Reading a suspense case

One screen holds everything you need to decide where a receipt belongs: what the bank told you, where the platform thinks it goes, what has been placed already, and the ways out.

What the bank told us

These fields are the statement’s own words, unchanged. The platform never edits them, because they are your evidence when a customer asks why their money moved.

Field	What to do with it
Payer	The name on the payment. Often enough on its own.
Reference	What the payer typed. An account number here usually settles it.
Paying account	The account the money came from. If the payer has paid before, this is the strongest clue there is.
Bank reference	The bank’s own identifier, for when you have to ring them.

An empty payer and an empty reference together mean the statement cannot identify this money at all. That receipt needs a phone call, not a screen.

Where this money might belong

The platform suggests accounts and says why. Confidence is a summary of the evidence, not a promise:

Confidence	What it means
High	The payer is identified and the amount matches something owed
Medium	One of the two, not both
Low	A weak signal — read the evidence before acting

The Why column is the part that matters. A high score with evidence you disagree with is still wrong, and you are the one who decides.

A candidate can be flagged as expected on another account. That is not a reason to skip it — customers pay the wrong account of their own routinely — it is a reason to look twice.

The ways out

Five, and they mean different things:

Place it — this money belongs to that account. Use this whenever you know.
Split it — one payment settling several accounts. See below.
Send it back to the bank — the money was never yours to hold.
Move it to another purpose — you were holding it for the wrong reason. The money stays in suspense; only the label changes.
Write it off — nobody ever claimed it. A claim is kept against the payer, so if they appear two years later the record is still there.

Choosing the account

When you agree with a suggestion, select Place it on that row. The form opens with the customer and the account already answered, and you only confirm the amount.

Otherwise both Place it and Split it ask for the customer first, then the account.

Search for the customer by name or number.
Select the account from the ones they hold.
Leave Post it as on Whatever the account expects, unless you know better.

Step 3 is the one people over-think. A receipt on a loan is a repayment, and the platform already knows that. Choose a transaction type yourself only when this payment is something other than the usual.

You only see accounts this receipt can actually reach: accounts of the entity whose bank account received the money, in the currency it arrived in, and open. If the customer’s account is missing, one of those three is why.

Splitting a receipt

One payment often settles several accounts. Rather than placing it a piece at a time — which leaves the receipt half-placed between each step — the split is one form, and it will not submit until the pieces add up.

A receipt of 1,000 split 400 to one account and 500 to another shows 100 still to place, and the button stays disabled. Add the remaining 100 and it submits, placing all three at once.

That is deliberate. A part-placed receipt that everyone thinks is finished is how money sits unattributed for months.

What was placed, and where

Every placement is listed under Already placed, and each one says the customer, the account number, and what the money was posted as. That last part matters most when you left the transaction type on the default: the list is where you read back what the platform chose on your behalf.

The line also says whether a person or the platform placed it, and on what date.

Once nothing is left to place, the suggestions panel goes away. There is nothing left to decide, and a list of accounts the money might have gone to only invites a second placement that would double it.

Taking a placement back

If you place money on the wrong account, Take it back on that placement reverses it and returns the money to the case. Two placements of the same amount on the same account and the same day are told apart by the posting each one made, so the one you select is the one reversed.

The reversal is a posting of its own, not an erasure. The customer’s statement shows the money arriving and leaving, which is what an auditor needs to see.

Where this money has been

The journey shows every step this receipt has taken. See tracing a receipt.

What your organisation configures

The confidence at which the platform may place money without asking anyone, and the amount above which it must always ask.
Which transaction type a receipt becomes on each kind of account.
The reason codes offered when writing off or refunding.