Know what's missing before you close a payment exception.
Ten evidence checks for a payment that has not landed where it should. Record what is confirmed, what is missing and who acts next, before anyone retries, corrects or closes the case.
Free Excel workbook with a blank review and completed example, plus a three-page PDF guide.
- Find the break. Trace one payment through receipt, matching, posting and reconciliation.
- Check before retrying. Establish whether the payment has already affected the account.
- Hand over clearly. Record the evidence, owner and next action so the next reviewer starts where you stopped.
- Copy a completed example. Case EX-001 shows every check filled in, from the rejected row to the closing evidence.
Keep the evidence and the next action together.
Record the case identifiers and amounts, then give each check a status, evidence reference, finding, owner and next review time. Use the handover log to record what changed.
Keep the Completed example (EX-001) tab open beside your Blank review tab.
Version 1.1 · Prepared by Lokta · Example data is synthetic.
EX-001 · Completed example · Check 03
Check matching and duplicates
- Status
- Confirmed
- Evidence reference
- MAP-DEMO-04; DUP-DEMO-05
- Finding / next action
- Virtual-account mapping, amount and transaction reference agree. No prior posting at 09:20 or on the fresh 09:39 check.
- Owner
- Ops A
The file was accepted. One payment still failed.
INR 10,000 reaches the lender's bank account, but the loan account shows no payment. The import accepted the file and rejected the row because its loan reference was missing.
Synthetic example · Selected steps from case EX-001 · No customer or production data.
Receipt confirmed
BANK-DEMO-91 confirms INR 10,000 received. The loan account has no corresponding posting.
Break identified
IMPORT-DEMO-17 shows the row was rejected for a missing loan reference. File acceptance did not establish row success.
Match and duplicate check
MAP-DEMO-04 links the bank's virtual-account reference to DEMO-104. The receipt amount and transaction reference agree. The posting history shows no prior effect for BANK-DEMO-91.
Single posting verified
After a fresh duplicate check, TXN-DEMO-22 posts INR 10,000 once. This example's approved procedure uses the receipt date, 21 September 2026. Allocation follows that procedure.
Reconciliation completed
REC-DEMO-08 reconciles receipt, posting and suspense clearance. EFFECT-DEMO-02 records no related charge, overdue, collections, re-presentation or bureau effect requiring action in this example. The receipt is resolved; the loan's remaining balance is not assessed here.
The full example also records the correction approval, borrower communication and closure review. Its completed checklist shows the status, owner and evidence for all ten checks.
Get the free editable checklistUse it on the case you are working on now.
Choose an unresolved exception.
Start with a payment not reflected, an unmatched receipt or a correction awaiting review.
Work through the ten checks.
Keep the completed example beside your case. Choose Confirmed, Gap, Waiting or Not applicable, and record the evidence. Leave checks you have not assessed as Not reviewed.
Record who acts next.
Add the owner, what they are waiting for and the next review time. Record the handover before passing the workbook on.
Adapt the template to your lender's procedures and approval rules. Keep borrower data in approved systems and record references here. Completing the checklist does not authorise a financial change.
Read all ten evidence checks
Identify the case
Record the case ID, loan reference, event time, channel and external transaction reference. Use references to approved systems instead of copying personal data.
Can another operator find the same event?
Establish the source facts
Compare the bank or payment-provider record with the loan record. Distinguish a reported payment from confirmed receipt and settlement.
Which source supports each status and amount?
Check matching and duplicates
Verify the account mapping, external reference and prior processing history. Check whether the same financial event has already affected the loan.
Would a retry create a second posting?
Locate the break
Identify the last completed step: receipt, settlement, matching, posting, allocation, reconciliation or communication. Preserve the failed response or exception reason.
Where did the records stop agreeing?
Confirm the applicable policy
Record the policy or agreement version that governs the proposed correction, allocation, refund or adjustment. Escalate an unclear rule.
Which approved rule supports the proposed action?
Assign the next action
Name one accountable owner, the proposed action and a review time. Record any dependency on a bank, partner, finance team or specialist.
Who acts next, and what are they waiting for?
Check authority before acting
Confirm required permissions and approvals before a financial change or borrower communication. Preserve the approval or the reason no approval is required.
Is the actor authorised for this specific action?
Verify execution and balances
Record the execution reference, posting date and before/after balances, including suspense where applicable. Reconcile receipt, posting, allocation and the unresolved amount. Check whether charges, overdue status, collections contacts, debit re-presentations or bureau records during the gap need review under lender policy. A retry response alone is not completion evidence.
Do the records reconcile, and do any related effects need review?
Communicate the supported outcome
Explain what was confirmed, what changed and what remains open. Use an approved channel and retain the communication reference.
Does the explanation match the verified account state?
Close with evidence
Retain the cause, source references, action, approvals, execution result and closure check. Record recurring causes for a separate policy or system review.
Could another reviewer reconstruct the resolution?
For payment matching, allocation and ledger acceptance tests, read the loan reconciliation guide.
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