Suspense Payments
Learn how to mark payments as suspense when they cannot be confidently matched to a customer or invoice, and understand the impact on customer mapping, invoice allocations, and later reassignment.
When a payment cannot be confidently linked to a specific customer or invoice, it can be marked as a Suspense Payment. This ensures the amount remains recorded in the system but excluded from active customer balances until clarification or remittance details are received.
When to use?
Mark a payment as Suspense in any of the following cases:
The payment has insufficient or ambiguous remittance information.
The payment was received from an unidentified payer.
The payment is temporarily held until further validation.
The payment is wrongly allocated to a customer and needs to be detached.
Note:
If Zuora's Smart Match is unable to confidently identify the right customer for a payment, the payment will remain as a Suspense Payment by default. It will stay in this state until the user manually assigns the correct customer.
How to mark a payment as suspense
Navigate to the Payment Details page.
Select the payment you want to mark as suspense.
Click More Actions and mark as Suspense Payment.
Impact of marking as suspense
Customer Mapping: The customer association is cleared.
Invoice Matching: All existing invoice allocations (if any) are unlinked.
Reversal: Suspense payments can be reassigned to a valid customer later and then re-posted.