Confirm the factual record
Check the parties, agreement, invoice, work or goods described, balance record and all known payments, credits and disputes. Mark uncertainty instead of converting it into a definite statement.
Collect the supporting sources
Keep the agreement or order, invoice, delivery or completion records, messages, call notes, payment promises and payment records together. Link each important statement to the source that supports it.
Identify what needs independent review
Pause where the customer identity, amount, contractual basis, performance, dispute, jurisdiction or intended formal step is unclear. Those questions may need advice appropriate to the facts.
Preserve the final communication record
If an approved formal communication is later sent, keep its final version, attachments, sender, recipient, date and available delivery record. Do not claim delivery or receipt without supporting information.