Payments Not Showing

This guide covers what to check when a customer's payment — a SAD (Site Assessment Deposit), a project deposit, or a full payment — doesn't seem to appear where you expect on /payments or on an opportunity.

First: confirm you're allowed to see Payments at all

/payments is only visible to csr, manager, and executive roles (plus admin, which always sees everything). If you're a Door Expert or Project Manager and can't find Payments in your sidebar, that's expected — see /help/permissions/page-access-matrix. Ask a CSR or manager to check the payment for you.

Step 1: Check you're looking at the right record

• Payments are tied to a specific opportunity, not directly to the customer record. Open the opportunity (/opportunities/:id) and look for its Payments tab/section, or check /payments and filter/search by customer name.
• Confirm you're checking the right opportunity if the customer has more than one (e.g., a repeat customer with multiple projects).

Step 2: Confirm what stage the deal should be in

Remember: SAD = Site Assessment Deposit, and paying it is what marks a deal sold. If the SAD was just submitted by the customer, there can be a short delay between the customer completing the payment and the stage updating to sold.

• If the customer says they paid but the opportunity is still showing proposal sent, wait a minute and refresh — payment processors can have brief confirmation delays.
• If it's been more than a few minutes with no update, treat this as a real issue rather than a delay.

Step 3: Check the payment link itself

Payment links live under /pay/:token. If a customer says a link "didn't work":

• Confirm the link wasn't already used (payment links are typically single-use per payment request).
• Confirm the link hasn't expired.
• If the proposal was reversed/unsold and re-issued (proposals are immutable, so corrections go through this process), old payment links tied to the original proposal will no longer be valid — a new one needs to be generated from the current proposal.

Step 4: Check for a duplicate or split payment

Payment options are Financing (12 months, 0% interest), Full Project (50/50), and Discounted (100% down). Financing and 50/50 payments happen in more than one part:

• If you're only seeing "half" of what you expected, check whether the deal is on a 50/50 plan — the second half may not be due/collected yet.
• For financing, the SAD may be collected up front while the financed balance is handled through the financing provider, not shown as a single lump payment in YND OS.

Step 5: Rule out a permissions issue, not a data issue

If a payment truly exists but a specific person can't see it, first confirm they have /payments access at all (see above) before assuming the payment is missing from the system.

Still not resolved?

Escalate to a manager with: the customer name, the opportunity, the payment type (SAD vs. project deposit), and roughly when the customer says they paid.

Related

• /help/features/payments-sad
• /help/workflows/proposal-to-sad