy KPI to block hygiene handoff | Vacant Units vs Multicalendar holds on Step 1 — not rent arrears | Common Workflows — Occupancy KPI to block hygiene handoff, Step 1 — Identify overdue payments, FAQ — Analytics (KPI workspace) (analytics-kpi-occupancy-tab.png, audit-manual-blocks-filter-scroll.mp4) | | Deposit missing on Finance Deposits | Partial paid lifecycle card empty on Step 1 collections triage | Common Workflows — Deposit missing on Finance Deposits, Step 1 — Identify overdue payments, FAQ — Deposit missing on Finance Deposits (finance-deposits-date-range-toolbar-default.png, finance-deposits-date-range-clear-flow.mp4) | | Partly collected security deposit | Deposit shortfall vs rent Partial Paid | Common Workflows — Partly collected security deposit, Step 1, Finance — Deposits status summary cards, FAQ — Partly collected security deposit, Glossary — Deposit lifecycle status | | Wrong tenant on a booking | Wrong Tenant card on Upcoming row during collections triage | Common Workflows — Wrong tenant on a booking, Step 1 — Identify overdue payments, FAQ — Wrong tenant on a booking (bookings-detail-change-tenant-control.png, bookings-detail-change-tenant-flow.mp4) | | Cancel Booking vs Delete Booking | Policy void needs Cancel booking — not Delete on Step 6 | Common Workflows — Cancel Booking vs Delete Booking, Step 6 — Escalate if unresolved, FAQ — Cancel Booking vs Delete Booking (bookings-cancel-booking-modal-refund-types.png, bookings-list-canceled-tab.png, workflows-cancel-booking-refund-modal-flow.mp4) | | Portfolio retirement decisions | Policy void needs Cancel booking — not Delete Booking | Common Workflows — Portfolio retirement decisions, Step 6 — Escalate if unresolved, FAQ — Portfolio retirement decisions (listings-archived-populated-table.png, finance-transactions-type-summary-cards.png) | | Directory list load failures | Receivables directories fail on Step 1 triage | Common Workflows — Directory list load failures, Step 1 — Identify overdue payments, FAQ — Directory list load failures (notifications-module-load-failure.png, utilities-bills-load-failure.png) | | Booking sidebar tab load failures | Collections outreach Communication tab red on Step 3 | Common Workflows — Booking sidebar tab load failures, Step 3 — Contact the tenant, FAQ — Communication or Tickets load failure (bookings-detail-communication-tab-whatsapp-thread.png, bookings-detail-tickets-tab.png) | | Confirmation alert triage | Upcoming payment overdue on confirmation stay | Common Workflows — Confirmation alert triage, Step 1 — Identify overdue payments, FAQ — Processing a New Booking hub (notifications-row-navigate-to-booking-detail.png, bookings-detail-transactions-approve-payment-modal.png) | | Portfolio segmentation by tenant category | Segment-wide arrears during collections | Common Workflows — Portfolio segmentation, Portfolio KPI review — Step 6, Bookings — Other filters | | Rent reduction after invoicing | Collections goodwill on invoiced rent lines | Common Workflows — Rent reduction after invoicing, Step 4 — Record the payment when received, Glossary — Invoiced floor (rent) (bookings-detail-change-monthly-rent-modal.png, bookings-rent-reduction-invoiced-floor-flow.mp4) | | Month-end invoicing (fixed date) | Collections Pending mesh at month-end before bulk export | Common Workflows — Month-end invoicing (fixed date), Step 6b — Approve lingering collections receipts, Portfolio KPI review — Month-end invoicing (fixed date) (settings-invoicing-invoice-date-toggle.png, finance-transactions-bulk-toolbar-fixed-invoice-date-banner.png) | | Bulk Hostkit invoicing | Collections month-end Issue allocation after lingering Pending | Common