Feature · Payments and invoicing

Keep the commercial step connected — without blurring who handles the money.

Where approved and configured, estimates, invoices or payment status may sit alongside the customer journey. Processor support, merchant ownership, fees and financial responsibilities must be resolved separately.

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Customer Thread

From accepted work to reconciled status

Illustrative example

Scope
Document
Payment
Exception
Record

Scope
Work and price agreed
Document
Estimate or invoice issued
Payment
Processor handles transaction
Exception
Dispute or refund reviewed
Human decision
Record
Status reconciled

Illustrative commercial flow. It is not a promise of processor, invoicing or accounting capability.

Commercial workflow

See where CRM context ends and payment responsibility begins.

The customer record can carry status and follow-up while the merchant, processor, accounting authority and exception owner remain clear.

121

Northstar Joinery

Fictional

Keep payments and customer records connected

OverviewPaymentsInvoicesOrdersProducts

Keep payments and customer records connected

See invoices, orders and products alongside the customer journey while keeping reconciliation visible.

Recorded this month

£2,240

Illustrative total

Open invoices

One draft, one sent

Orders

Across three customers

Reference	Customer	Issued	Total	Status
INV-1048	Marlow Works	8 Oct	£1,240.00	Sent
INV-1047	Oakfield Homes	6 Oct	£680.00	Paid
INV-1046	Bramble Studio	2 Oct	£320.00	Draft

Illustrative 121 interfaceAll people, organisations, dates and activity are fictional. Any figures are illustrative. Controls demonstrate interaction patterns, not enabled account features.

How it helps

See how the feature supports the work.

Each part has a clear job. It becomes useful when it fits the way customers already move through the business and your team knows when to step in.

Capability 01

Payment providers

Connects a supported merchant provider before the sub-account can accept eligible payments.

How it works: Uses configured products, merchant connections and checkout rules for an eligible payment or order journey.
Why use it: Keeps payment processing under an explicit merchant account and provider relationship.
Plan for: Provider fees, tax treatment, disputes, settlement and feature eligibility remain separate responsibilities.
Your team owns: A responsible person must approve prices and terms and resolve refunds, disputes and fulfilment exceptions.

Capability 02

Payment links

Creates a shareable checkout for configured products and prices.

How it works: Uses configured products, merchant connections and checkout rules for an eligible payment or order journey.
Why use it: Lets a customer pay through a focused, reusable link without a bespoke checkout build.
Plan for: Provider fees, tax treatment, disputes, settlement and feature eligibility remain separate responsibilities.
Your team owns: A responsible person must approve prices and terms and resolve refunds, disputes and fulfilment exceptions.

Capability 03

Invoices

Creates, sends and tracks supported one-off or recurring invoice payment journeys.

How it works: Uses configured products, merchant connections and checkout rules for an eligible payment or order journey.
Why use it: Keeps billing status visible with the customer relationship rather than a separate manual list.
Plan for: Provider fees, tax treatment, disputes, settlement and feature eligibility remain separate responsibilities.
Your team owns: A responsible person must approve prices and terms and resolve refunds, disputes and fulfilment exceptions.

Capability 04

Estimates

Prepares an amount for customer review before it becomes an approved billing or document process.

How it works: Uses configured products, merchant connections and checkout rules for an eligible payment or order journey.
Why use it: Provides a controlled step between a sales conversation and a formal charge.
Plan for: Provider fees, tax treatment, disputes, settlement and feature eligibility remain separate responsibilities.
Your team owns: A responsible person must approve prices and terms and resolve refunds, disputes and fulfilment exceptions.

Capability 05

Refund and dispute operations

Surfaces supported transaction follow-up while the merchant and payment provider retain their own responsibilities.

How it works: Uses configured products, merchant connections and checkout rules for an eligible payment or order journey.
Why use it: Makes post-payment exceptions visible to the staff who need to resolve them.
Plan for: Provider fees, tax treatment, disputes, settlement and feature eligibility remain separate responsibilities.
Your team owns: A responsible person must approve prices and terms and resolve refunds, disputes and fulfilment exceptions.

Commercial workflow

Connect the customer record to the agreed payment step.

The CRM context may reduce re-entry, but it does not replace pricing approval, accounting records or merchant responsibilities.

Estimate or proposal

Use approved services, prices, terms and acceptance language; do not infer these from the CRM record.

Invoice or payment request

Where supported, connect the request and status to the customer and opportunity.

Follow-up

Make overdue or unclear status visible to an appropriate owner without automating aggressive contact.

Money boundary

Name the merchant, processor and source of truth.

The intended setup must show who receives funds, who contracts with the processor and where the financial record is maintained.

Merchant account

Confirm whose legal entity and bank account receive payment and who manages processor access.

Not yet part of the published service

Fees and settlement

Processor, currency, transaction fees, payout timing and any additional platform costs require confirmation.

Accounting authority

Define whether CRM status is informative or feeds an accounting system; reconciliation remains an explicit process.

Responsibility chain

Keep financial data and supplier duties bounded.

Processor access, settlement, refunds and disputes need an approved operating model beyond the CRM screen.

121 CRM · Data responsibility chain

Customer

Lawful inputs, users, instructions and acceptance

121

Agreed configuration, access handling and documented boundaries

Connected supplier

Service operation, account terms and supplier controls

Access follows named roles

Changes retain evidence

Assurances need approval

Illustrative exampleConceptual responsibility view, not a published certification or exhaustive data-flow diagram.

Exceptions and protection

Refunds, disputes and sensitive data need their own process.

A paid status is not the end of the operational responsibility.

Human decision

Refund and dispute

Name who decides, records and communicates refunds, chargebacks, cancellations and partial payments.

Payment data

Do not place card details or unnecessary financial information in ordinary CRM fields or messages.

Failed payment

Use respectful, tested notifications and an escalation route; do not assume every failure means unwillingness to pay.

Questions about this page

Useful answers, without the sales fog.

1. Which payment processor does 121 CRM use?

No payment processor is specified for this service page. Confirm processor availability, merchant ownership, fees, settlement and support for the intended account.

2. Are transaction fees included in the CRM subscription?

The subscription checkout does not state that processor, transaction, invoicing or connected-service fees are included.

3. Can payments be connected to customer records?

Potentially, where an approved payment setup and tested connection are available. The authoritative financial record and reconciliation process must be defined.

Read all CRM questions

Continue the journey

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