1. Purpose & Scope
This article explains how the platform automates the creation and linking of payment objects when an invoice is issued under the Agency Collect model, how tokens sent from a Partner are matched to invoices and booking orders on the Property side, and how the statuses of these documents stay synchronised throughout the payment lifecycle.
Understanding this flow is essential for any user working (Buyer or Supplier) with Agency Collect billing, because a missed configuration or an unmatched token can leave invoices unpaid or booking orders in the wrong status.
This article applies to both Invoices and Booking Orders, generally referred to as "Documentation".
CONTENT OF ARTICLE
Collecting your booking payments (Object / Token)
3. Automatic Object Generation from an Invoice
3.1 Linking the Generated Object to the Invoice
3.1.1 Object Status is Collected
3.1.2 Object Status is Rejected
4. Token-to-Invoice and Token-to-Booking-Order Matching
4.1 Matching Logic and Confidence Levels
4.2 Configuring the Token Match automation
4.3 Displaying the Linked Document in Manage Token
4.4 Displaying the Linked Token in the Manage Invoice or Manage Booking Order
5.1 Filtering the Correspondence list
5.2 Manually matching the Tokens
5.3 Status Changes Triggered by Token Events (Token Linked at 100%)
5.3.1 Token Activity: Partially Paid
5.3.2 Token Activity: Fully Paid (Balance Reaches Zero or Below)
2. Pre-Requisites
Before working with the features described in this article, the following areas of the platform must be correctly configured.
| Area | Why It Matters |
| Terms (Property ↔ Partner) | The Terms agreement between the Property and the Partner must have the payment method set to Object. Without this, the automatic object generation flow will not happen. |
| Sales → Booking (Invoice status) |
The invoice must have been issued and approved (if approval was required), AND with status either at Outstanding or Overdue. This status transition is the trigger for automatic object generation. |
| Settings → Automation → Billing Automation Preferences |
If the Property issues invoices automatically, billing automation for invoices must be active. This determines whether token-to-invoice matching is performed. If the Property intends to only issue the Booking Orders, no billing automation is required. |
| Settings → Automation → Billing → Reference Automation Preferences |
These checkboxes control whether matched tokens are linked automatically at 100% confidence, 50% confidence or not at all. The correct configuration here determines how much of the matching process is handled without manual intervention. |
| Sales → Token (Partner side) | Tokens must have been created by the Partner and sent to the Property in order for tokens created to be visible on the Property side under Sales → Token. |
3. Automatic Object Generation from an Invoice
When an invoice reaches Outstanding or Overdue status, the platform automatically generates an object for payment and links it to the relevant invoice. This removes the need for staff to create the object manually.
3.1 Linking the Generated Object to the Invoice
Once the object has been generated, it is displayed in the manage invoice view within a dedicated table. This allows anyone reviewing the invoice to see the associated object at a glance without navigating away.
3.1.1 Object Status is Collected
When the object status changes to Collected, the following actions occur automatically:
- Documentation status changes to Paid.
- Amount Paid row is updated on the documentation
- The platform calculates the updated Balance Due as follows:
Balance Due = Total Invoice Amount − Amount Paid
3.1.2 Object Status: Rejected
When the object is rejected by the buyer, the following actions occur:
- Documentation status changes to Uncollectible
4. Token-to-Invoice and Token-to-Booking-Order Matching
When a Partner generates and sends the token, that token becomes visible in your account under Sales → Token. This token will be matched with either your Booking Order or Invoice document.
As the token is not automatically created upon Invoice or Booking Order creation, a matching process will need to be conducted between both token and the documentation.
Matching will only happen for documents (invoices or booking orders) that are currently in Overdue or Outstanding status, based on the input of the Reference field when token is generated.
4.1 Matching Logic and Confidence Levels
The matching process checks up to three parameters — Booking ID, Partner ID, and Amount — to calculate a matching confidence percentage.
| Matching Confidence | Parameters Matched | How the System Determines This |
| 100% | Booking ID + Partner ID + Amount |
|
| 50% | Booking ID + Partner ID | Booking ID and Partner ID match, but the token amount differs from the document amount |
| 35% |
Booking ID only OR Partner ID + Amount only |
Booking ID matches but Partner ID and Amount do not match OR Booking ID does not match at all but Partner ID and Amount both match |
| 25% | Amount only | The token amount matches a document, but neither Booking ID nor Partner ID correspond |
| 0% | No parameters match | No correspondence found between token reference, Partner ID, or Amount |
Note on split bookings: A single token can be linked to up to two documents. This covers scenarios where a booking is split into two payment rates, resulting in two separate invoices or booking orders (e.g., Rate 1/2 and Rate 2/2) paid with the same token.