Workflows — Bulk Hostkit invoicing, Step 6b — Approve lingering collections receipts, FAQ — Bulk Hostkit invoicing slow (finance-transactions-bulk-selection-bar.png, settings-invoicing-hostkit-series.png) | | Utility overage collections | Utility overage In Debt after bill posting | Common Workflows — Utility overage collections, Step 1 — Identify overdue payments, Entering Monthly Utility Bills — Step 4 (utilities-allocations-row-breakdown-expanded.png, utilities-allocations-review-flow.mp4) | | Check-out final utilities handoff | Departure-week overage Overdue blocks Ready To Refund | Common Workflows — Check-out final utilities handoff, Step 1 — Identify overdue payments, Managing a Check-out — Step 6 (utilities-allocations-review-flow.mp4, bookings-detail-payment-plan-tab-schedule.png) | | Check-in to check-out handoff | payment overdue on Ongoing stay blocks departure planning | Common Workflows — Check-in to check-out handoff, Step 1 — Identify overdue payments, Managing a Check-out — Step 1 (operations-check-in-out-check-outs-next-7-days.png, bookings-timeline-view.png) | | Check-out collections before refund | Canonical collections when Ready To Refund is blocked | Common Workflows — Check-out collections before refund, Step 1 — Identify overdue payments, Managing a Check-out — Step 6 (workflows-check-out-coordination-flow.mp4, bookings-detail-payment-plan-tab-schedule.png, finance-contract-values-in-debt-filter.png) | | Check-out ledger cleanup before refund | Tenant paid once — ledger duplicate, not collections | Common Workflows — Check-out ledger cleanup before refund, Step 1 — Identify overdue payments, Managing a Check-out — Step 6 (bookings-detail-transactions-revert-modal-info-banner.png, finance-transactions-bulk-reject-selected-bar.png) | | Payment alert to receivables triage | Collections payment overdue alert before Step 1 triage | Common Workflows — Payment alert to receivables triage, Step 1 — Identify overdue payments, Portfolio KPI review — Payment alert to receivables triage (notifications-row-navigate-to-booking-detail.png, notifications-row-navigation-flow.mp4) | | Finance debt receivables triage | Portfolio Top debtors ranking after collections triage on Step 1 | Common Workflows — Finance debt receivables triage, Step 1 — Identify overdue payments, Common Workflows — Payment alert to receivables triage (finance-overview-income-chart-debt-aging.png, finance-overview-debt-aging-walkthrough-flow.mp4, finance-transactions-pending-pill.png) | | Handling a Late Payment collections | Canonical collections workflow — triage surfaces → Steps 1–6 | | Finance Income status drill-down | Income → In debt payment-line detail vs Top debtors on collections Step 1 | Common Workflows — Finance Income status drill-down, Step 1 — Identify overdue payments, Finance debt receivables triage (finance-overview-income-status-in-debt-modal.png, finance-overview-income-drill-down-flow.mp4) | | Cash flow forecast drill-down | Collections collected in a month vs who still owes on Step 1 | Common Workflows — Cash flow forecast drill-down, Step 1 — Identify overdue payments, Finance Income status drill-down (finance-overview-cash-flow-all-payments-modal.png, finance-overview-cash-flow-drill-down-flow.mp4) | | Cancellation collections before void | Canonical pre-cancel collections before last-resort void | Common Workflows — Cancellation collections before void, Step 1 — Identify overdue payments, Cancelling a Booking — Step 2 (finance-contract-values-in-debt-filter.png, bookings-detail-transactions-approve-payment-modal.png, bookings-cancel-booking-modal-refund-types.png, workflows-cancel-booking-refund-modal-flow.mp4) |

