What to record
Capture the amount, promised date, relevant account or invoices, and the customer's stated payment method when appropriate. Record how the commitment was obtained and any approved conditions.
A promise may concern one payment or form part of a payment arrangement. Legal enforceability depends on the facts, agreement, and applicable law.
Track the outcome
Hypothetical example: A customer promises $200 by October 15 against a $500 invoice. A confirmed and applied $200 receipt can satisfy that promise under the stated policy while leaving $300 open.
A scheduled debit, payment link click, or verbal commitment is not settled cash. Returned payments and allocation delays need separate handling.
Define performance measures
Document what counts as kept, partial, broken, rescheduled, or pending. Use consistent observation windows when calculating kept-promise rates.
Before following up on an apparently broken promise, check recent receipts, processing delays, disputes, and account restrictions. Reminders and revised arrangements must stay within approved rules. Do not close an invoice solely because a promise was recorded.