# Manage payments

The Manage Payments tool displays all transactions on a loan and lets you take action on individual payments — cancel a scheduled payment, backdate a payment to a different effective date, reverse a payment to return funds to the borrower, or change the status of an external payment. Use this tool to correct payment errors, process returned payments, or update the status of checks, wires, and money orders.

**Availability:** All clients
**Required permissions:** `transaction:cancel` AND `transaction:backdate` AND `transaction:reverse` (all three required to access the tool). Individual actions within the tool also require `transaction:update` (to change status).
**Loan status:** `active`, `paidOff`, or `chargedOff`
**Loan types:** All

## Before you begin

- Each payment row shows the effective date, status, instrument type and last four digits, and amount. Select a row to expand it and view additional details including the unique transaction ID.
- The available actions on each payment depend on the payment's status, type, and the loan's current status. Not all actions are available on every payment.
- Reversals, reimbursements, and canceled payments display with distinctive icons and cannot have further actions taken on them.
- External payments (check, wire, money order) cannot be reversed — use **Change status** instead.


## View payments

1. From the agent-view Borrower Portal, open the loan and select **Loan options** > **Manage payments**.
2. The payment list displays all transactions sorted from newest to oldest.
3. Select a payment row to expand it and view details.


## Cancel a scheduled payment

Canceling removes a payment that has not yet been processed. Only payments in `scheduled` status can be canceled.

1. From the payment list, select a payment in **Scheduled** status.
2. Select **Cancel scheduled**.
3. Optionally enter a **Cancel reason**.
4. If your company requires a Case ID, select a case from the **Case ID** dropdown. See [Global behaviors — Case ID requirement](/servicing-operations/agent-only-tools/agent-tools-overview#case-id-requirement).
5. Confirm the cancellation.


The payment status changes to canceled. The canceled payment displays with a cancellation icon in the payment list.

**Eligible payments:** Status is `scheduled`, loan status is `active`, `accelerated`, or `chargedOff`, and the payment is not a reversal or reimbursement.

### Cancel field reference

| Field | Description | Required | Values / Format |
|  --- | --- | --- | --- |
| **Cancel reason** | An explanation of why the payment is being canceled. | No | Text |
| **Case ID** | The case associated with this action. | Conditional | Select from open cases. Required when `forceCaseIdOnAgentActions` is enabled. |


## Backdate a payment

Backdating changes the effective date and time of a payment. The system replays the loan as if the payment occurred at the new date, which can affect interest calculations and obligation fulfillment.

1. From the payment list, select a payment in **Succeeded** or **Pending** status.
2. Select **Backdate**.
3. Select a new **Effective date and time**. The date must be between the loan start date and today.
4. If your company requires a Case ID, select a case from the **Case ID** dropdown.
5. Confirm the backdate.


The system replays the loan from the new effective date. This process can take several minutes.

**Eligible payments:** Status is `succeeded` or `pending`, loan status is `active`, `accelerated`, or `chargedOff`, and the payment is not a reversal or reimbursement.

### Backdate field reference

| Field | Description | Required | Values / Format |
|  --- | --- | --- | --- |
| **Effective date and time** | The new effective date and time for the payment. | Yes | Datetime (range: loan start date to today) |
| **Case ID** | The case associated with this action. | Conditional | Select from open cases. Required when `forceCaseIdOnAgentActions` is enabled. |


## Reverse a payment

Reversing a payment creates a new reversal transaction and returns funds to the borrower's original payment instrument. The loan balance increases as if the original payment never happened.

1. From the payment list, select a payment in **Succeeded** status.
2. Select **Reverse**.
3. Select the reversal amount:
  - **Full amount** — Reverses the entire payment amount (displayed as a read-only value).
  - **Other amount** — Enter a custom amount. The amount must be greater than zero and cannot exceed the full payment amount.
4. If your company requires a Case ID, select a case from the **Case ID** dropdown.
5. Confirm the reversal.


Successful reversals may take 5–10 business days to appear in the borrower's bank account or card. Reversals can fail for reasons outside Peach's control (for example, a closed bank account). Failed reversals cannot be retried.

**Eligible payments:** Status is `succeeded`, effective amount is greater than zero, payment type is not check, wire, or money order, loan status is `active`, `accelerated`, or `paidOff`, and the payment is not a reversal or reimbursement.

**Important:** If the loan is paid off, you can reverse payments for up to a configurable number of days after the payoff date (typically 30 days). This is controlled by the `durationReversePaymentsAfterPaidOff` setting on the loan type.

### Reverse field reference

| Field | Description | Required | Values / Format |
|  --- | --- | --- | --- |
| **Amount** | The reversal amount. Select full or enter a custom amount. | Yes | Radio: Full amount (read-only display), Other amount (currency input, must be > 0 and ≤ full amount) |
| **Case ID** | The case associated with this action. | Conditional | Select from open cases. Required when `forceCaseIdOnAgentActions` is enabled. |


## Change payment status

For external payments (check, wire, money order), you can manually update the payment status to reflect whether the payment succeeded or failed. External payments cannot be reversed — use this action instead.

1. From the payment list, select an external payment.
2. Select **Change status**.
3. Select the new **Status** from the dropdown. The available options exclude the payment's current status.
4. If you selected **Failed**, select a **Failure reason** from the dropdown.
5. Confirm the status change.


**Eligible payments:** Payment type is check, wire, or money order (`isExternal` is true), loan status is `active`, `accelerated`, `chargedOff`, or `paidOff`.

### Change status field reference

| Field | Description | Required | Values / Format |
|  --- | --- | --- | --- |
| **Status** | The new status for the payment. | Yes | Select: Succeeded, Failed (current status is excluded from options) |
| **Failure reason** | The reason the payment failed. Only shown when the new status is **Failed**. | Conditional | Select: Insufficient Funds, Account Closed, Invalid Account, Unknown Reason, Account Frozen, Deceased, Invalid Routing, Payment Stopped, Fraudulent |


## Action eligibility summary

| Action | Payment status | Payment type | Loan status |
|  --- | --- | --- | --- |
| **Cancel scheduled** | `scheduled` | All except reversal/reimbursement | `active`, `accelerated`, `chargedOff` |
| **Backdate** | `succeeded`, `pending` | All except reversal/reimbursement | `active`, `accelerated`, `chargedOff` |
| **Reverse** | `succeeded` (amount > 0) | All except check, wire, money order, reversal, reimbursement | `active`, `accelerated`, `paidOff` |
| **Change status** | Any | Check, wire, money order only | `active`, `accelerated`, `chargedOff`, `paidOff` |


## Related pages

- [Agent-only loan tools](/servicing-operations/agent-only-tools/agent-tools-overview)
- [Issue and manage credits](/servicing-operations/agent-only-tools/agent-tools-credits)
- [Apply external payments](/servicing-operations/agent-only-tools/agent-tools-external-payments)
- [Reimburse a borrower](/servicing-operations/agent-only-tools/agent-tools-reimburse)