Pair with other Handling a Late Payment guide sections

Related below links this workflow to modules, concepts, settings, and escalation paths. Pair Documentation map & escalation with Common Workflows hub — Documentation map & escalation; pair Upstream & downstream workflows with Common Workflows — Workflow cross-reference. Topic-to-section pairing in sections above: Handling a Late Payment section cross-reference. Full hub matrix: Common Workflows section cross-reference.

Documentation map & escalation​

Pair with other Handling a Late Payment guide sections

Documentation-map bullets pair with Introduction — Section cross-reference and FAQ — Section cross-reference. Hub parity: Common Workflows hub — Documentation map & escalation. Full pairing matrix: Handling a Late Payment section cross-reference · Common Workflows section cross-reference.

  • Common Workflows — Hub pairing matrix across all operator guides
  • Glossary — Term definitions referenced in the steps above
  • FAQ & Troubleshooting — Quick answers when collections steps do not match live product behaviour
  • Get Help & Support — Escalate when permissions block due-date extensions or approvals

Upstream & downstream workflows​

Pair with other Handling a Late Payment guide sections

Workflow bullets pair with Common Workflows — Workflow cross-reference for inter-guide step pairing. Full pairing matrix: Handling a Late Payment section cross-reference · Common Workflows section cross-reference.

Concepts & settings that shape this workflow​

Pair with other Handling a Late Payment guide sections

Concept and settings bullets pair with Concepts hub subsection index and Concept cross-reference and Account Settings — Tab cross-reference. Full pairing matrix: Handling a Late Payment section cross-reference · Common Workflows section cross-reference.

Finance, bookings & tenant surfaces​

Pair with other Handling a Late Payment guide sections

Finance, bookings & tenant surfaces bullets pair with the matching topic rows in Handling a Late Payment section cross-reference. Full pairing matrix: Handling a Late Payment section cross-reference · Common Workflows section cross-reference.

Deeper workflow reads​

Pair with other Handling a Late Payment guide sections

Concept workflow reads pair with Concepts hub subsection index and Concept cross-reference. Each concept sub-guide reciprocates with [Deeper workflow reads](../workflows/handling-a-late-payment.md#deeper-workflow-reads) anchors on Handling a Late Payment bullets — hub parity: Common Workflows hub — Deeper workflow reads. Full pairing matrix: Handling a Late Payment section cross-reference · Common Workflows section cross-reference.

Deeper API reads​

Pair with other Handling a Late Payment guide sections

API reads pair with API Reference hub subsection index and API guide cross-reference. Hub parity: Common Workflows — Deeper API reads. Full pairing matrix: Handling a Late Payment section cross-reference · Common Workflows section cross-reference.

Lockout catch-up after password recovery​

Pair with other Handling a Late Payment guide sections

Collections triage and receipt approval delayed by lockout pair with Resetting a Management User Password. Hub parity: Common Workflows — Lockout catch-up after password recovery. Full pairing matrix: handling-a-late-payment-section-cross-reference · Common Workflows section cross-reference.

Pending manual receipt approval​

Pair with other Handling a Late Payment guide sections

Collections receipts stay pending until Step 4b and Step 6b. When a duplicate collections transfer sits in the amber Pending queue, Reject it — do not Approve both rows (Common Workflows — Reject/revert mistaken receipts). Hub parity: Common Workflows — Pending manual receipt approval. Full pairing matrix: handling-a-late-payment-section-cross-reference · Common Workflows section cross-reference.

WhatsApp per-booking messaging​

Pair with other Handling a Late Payment guide sections

Collections outreach on Step 3 — Contact the tenant pairs with Bookings → Communication when you need Payment Plan visible — cross-booking Inbox alone lacks booking context. Hub parity: Glossary — WhatsApp per-booking messaging hub · Common Workflows — WhatsApp per-booking messaging. Full pairing matrix: handling-a-late-payment-section-cross-reference · Common Workflows section cross-reference.

Bot reasoning (audit)​

Pair with other Handling A Late Payment guide sections

Collections bot replies on Step 3 — expand Reasoning under mint Bot bubbles on Bookings → Communication → WhatsApp to audit automated replies before editing ChatBot persona or IF/THEN rules. Hub parity: Glossary — Bot reasoning (audit) hub · Common Workflows — Bot reasoning (audit). Full pairing matrix: handling-a-late-payment-section-cross-reference · Common Workflows section cross-reference.

ChatBot settings​

Pair with other Handling A Late Payment guide sections

Pair Account Settings → ChatBot (Persona, IF/THEN, Status Bot) with thread review on Communication when collections bot replies on step 3. Hub parity: Glossary — ChatBot settings hub · Common Workflows — ChatBot settings. Full pairing matrix: handling-a-late-payment-section-cross-reference · Common Workflows section cross-reference.

