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Keep enquiry, quote, supplier and payment references separate
Your CH reference identifies an enquiry saved on this site. A Q reference identifies a written quote and needs its current version. A supplier invoice identifies the supplier’s billing document. A purchase order, or PO, records the buyer’s order under its own reference. The bank or payment provider assigns the actual transaction reference. A UETR, where available, helps banks trace a transfer. Each reference has its own role. Keep a short mapping so the team can connect the transaction to the right quote lines and supplier documents.
- For each document, record its reference, issuer, date, version and the enquiry or order lines it concerns.
- For an original-enquiry supplement, use the original CH reference and the same enquiry email. A quote number or bank transaction reference cannot replace that pair.
Show how each payment is allocated
One payment may cover several agreed lines. One order may also have separate sample, deposit and balance payments. List each actual transaction once, then show its allocations. Keep the amount due, the customer’s debit and the confirmed incoming amount in separate entries, each with its currency. Record an amount as confirmed only when the responsible party has evidence. Identify any unallocated remainder and who will clarify it. Check the agreed cost allocation before treating a deduction as an amount still payable.
- A useful row includes transaction date and reference, method, amount and currency, quote version, covered lines or stage, allocated amount and open remainder.
- If the same transfer supports several lines, its allocations must reconcile to the amount available for allocation. Repeating the full transfer on each line would count it more than once.
- For several payments against one order, show the earlier allocations before calculating a remaining amount. Explain any currency conversion or credit separately.
Record saving, payment confirmation and operational approval as separate events
The site’s form receipt confirms that enquiry information was saved. Our team checks payment status and matches funds using the records available from the provider or receiving bank. Purchasing, production and dispatch then require the approvals agreed for that order. A saved message or a completed payment record alone leaves those operational decisions to be confirmed. Give every handover event a date, a responsible person, supporting evidence and an explicit next action. Name the documents you have and agree how to provide any further material with the team.
- A handover note might record that the message was saved, the incoming amount remains to be checked, and the team will reply about allocation.
- A later note can record the matched amount and quote version while identifying the production or shipping approval still needed.
- Copy the actual payment status and the time checked. Keep a refund’s later status separate from the original payment’s status.
Message template before making a payment
Use this fictional template when the payment instruction or its purpose still needs confirmation. Check the amount, currency and recipient against the latest written instruction. If recipient details have changed, verify the revision through your established contact before authorising payment. The next responsible person should be able to answer one specific question and issue or confirm the applicable instruction.
- My enquiry is [original enquiry reference]. The quote is [quote reference and version]. I intend to pay for [approved lines or stage] in [amount and currency], using [preferred method]. Please confirm [specific question about recipient, purpose or payment instruction] before I proceed.
- If you are starting a new payment enquiry, describe the purchasing context and the quote you already have. State explicitly when no enquiry reference has yet been issued.
Message template for a payment made but not yet matched
Use the existing transaction record. A bank debit, wallet confirmation and provider status can describe different parts of the payment. For Alipay, retain the transaction reference even if the statement description is shortened or unfamiliar. Tell the team what is actually shown. Ask for the original transaction to be checked before deciding whether another payment is appropriate.
- Please add this to [original enquiry reference], using my original enquiry email. I paid by [method] on [date and time]. The reference is [transaction reference]. My account shows [debit amount and currency] and [displayed status], checked at [time]. This concerns [quote version and lines]. Please check whether the payment has been received and allocated. I have [description of available record].
- Keep any bank investigation reference with the original transaction. State which information is still awaited and who is following it up.
Message template for a difference in amount
Describe the three amounts separately and name any confirmed charge or conversion. If the incoming amount has not been confirmed, say so. The team can then review the quote, earlier allocations and agreed fee responsibility. A service provider’s own charge does not automatically create a customer balance. Any proposed balancing payment needs a reason and a confirmed instruction.
- For [original enquiry reference] and [quote reference and version], the amount due for [lines or stage] is [amount and currency]. My account was debited [amount and currency]. The confirmed incoming amount is [amount and currency, or not yet known]. The record shows [evidenced charge or conversion, or none confirmed]. Please explain the difference, confirm the allocation and tell me the next action before I make another payment.
- If a deposit or earlier credit applies, identify its transaction and the amount already allocated. Keep an unexplained difference open in the record.
Message template for a refund request or refund check
Identify the original payment and the part you want reviewed. A refund request, an approved refund and its completion are different events. The team must review the order terms and the actual transaction. If a refund has already been initiated, keep its separate status and any available tracing reference. Ask the responsible institution about an unresolved result using those records.
- For [original enquiry reference] and [quote reference and version], please review [amount and currency or order lines] because [reason]. The original payment is [transaction reference, date and amount]. The refund information I have is [reference and displayed status, or no refund confirmed]. Please tell me which information is needed and what next action has been agreed.
- A completed original payment does not establish that a refund is complete. Depending on the payment record, a reversal may remove the original debit. Ask about the actual entry rather than assuming a second credit must appear.
Leave the next person a clear decision and its supporting record
Before handing over, check that every reference points to the current document and that payment allocations are counted once. Name the last confirmed state, the unresolved question, the next responsible person and the approval still required. Replace all template placeholders with real details. Keep passwords, card security codes and login credentials out of the message. If you already have an enquiry, add evidence through its original-reference follow-up so the next person can review the established order context.
- The handover packet contains the enquiry and quote references, document versions, payment and allocation records, and the latest written decision.
- The final request identifies what the recipient should check or approve. Purchasing or shipping continues at the checkpoint agreed for the actual order.
Sources
Stripe · Verify payment status
Stripe · Alipay transaction records
Stripe · Refunds and reversals
UBS · Track an international payment