Example lockbox scenarios

Review the following scenarios to understand how the lockbox application processes incoming payments when the account and invoice information matches or does not match Zuora records.

The following table describes common data scenarios for incoming lockbox payments and the corresponding result that the lockbox application produces. The Scenario column describes the data that the lockbox receives, and the Result column describes how the lockbox application processes the payment.

Table 1. Lockbox payment matching scenarios
Scenario	Account	Invoice	Date	Amount	Result
The account number and the invoice number are both correct.	A00003054	Z-11472-INV-00000051	11/29/2022	10.00	Zuora creates the payment and applies it to the correct invoice.
The account number is blank.		Z-11472-INV-00000051	11/29/2022	20.00	Zuora creates the payment and applies it to the correct invoice.
The account number is invalid.	BAD123	Z-11472-INV-00000051	11/29/2022	30.00	Zuora creates the payment and applies it to the correct invoice.
The account number is incorrect but matches a different valid account.	A00003070	Z-11472-INV-00000051	11/29/2022	40.00	Zuora creates the payment and applies it to the correct invoice.
The invoice number is blank.	A00003054		11/29/2022	50.00	Zuora creates the payment as an unapplied payment on the account.
The invoice number is invalid.	A00003054	BAD456	11/29/2022	60.00	Zuora creates the payment as an unapplied payment on the account.
The invoice number is incorrect, and the referenced invoice is already paid.	A00003054	Z-11472-INV-00000050	11/29/2022	70.00	Zuora creates the payment as an unapplied payment on the account.
The invoice number is incorrect and belongs to a different account.	A00003054	Z-11472-INV-00000059	11/29/2022	80.00	Zuora applies the payment to the incorrect invoice on the other account. The behavior depends on whether Invoice Settlement is enabled: With Invoice Settlement enabled and Process by Invoice selected first, this is the expected result. If necessary, the customer billing team can manually unapply the payment from the incorrect invoice and reapply it to the correct invoice on the correct account. Without Invoice Settlement, issue an external refund and create a new external payment.
Both the account number and the invoice number are blank.			11/29/2022	90.00	The payment fails, as expected.
Both the account number and the invoice number are invalid.	BAD123	BAD456	11/29/2022	100.00	The payment fails, as expected.

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Example lockbox scenarios

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