Notification row-click navigation​

Pair with other Handling a Late Payment guide sections

Collections payment overdue alerts pair with Notification triage — Step 4 before Step 1 — Identify overdue payments — contrast alert-driven entry with portfolio Debt Aging on Finance debt receivables triage. Hub parity: Common Workflows — Notification row-click navigation. Full pairing matrix: handling-a-late-payment-section-cross-reference · Common Workflows section cross-reference.

Payment notification (operator)​

Pair with other Handling a Late Payment guide sections

Collections payment overdue alerts pair with Notification triage — Step 4 before Step 1 — Identify overdue payments — distinguish Payment overdue from Payment received / Pending manual in-payment row types. Hub parity: Common Workflows — Payment notification (operator). Full pairing matrix: handling-a-late-payment-section-cross-reference · Common Workflows section cross-reference.

Payment alert to receivables triage​

Pair with other Handling a Late Payment guide sections

Collections payment overdue alerts pair with Notification triage — Step 4 before Step 1 — Identify overdue payments — contrast alert-driven entry with portfolio Debt Aging on Finance debt receivables triage. Hub parity: Common Workflows — Payment alert to receivables triage. Full pairing matrix: handling-a-late-payment-section-cross-reference · Common Workflows section cross-reference.

Finance debt receivables triage​

Pair with other Handling a Late Payment guide sections

Collections triage pairs with Step 1 — Identify overdue payments before tenant outreach — upstream Notification triage — Step 4 on payment overdue alerts. Hub parity: Common Workflows — Finance debt receivables triage. Full pairing matrix: handling-a-late-payment-section-cross-reference · Common Workflows section cross-reference.

Handling a Late Payment collections​

Pair with other Handling a Late Payment guide sections

This guide is the collections workflow — receivables triage surfaces on Step 1 answer “who owes?” and Steps 1–6 answer “what do I do next?” Hub matrix: Common Workflows — Handling a Late Payment collections hub. Hub parity: Common Workflows — Handling a Late Payment collections hub. Full pairing matrix: handling-a-late-payment-section-cross-reference · Common Workflows section cross-reference.

Walkthrough: open an arrears booking, confirm Payment Plan overdue pills, use Communication for tenant outreach, record a manual receipt via Transaction (Add Payment modal), then approve pending rows when your role allows.

Dashboard Total Debt subtitle​

Pair with other Handling a Late Payment guide sections

Step 1 ranks Top debtors on Finance — use post-login Total Debt as a live-portfolio snapshot before outreach, not as the booking list. Hub parity: Common Workflows — Finance debt receivables triage. Full pairing matrix: handling-a-late-payment-section-cross-reference · Common Workflows section cross-reference.

Uncovered Debt KPI​

Pair with other Handling a Late Payment guide sections

Step 1 ranks Top debtors — when Uncovered Debt ≈ Total Debt on the seven-card strip, deposit cushions are thin and collections risk is high. Hub parity: Common Workflows — Finance debt receivables triage. Full pairing matrix: handling-a-late-payment-section-cross-reference · Common Workflows section cross-reference.

Walkthrough: compare Total Debt and Uncovered Debt on the Finance → Overview KPI strip, then expand Debt Aging Top debtors when deposit coverage is thin.

Finance Income status drill-down​

Pair with other Handling a Late Payment guide sections

Collections on Step 1 — Income → In debt opens payment-line detail for one month; Debt Aging Top debtors ranks bookings for outreach. Hub parity: Common Workflows — Finance Income status drill-down. Full pairing matrix: handling-a-late-payment-section-cross-reference · Common Workflows section cross-reference.

Cash flow forecast drill-down​

Pair with other Handling a Late Payment guide sections

Collections on Step 1 — Cash flow forecast answers what was collected in a month; Debt Aging answers who still owes. Hub parity: Common Workflows — Cash flow forecast drill-down. Full pairing matrix: handling-a-late-payment-section-cross-reference · Common Workflows section cross-reference.

