A promise-to-pay plan tracks an informal agreement between a borrower and lender. Unlike a payment plan, it does not change the loan schedule or due amounts — it monitors whether the borrower adheres to the agreed payment cadence. Use this tool when a borrower verbally commits to a payment schedule and you want to track compliance.
Availability: All clients Required permissions: promise.to.pay.plan:create AND promise.to.pay.plan:update (both required to access the tool) Loan status: active Loan types: All
- Only one active promise-to-pay plan is allowed at a time. To change a plan, cancel the existing one first and create a new one.
- Promise-to-pay plans do not schedule payments for automatic processing. The borrower must make payments manually.
- While a promise-to-pay plan is in place, other hardship tools can still be used — unlike payment plans, promises do not lock out other schedule modifications.
- A plan reaches its terminal state automatically:
keptif the borrower made all promised payments,brokenif they missed one, orcanceledif you cancel it.
- From the agent-view Borrower Portal, open the loan and select Loan options > Promise to pay.
- Select the Frequency for the plan: One-time, Bespoke, Monthly, Twice a month, Every two weeks, or Weekly.
- Depending on the frequency:
- For recurring frequencies (Monthly, Twice a month, Every two weeks, Weekly), select the Day the payment is expected.
- For Bespoke, configure the Schedule by adding specific date and amount combinations.
- Select the Start date for the plan. The date cannot be in the past.
- For recurring frequencies, enter the Number of payments expected.
- Enter the Amount the borrower agreed to pay per period.
- Review the Payment schedule summary. Select View full payment schedule to see all promised payment dates and amounts.
- If your company requires a Case ID, select a case from the Case ID dropdown. See Global behaviors — Case ID requirement.
- Select Create promise to pay.
The plan is created and begins tracking on the start date.
If a plan is active, this tool displays the plan details with a cancel option.
- From the agent-view Borrower Portal, open the loan and select Loan options > Promise to pay.
- Review the active plan details.
- Select Cancel plan.
- Enter a Cancellation reason.
- Optionally enter Details.
- If your company requires a Case ID, select a case from the Case ID dropdown.
- Confirm the cancellation.
After cancellation, there are no changes to the loan schedule, due amounts, or interest accrual. You can create a new promise-to-pay plan immediately.
After a plan reaches its terminal state (kept, broken, or canceled), you can view its details in this tool. If no active plan exists, the tool displays a history of all past plans. You can also view promise-to-pay summaries from the Collections Case in the CRM.
| Field | Description | Required | Values / Format |
|---|---|---|---|
| Frequency | How often the borrower promises to pay. | Yes | Select: One-time, Bespoke, Monthly, Twice a month, Every two weeks, Weekly |
| Day | The recurring day the promise is evaluated. Shown for recurring frequencies. | Conditional | Select (day of month or day of week depending on frequency) |
| Schedule | Custom date and amount pairs. Only shown for Bespoke frequency. | Conditional | Dynamic array of date + amount rows |
| Start date | The date the plan begins. Cannot be in the past. | Yes | Date |
| Number of payments | How many payments the borrower promises to make. Shown for recurring frequencies. | Conditional | Number |
| Amount | The amount the borrower agrees to pay per period. | Yes | Currency |
| Payment schedule | Preview of all promised payment dates and amounts. | — | Read-only display |
| Case ID | The case associated with this action. | Conditional | Select from open cases. Required when forceCaseIdOnAgentActions is enabled. |
| Field | Description | Required | Values / Format |
|---|---|---|---|
| Cancellation reason | The reason for canceling the plan. | Yes | Select: Canceled by user, Loan charged off, Loan accelerated, Other promise to pay offered, Other |
| Details | Additional context about the cancellation. | No | Text |
| Case ID | The case associated with the cancellation. | Conditional | Select from open cases. |