> ## Documentation Index > Fetch the complete documentation index at: https://docs.payreque.st/llms.txt > Use this file to discover all available pages before exploring further. # Managing Cases > Pause and resume collection cases, register manual payments, and waive remaining balances # Managing Cases Once a collection case is open, you have full control over how it progresses. Pause cases when a customer is negotiating, register payments received outside PayRequest, or waive remaining balances when you've agreed on a settlement. These features work for both invoice-based cases and external debt cases. You can manage any active or paused case from the case detail page. ## Key Capabilities Temporarily suspend automated escalation while you negotiate with the customer Register payments received via bank transfer, cash, or other channels Write off the remaining balance when you've agreed on a settlement (kwijtschelding) Every action is logged in a unified timeline — emails, letters, payments, stage changes ## Pause & Resume Sometimes you need to put a case on hold — for example, while negotiating a payment arrangement, waiting for a customer response, or during a dispute review. ### Pausing a Case ### Open the Case Navigate to **Debt Collection** and click on the case you want to pause. ### Click Pause In the **Actions** card on the right sidebar, click **Pause**. Confirm the action. ### Case is Paused The case status changes to **Paused** (purple badge). A purple banner appears at the top of the case. **What happens when a case is paused:** * Automated escalation is suspended — the case won't progress to the next stage * Daily processing skips the case entirely * The customer portal shows a "Case On Hold" message * You can still send reminders, register payments, and add notes * The payment link remains active — the customer can still pay at any time ### Resuming a Case Click **Resume** on the purple banner (or from the paused case list). The case returns to **Active** status and: * Days overdue are recalculated based on the current date * If enough time has passed, the case may automatically escalate to the next stage * Automated processing resumes from the next daily run Use pause strategically. If a customer promises to pay within a week, pause the case to show good faith. If they don't follow through, resume and escalate. ### Filtering Paused Cases On the Debt Collection overview, use the **Status** filter and select **Paused** to see all cases currently on hold. ## Registering Payments When a customer pays outside of PayRequest — via direct bank transfer, cash, or another channel — you can register the payment manually to keep the case up to date. ### Register a Payment ### Open the Case Navigate to the collection case detail page. ### Find the Register Payment Section Below the amount breakdown, you'll see the **Register Payment** form (only visible for active or paused cases with a remaining balance). ### Fill in the Details | Field | Description | | ---------- | -------------------------------------------------------- | | **Amount** | How much was paid (cannot exceed remaining balance) | | **Date** | When the payment was received | | **Method** | Bank Transfer, Cash, or Other | | **Note** | Optional note about the payment (e.g., reference number) | ### Click Register Payment The payment is recorded and the amount breakdown updates immediately. ### Amount Breakdown When partial payments are registered, the case detail page shows a clear breakdown: | Line | Example | | --------------- | ---------------- | | Original Amount | EUR 1,000.00 | | Collection Fee | EUR 40.00 | | **Total Due** | **EUR 1,040.00** | | Amount Paid | - EUR 500.00 | | **Remaining** | **EUR 540.00** | This breakdown is also visible to the customer in the portal and on payment pages. ### Automatic Case Closure When the total amount paid reaches or exceeds the total due, the case is **automatically marked as paid**. No manual action needed. ### Payment History All registered payments appear in the **Payment History** table on the case detail page, showing the date, amount, method, and any notes for each payment. ## Waiving the Remaining Balance Sometimes you agree to accept less than the full amount — a settlement, goodwill gesture, or recognition that the full debt won't be recovered. In Dutch collection practice, this is called **kwijtschelding** (remission). ### Register Partial Payment(s) First Register any actual payments you've received. The remaining balance will be calculated automatically. ### Click Waive Remaining Below the Register Payment button, click **Waive Remaining**. You'll see a confirmation dialog showing the exact amount that will be waived. ### Confirm the Waiver The remaining balance is recorded as a "remission" entry in the payment history, and the case is marked as **Paid**. Waiving a balance is permanent. The case will be closed as paid and cannot be reopened. Make sure you've received all expected payments before waiving. The waived amount appears in the payment history with a purple **waived** label, so you always have a clear record of what was actually paid versus what was written off. ## Pre-Collection Stage (Pre-Incasso) Before starting formal debt collection, you can send a free, informal reminder — the **Pre-Collection** stage. This is a soft first step that often resolves the payment without any formal collection process. ### How It Works When creating a new collection case, toggle **Pre-Incasso** on. The case starts at **Stage 0: Pre-Collection** instead of Stage 1. **Stage 0 characteristics:** * Softer, more friendly communication tone * No collection fees added * Gray/neutral color in the portal (less alarming for customers) * Emails and letters use gentle reminder language * After 14 days without payment, the case automatically escalates to Stage 1 Pre-incasso is ideal when you want to give customers one final chance before starting formal collection. It's free, non-threatening, and often resolves the issue without needing the full pipeline. ### Stage Overview (Including Pre-Collection) | Stage | Name | Tone | Fees | | ----- | ----------------- | --------------------------- | ---- | | 0 | Pre-Collection | Gentle, assumes oversight | None | | 1 | Friendly Reminder | Polite, clear request | None | | 2 | Formal Notice | Professional, sets deadline | None | | 3 | Collection Fees | Firm, fees applied | Yes | | 4 | Final Warning | Urgent, final chance | Yes | ## Activity Timeline Every action on a case is recorded in a unified timeline on the right sidebar of the case detail page. The timeline combines: * **Stage changes** — When the case moves to a new stage (with colored badges) * **Emails sent** — Each reminder email, with timestamp * **Letters sent** — Postal letters uploaded to Pingen * **Payments registered** — Manual payment registrations * **Balance waived** — Remission entries * **Case created, paused, resumed, cancelled, closed** — All status changes * **Notes added** — Internal notes you add to the case Events are sorted newest-first, with color-coded dots for quick scanning. ## Best Practices If a customer has a good payment history and is late for the first time, start with pre-incasso. A gentle nudge is usually enough. Before adding collection fees, pause the case and reach out to the customer directly. Many disputes and arrangements happen at this stage. Tracking every payment builds a clear record. If you ever need to involve a legal advisor, a complete payment history is invaluable. When you agree to a payment arrangement or partial settlement, document it in the case notes. This protects both you and the customer. If recovery costs would exceed the remaining balance, it's often more practical to waive the amount and close the case. Focus your energy on cases with better recovery potential. ## FAQs Yes. You can register payments on both active and paused cases. If the registered amount covers the full balance, the case is automatically marked as paid regardless of its current status. The payment plan continues independently — pausing the case only stops automated escalation. If you need to pause the plan too, cancel it separately. Yes. The payment link remains active and the **Pay Now** button is visible in the customer portal. Pausing only affects automated processing, not the customer's ability to pay. The customer sees the case as paid. The internal payment history (visible only to you) shows the breakdown of actual payments versus waived amounts. Yes. Pre-incasso is optional. When creating a case, simply leave the **Pre-Incasso** toggle off. The case will start at Stage 1 (Friendly Reminder) as before. ## Related Documentation How to open a new collection case with or without pre-incasso Understand the full 5-stage escalation process Set up installment plans for structured repayment Back to the overview