Reject/revert mistaken receipts​

Pair with other Handling a Late Payment guide sections

Duplicate collections transfers pair with Payment Allocation — Correcting mistaken receipts and Common Workflows — Pending manual receipt approval (clear amber Pending queue before you Revert an approved duplicate). Re-open Finance debt receivables triage Top debtors only after ledger cleanup. Hub parity: Common Workflows — Reject/revert mistaken receipts. Full pairing matrix: handling-a-late-payment-section-cross-reference · Common Workflows section cross-reference.

Month-end invoicing (fixed date)​

Pair with other Handling a Late Payment guide sections

Collections month-end on Step 6b may overlap Issue allocation — save a fixed Invoice date in Settings → Invoicing before bulk export — pair Bulk Hostkit invoicing on the same amber toolbar banner. Hub parity: Common Workflows — Month-end invoicing (fixed date). Full pairing matrix: handling-a-late-payment-section-cross-reference · Common Workflows section cross-reference.

Bulk Hostkit invoicing​

Pair with other Handling a Late Payment guide sections

Collections month-end on Step 6b may overlap Issue allocation — pair Month-end invoicing (fixed date) (save fixed Invoice date before bulk export — finance-transactions-bulk-toolbar-fixed-invoice-date-banner.png) and Rent reduction after invoicing when Change monthly rent clamps exported months — not Hostkit slowness. Hub parity: Common Workflows — Bulk Hostkit invoicing. Full pairing matrix: handling-a-late-payment-section-cross-reference · Common Workflows section cross-reference.

Utility overage collections​

Pair with other Handling a Late Payment guide sections

Utility-type In Debt lines on Contract Values pair with Step 1 — Identify overdue payments after Entering Monthly Utility Bills — Step 4 confirms posting — hub: Common Workflows — Utility overage collections. Distinct from rent Cancellation collections before void. Full pairing matrix: handling-a-late-payment-section-cross-reference · Common Workflows section cross-reference.

Check-out final utilities handoff​

Pair with other Handling a Late Payment guide sections

Departure-week utility Overdue lines pair with Step 1 — Identify overdue payments after Entering Monthly Utility Bills — Step 4 — hub: Common Workflows — Check-out final utilities handoff. Distinct from rent Check-out collections before refund. Full pairing matrix: handling-a-late-payment-section-cross-reference · Common Workflows section cross-reference.

Check-in to check-out handoff​

Pair with other Handling a Late Payment guide sections

payment overdue on Ongoing stays ~7 days from departure pair with Step 1 — Identify overdue payments before Managing a Check-out — Step 1 — hub: Common Workflows — Check-in to check-out handoff. Distinct from rent Check-out collections before refund. Full pairing matrix: handling-a-late-payment-section-cross-reference · Common Workflows section cross-reference.

Check-out collections before refund​

Pair with other Handling a Late Payment guide sections

Canonical collections when departure-week Ready To Refund is blocked: Step 1 — Identify overdue payments → Step 4 — Record the payment when received before Managing a Check-out — Step 5 — hub: Common Workflows — Check-out collections before refund. Distinct from utility Check-out final utilities handoff and Check-in to check-out handoff. Full pairing matrix: handling-a-late-payment-section-cross-reference · Common Workflows section cross-reference.

Check-out ledger cleanup before refund​

Pair with other Handling a Late Payment guide sections

When the tenant insists they paid once but Ready To Refund stays blocked by a duplicate ledger pair, Revert the duplicate on Transactions — not Step 3 — Contact the tenant collections outreach. Hub parity: Common Workflows — Check-out ledger cleanup before refund. Distinct from rent Check-out collections before refund. Full pairing matrix: handling-a-late-payment-section-cross-reference · Common Workflows section cross-reference.

Cancellation collections before void​

Pair with other Handling a Late Payment guide sections

Canonical pre-cancel collections: Steps 1–4 before Cancelling a Booking — Step 4 — last resort after Step 6 — Escalate if unresolved. Hub parity: Common Workflows — Cancellation collections before void. Distinct from departure-week Check-out collections before refund. Full pairing matrix: handling-a-late-payment-section-cross-reference · Common Workflows section cross-reference.

