How to apply a payment to a different invoice or load

Sometimes a payment is received and applied to the wrong invoice or load number. This can happen when a customer remits payment referencing an incorrect invoice, or when a payment is processed under a different job number than intended. This article explains how to request a payment reapplication through Denim.

When to request a payment reapplication

You may need to request a payment reapplication if:

• A customer paid under one invoice number, but the payment should be applied to a different invoice or load.

• Your accounts receivable shows an outstanding balance, but the customer confirms they have already remitted payment.

• A remittance was sent to an incorrect email address and was not automatically applied.

What you need to provide

To process a payment reapplication, the Denim support team will need the following:

1. Written confirmation (Letter of Authorization) from the customer (the paying party) stating it is acceptable to apply the payment from one invoice/reference number to another. This can be provided via email and should clearly identify both the original reference and the target invoice or load number.

2. Remittance details from the customer, including the payment reference number, amount, and date of payment.

3. Supporting remittance documentation showing which invoice or invoices the payment covers, along with the affected invoice or load references. An invoice or job number alone does not establish how an unapplied payment should be allocated.

The supporting-document requirement for an unapplied payment is distinct from moving a payment between references: a reapplication between references may require the paying customer's written authorization above.

How to submit the request

Once you have gathered the required documentation, contact Denim Support at support@denim.com with the following information. For remittance routing, send matching remittance details to billing@denim.com with each payment sent to Denim. This address is for incoming remittance details and is not monitored for replies; contact support@denim.com for payment help.

WARP account exception: Send remittance files concerning a WARP account directly to WARP Accounts Receivable at accountsreceivable@wearewarp.com, copying billing@denim.com. For other accounts, follow the account's current remittance instructions.

• The invoice or load number where the payment was incorrectly applied (or is showing as outstanding).

• The invoice or load number where the payment should be applied.

• The written customer authorization (LOA) approving the reapplication.

• Any remittance documentation provided by the customer.

Once the authorization and remittance details are received, Denim's cash application team will process the reapplication.

Tips

• Make sure the customer's written confirmation clearly references both invoice numbers so there is no ambiguity.

• Send matching remittance details with each payment so the payment can be matched to the invoices or references it covers. If a remittance was sent to an incorrect email address, resend it to billing@denim.com. For a WARP account, use the WARP Accounts Receivable route described above; for other accounts, follow their current remittance instructions.

• If a remittance attachment cannot be opened as an .eml file, resend it as a PDF, DOC/Word document, or screenshot. These are usable alternatives, not necessarily the only accepted formats.

• When a remittance includes a per-diem credit memo or credit note for a load, send the credit document with the remittance and clearly identify the invoice or reference to which the credit should be applied. Do not state that the credit has been applied until the account record or payer confirms it; this instruction may not apply to every credit type or payer.

• If you are unsure whether a payment has been received, contact Denim Support with the load or invoice number and any available remittance details before requesting a reapplication.