Whenever an unmatched token's amount is refreshed or updated, the system re-evaluates the amount-matching component of the confidence calculation.
4.2 Configuring the Token Match automation
You are able to control the behaviour of the automation based on your preferred level of confidence of match result. This can be configure
The Settings → Automation → Billing → Reference section contains three checkboxes that determine which confidence levels trigger automatic linking.
| Checkbox Selected | Effect |
| 100% | Only 100% matches are automatically linked. Matches at 50% or below are not linked automatically and must be handled manually |
| 50% | Only 50% matches and above are automatically linked. Matches below 50% are not linked automatically. |
| Don’t configure | No automatic linking occurs at any confidence level. All matching must be performed manually. |
4.3 Displaying the Linked Document in Manage Token
Once a token is automatically linked with the documentation, it will appear in the manage token view (Sales → Token).
Three-dots in the reference table opens a context menu with the following options:
- Open document — Opens the linked invoice or booking order in a new tab.
- Remove matching — Removes the linked token / documentation
4.4 Displaying the Linked Token in the Manage Invoice or Manage Booking Order
The linked token is also surfaced in the manage invoice or manage booking order view, in a token reference table. Multiple tokens can appear in this table if, for example, the invoice covers several bookings.
- Click the eye icon to open the token management page
5. Match Unmatched Tokens
For Tokens with less than 50% match confidence, they will have to be matched manually. The Sales → Correspondences page surfaces all tokens that cannot be linked.
You can also use the Filter icon to help with filtering the entries in this page. Filters work using an AND model: all active filter criteria are applied simultaneously.
5.2 Manually matching the Tokens
- Clicking the Matching count on each row
- Matching Reference Popup will open to show all suggested matches
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Section 1 — Pre-Matched Correspondence Table
This section will only be applicable if you have not configured automatic Token linking. As such, you will have to manually match ALL documents.
This table displays all documents that have a matching confidence of 100% or 50%. Each row represents a potential match that the system has already identified.
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Section 2 — Available Transactions Table
This table lists all invoices (Sales → Invoice) and booking orders (Sales → Booking Order) that are in Overdue or Outstanding status and have a matching confidence below 50% (i.e., 35%, 25%, or 0%). This allows users to manually assess lower-confidence matches.
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Section 1 — Pre-Matched Correspondence Table
- Select up to two rows in total from either sections by using the checkboxes.
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Click Match button on the top of the page
- Click Confirm on this confirmation pop up to complete the matching process
5.3 Status Changes Triggered by Token Events (Token Linked at 100%)
Status automation based on a token's activity only applies when the token is linked to the document at 100% confidence. If the match is below 100%, the token's activity does not trigger any automatic status changes on the invoice or booking order.
5.3.1 Token Activity: Partially Paid
The document status changes to Partially Paid when the token's net loaded balance is greater than zero but less than the document total.
The net loaded balance is calculated as: Net Loaded Balance = Opening Balance + Total Loaded Amount − Unloaded Amount − Refunded Amount
When this net loaded balance is positive but does not cover the full document total, the platform:
- Updates the Amount Paid field in the manage booking order to reflect the net loaded balance.
- Recalculates and updates the Balance Due: Balance Due = Total − Amount Paid
- Sets the document status to Partially Paid.
- Creates an event in the manage invoice or manage booking order, mirroring the event already recorded in manage token.
Example:
Booking Order Total: $200
Opening Balance: $0
Loaded: $150
Unloaded: −$20
Refunded: −$30
─────────────────────────────
Amount Paid: $100
Balance Due: $100
Status: Partially Paid
If the partner subsequently unloads a further $50:
Amount Paid: $50
Balance Due: $150
Status: Partially Paid
5.3.2 Token Activity: Fully Paid (Balance Reaches Zero or Below)
When the net loaded balance equals or exceeds the document total, the platform:
- Changes the document status to Paid
- Creates an event in the manage invoice or manage booking order.