Rent reduction after invoicing​

Pair with other guide sections

Goodwill rent cuts on invoiced months pair with Bulk Hostkit invoicing when external credit notes need Issue credit notes (N) — same Hostkit pacing as first-time Issue allocation. Hub parity: Common Workflows — Rent reduction after invoicing. Full pairing matrix: handling-a-late-payment-section-cross-reference · Common Workflows section cross-reference.

Same-day turnover coordination​

Pair with other Handling a Late Payment guide sections

Step 1 — Identify overdue payments when outgoing In Debt on a departing stay blocks incoming Managing a Check-in — Step 4 on a same-day turnover unit — clear outgoing Managing a Check-out — Step 6 before you treat the row as rent arrears on the incoming guest. Hub parity: Common Workflows — Same-day turnover coordination. Full pairing matrix: handling-a-late-payment-section-cross-reference · Common Workflows section cross-reference.

Occupancy KPI to block hygiene handoff​

Pair with other Handling a Late Payment guide sections

Step 1 — Identify overdue payments when a unit appears on Dashboard Vacant Units but Sales Multicalendar shows manual holds — clear stale blocks via Manual block hygiene before you treat the row as rent arrears. Hub parity: Common Workflows — Occupancy KPI to block hygiene handoff. Full pairing matrix: handling-a-late-payment-section-cross-reference · Common Workflows section cross-reference.

Deposit missing on Finance Deposits​

Pair with other Handling a Late Payment guide sections

Step 1 — Identify overdue payments must distinguish deposit shortfalls from rent Partial Paid — when the Partial paid lifecycle card is empty, clear the Finance → Deposits toolbar date range first. Hub parity: Common Workflows — Deposit missing on Finance Deposits. Full pairing matrix: handling-a-late-payment-section-cross-reference · Common Workflows section cross-reference.

Deposit lifecycle status​

Pair with other Handling a Late Payment guide sections

Step 1 — Identify overdue payments contrasts rent Partial Paid on Payment Plan with deposit Partial Paid on depositStatus — open booking Deposit when the shortfall is a security deposit. Hub parity: Common Workflows — Deposit lifecycle status. Full pairing matrix: Handling A Late Payment section cross-reference · Common Workflows section cross-reference.

Partly collected security deposit​

Pair with other Handling a Late Payment guide sections

Step 1 — Identify overdue payments must distinguish deposit shortfalls (Partially paid on the Deposit tab; Partial Paid on depositStatus) from rent schedule Partial Paid on Payment Plan. Hub parity: Common Workflows — Partly collected security deposit. Full pairing matrix: handling-a-late-payment-section-cross-reference · Common Workflows section cross-reference.

Wrong tenant on a booking​

Pair with other Handling a Late Payment guide sections

Collections triage on Step 1 — Identify overdue payments may surface Upcoming bookings linked to the wrong tenant profile — use Change tenant on Contract Info before escalation, not Delete Booking when dates and unit are correct. Past invoiced allocations stay on the original tenant for audit. Hub parity: Common Workflows — Wrong tenant on a booking. Full pairing matrix: handling-a-late-payment-section-cross-reference · Common Workflows section cross-reference.

Cancel Booking vs Delete Booking​

Pair with other Handling a Late Payment guide sections

Last-resort escalation on Step 6 — Escalate if unresolved uses Cancel booking via Cancelling a Booking with refund-type dialogs — not Delete Booking when reconciled manual receipts and full Finance → Transactions history matter (#1897). Mistaken duplicate rows use Delete — see Processing a New Booking — Step 1. Hub parity: Common Workflows — Cancel Booking vs Delete Booking. Full pairing matrix: handling-a-late-payment-section-cross-reference · Common Workflows section cross-reference.

Portfolio retirement decisions​

Pair with other Handling a Late Payment guide sections

Last-resort escalation on Step 6 — Escalate if unresolved uses Cancel booking via Cancelling a Booking — not Delete Booking when ledger history and refund dialogs matter. Building sunsetting is Archive property — a third scope. Hub parity: Common Workflows — Portfolio retirement decisions. Full pairing matrix: handling-a-late-payment-section-cross-reference · Common Workflows section cross-reference.

