Customer Says They Paid But It's Not Showing

If a customer reports payment but it's not showing in Good Plan, here's how to resolve it.

Understanding the Process

Remember: Good Plan doesn't process payments. It's a tracking tool. The workflow is:

1. Customer makes payment to you directly
2. Customer reports payment in Good Plan
3. You verify payment in your accounts
4. You mark as verified in Good Plan

If payment isn't showing, there's a breakdown somewhere in this chain.

Check Their Check-In Status

Did they respond to the check-in?

1. Go to the plan
2. View the specific payment
3. Check status:
   • Pending: Check-in sent, awaiting response
   • Reported: They said they paid
   • Verified: You confirmed receipt

If Status is "Pending"

They haven't responded to the check-in. Ask them to:

1. Check email for check-in message
2. Click the link
3. Select "Yes, I paid"
4. Choose payment method

Or you can manually mark it reported if you know they paid.

If Status is "Reported"

They reported it, you just haven't verified yet:

1. Check your accounting/banking
2. Confirm payment received
3. Mark as verified in Good Plan

Your customer will see it update within a few minutes.

If Status is "Verified"

But they say it's not showing:

Browser Cache: Ask them to:

• Refresh the portal page
• Try in private/incognito browser
• Clear browser cache

Wrong Portal: Make sure they're viewing the correct plan (if they have multiple)

Email Confusion: Check if they're looking at an old email vs current status

Communication Gaps

Sometimes "not showing" means:

• They expected instant update (explain the verification process)
• They're looking at wrong payment date
• They thought payment would auto-deduct (it doesn't)

Manually Recording Payments

If the check-in system failed, you can:

1. Go to the payment in question
2. Click Manual Entry
3. Enter:
   • Payment received date
   • Amount
   • Method
4. Mark as verified

This bypasses the normal check-in flow but achieves the same result.

Prevention

Set clear expectations:

• Explain you verify payments manually
• Response to check-ins is important
• Updates may take 24-48 hours
• Good Plan is tracking, not payment processing

Still Stuck?

Contact support with:

• Customer name
• Plan number
• What they're seeing vs what should show
• Screenshots if possible

We can review the plan and help diagnose the issue.