Example:
Booking Order Total: $200
Amount Paid: $200
Balance Due: $0
Status: Paid
If the full payment is received in a single transaction (i.e., the booking order total and the initial payment are the same), the document moves directly to Paid without passing through Partially Paid.
5.3.3 Token Status: Deleted
If the Partner deletes the token, the following actions occur on the Property side, the invoice or booking order status changes to Uncollectible on the manage page and the resume page.
5. Troubleshooting – Examples
| Issue | Likely Cause | Resolution |
| Invoice reaches Outstanding/Overdue but no object is generated | The Terms agreement between Property and Partner does not have Object selected as the payment method | Navigate to the Terms settings, confirm the model is Agency Collect, and verify that the payment method is set to Object. Re-save the Terms if necessary. |
| Token is not visible on the Property side under Sales → Token | The Partner generated the token but did not set Send → Yes | Ask the Partner to confirm the token's Send setting. If Send was not set to Yes at the time of generation, a new token may need to be created. |
| Token appears in Sales → Token but is not appearing in Sales → Correspondences | The token's status is not Active, Disputed, or Freezed, or it already has a correspondence linked | Check the token's status in Sales → Token. If it already has a linked document, it will not appear in Correspondences. |
| Automatic matching is not linking tokens to invoices or booking orders | The Reference Automation setting is not set | Navigate to Settings → Automation → Billing → Reference and enable Point 1 (for 100% matches) or Point 2 (for 50% and above matches) as appropriate. |
| Match confidence is showing as 50% when the user expects 100% | The token amount does not match the after-tax amount on the document for the specific booking row | Verify the token amount in the manage invoice/booking order view. If the amount differs, the system correctly scores this as 50%. Adjust the token amount if it was entered incorrectly. |
| Invoice status did not change to Paid after the object was marked Collected | Status synchronisation applies to the object-invoice connection only when object payment method is in use under Agency Collect Terms | Confirm the Terms are set to Agency Collect with Object payment method. If settings are correct, verify the object status has genuinely reached Collected (not merely Outstanding). |
| Booking order status did not change after token balance was updated | The token is matched to the document at less than 100% confidence | Automatic status changes only occur for 100% matches. If the match is 50% or below, status must be updated manually. Review the match confidence in the manage token reference table and resolve any discrepancies in Booking ID, Partner ID, or Amount. |
| Purchases → Bills shows no invoices for the Partner | The Partner is not set as the Bill to party on any finalised invoices, or no invoices have yet reached Outstanding or Overdue status | Ask the property to confirm that the Partner is correctly set as the Bill to party (Point F in manage invoice). Also confirm that at least one invoice has been finalised. |
| Amount Paid and Balance Due in the booking order are not updating when the token is loaded | The token is not linked at 100% confidence, or the token is linked to an invoice rather than a booking order under a configuration where booking orders are not automated | Check Option 1 in Settings → Automation → Billing. Confirm the token's match confidence is 100%. If matched at a lower confidence, status updates do not occur automatically. |
6. FAQs
Why does the platform only automate status changes for 100% matches and not for 50% matches?
The reasoning is that a 100% match — where the Booking ID, Partner ID, and Amount all correspond — provides enough certainty that the token and the document genuinely relate to the same transaction. A 50% match means the amount does not align, which could indicate a partial payment, a data entry error, or a split booking. Automating a status change based on an amount mismatch could result in an invoice being marked as Paid when it is not, which would create a financial discrepancy. The 50% match is surfaced in Sales → Correspondences so that a staff member can review it and make an informed decision before any status change takes effect.
Why can a token be linked to a maximum of two documents?
This supports the common scenario where a booking is split into two payment instalments, each represented by a separate invoice or booking order (for example, Rate 1/2 and Rate 2/2). In this case, a single token may be used to settle both documents, so the platform needs to accommodate two links. The limit of two prevents tokens from being inadvertently linked to unrelated documents, which would make reconciliation and reporting unreliable.
If I remove a matching link between a token and an invoice, does it affect the invoice status?
Removing the link via the three-dot menu in the manage token reference table reverses the linking — the token disappears from the manage invoice view and the invoice reference disappears from the manage token view — but it does not automatically roll back any status changes that were applied as a result of the link. For example, if the invoice status changed to Partially Paid because of the token's loaded balance, that status will not revert automatically when the link is removed. You would need to review and update the invoice status manually if needed.