Provider platform Delete Booking guard​

Pair with other Handling a Late Payment guide sections

Last-resort policy void on Step 6 — Escalate if unresolved uses Cancel booking — not Delete Booking when manual receipts must stay on Finance → Transactions. When soft-archiving mistaken integration rows elsewhere, clear provider platform in-payment first (#2076). Hub parity: Common Workflows — Provider platform Delete Booking guard. Full pairing matrix: handling-a-late-payment-section-cross-reference · Common Workflows section cross-reference.

Archived booking ledger visibility​

Pair with other Handling a Late Payment guide sections

Last-resort policy void on Step 6 — Escalate if unresolved uses Cancel booking — not Delete Booking when Manual Transactions must stay on Finance → Transactions (#1897). Soft-archive hides manual/provider_platform rows for that reservation. Hub parity: Common Workflows — Archived booking ledger visibility. Full pairing matrix: handling-a-late-payment-section-cross-reference · Common Workflows section cross-reference.

Archive property (building-level)​

Pair with other Handling a Late Payment guide sections

Before building Archive, finish open collections on Step 6 — Escalate if unresolved — sunsetting a building does not void receivables. Use Archive property only after arrears are settled or written off per policy. Hub parity: Common Workflows — Archive property (building-level). Full pairing matrix: handling-a-late-payment-section-cross-reference · Common Workflows section cross-reference.

Directory list load failures​

Pair with other Handling a Late Payment guide sections

Collections triage on Step 1 — Identify overdue payments needs loaded Finance, Bookings, or Tenants directories — Failed to load … + Retry is a first-fetch failure, not zero arrears in the portfolio. Pair Dashboard partial-load Retry when the headline Total Debt card loaded but aggregate stats failed. Hub parity: Common Workflows — Directory list load failures · Glossary — Directory list load failures hub. Full pairing matrix: handling-a-late-payment-section-cross-reference · Common Workflows section cross-reference.

Booking sidebar tab load failures​

Pair with other Handling a Late Payment guide sections

Collections outreach on Step 3 — Contact the tenant often needs Bookings → Communication while Payment Plan stays visible — Could not load messages needs header Refresh, not whole Bookings / Finance list Retry from Step 1. Hub parity: Glossary — Booking sidebar tab load failures hub · Common Workflows — Booking sidebar tab load failures. Full pairing matrix: handling-a-late-payment-section-cross-reference · Common Workflows section cross-reference.

Confirmation to check-in handoff​

Pair with other Handling a Late Payment guide sections

Unpaid Upcoming confirmation or move-in charges on Step 1 — Identify overdue payments block handoff to Managing a Check-in — Step 4 — contrast Upcoming payment overdue with Ongoing receivables collections. Finish Processing a New Booking — Step 6 portal gates before arrival-week planning. Hub parity: Common Workflows — Confirmation to check-in handoff. Full pairing matrix: handling-a-late-payment-section-cross-reference · Common Workflows section cross-reference.

Confirmation alert triage​

Pair with other Handling a Late Payment guide sections

Collections triage on Step 1 — Identify overdue payments must distinguish Upcoming payment overdue (confirmation-week unpaid charges — row-click via Notification triage — Step 4, finish Processing a New Booking — Step 6 before handoff) from Ongoing receivables on Payment alert to receivables triage. Hub parity: Common Workflows — Confirmation alert triage. Full pairing matrix: handling-a-late-payment-section-cross-reference · Common Workflows section cross-reference.

Portfolio segmentation by tenant category​

Pair with other Handling a Late Payment guide sections

Segment-wide arrears after Step 6 pair with Portfolio KPI review — Step 6. Hub parity: Common Workflows — Portfolio segmentation by tenant category. Full pairing matrix: handling-a-late-payment-section-cross-reference · Common Workflows section cross-reference.

Key glossary terms​

Pair with other Handling a Late Payment guide sections

Glossary rows pair with Glossary cluster cross-reference. Full pairing matrix: Handling a Late Payment section cross-reference · Common Workflows section cross-reference.

Module documentation hubs​

Pair with other Handling a Late Payment guide sections

Module hub bullets pair with Modules — Module cross-reference. Full pairing matrix: Handling a Late Payment section cross-reference · Common Workflows section cross-reference.