AgentIQ — User Guide

Accepting Your Invitation

1

Check your email

You will receive a contract signing link from the system. Open it on any device — no app download required.

2

Read and sign your contract

Review the contractor agreement, then click Sign Contract. Your signature is recorded digitally with a timestamp.

3

Wait for Procurement to complete your onboarding

Procurement will verify your documents and activate your account. You will receive a separate portal login link once complete.

4

Log in to your portal

Use the portal login link provided. Your session lasts 7 days before you need to log in again.

Onboarding Requirements

You must pass all four checks before you can capture work. The portal will show a red banner if anything is outstanding.

Requirement	Who Resolves It	What Happens if Missing
Active status	Procurement activates your account	Portal is blocked with "Account Inactive" message
Signed contract	You — via the email link	Cannot proceed until signed
Onboarding complete	Procurement ticks off all 7 steps	Capture button is disabled
Valid CDC Certificate	You — upload a new cert before expiry	Blocked on expiry date; 7-day grace for FICA docs

CDC Certificate Expiry

Your CDC (Council of Debt Collectors) licence must be current. The system checks the expiry date on every login. Upload a renewed certificate before it expires to avoid being locked out.

1

Click "Capture Work"

The Capture Work button appears on your dashboard home screen. Only banks from your assigned mandate will be listed.

2

Select the Bank

Choose the bank that issued the mandate for this account (e.g., WesBank, ABSA, Standard Bank). If the bank is not listed, contact Procurement to update your assignments.

3

Select the Outcome Type

Choose what was achieved:

Repossession — full vehicle recovery
Collection — partial collection of arrears
Settlement — full settlement of account
Trace — confirmed location of debtor or vehicle
FTV — field team visit confirmation

Available types depend on your bank mandate.

4

Look up the Account

Enter the account number in the search box. If found, vehicle and debtor details auto-populate. If not found, fill in manually: debtor name, ID number, registration, VIN, make, model, year.

5

Fill in Outcome Details

For Collection / Settlement: enter the Amount Collected or Settled — this determines your commission rate tier.
Assign EDC (if applicable): select the field worker who carried out the physical repossession. The work order will be PENDING until they confirm on their portal.
Add location and any relevant notes.

6

Preview Commission (Optional)

Click Rate Preview to see the estimated commission breakdown before submitting. Shows: Bank Gross → Keep % deduction → Nett Invoice → Your Commission amount.

7

Submit

Click Submit Work Order.

If no EDC assigned: status goes straight to EXECUTED and an invoice line is created.
If EDC assigned: status is PENDING until the EDC confirms on their portal.

Commission Rate Tiers (Salaried Agents)

If you are a salaried agent, your commission is calculated in two tiers. Below your monthly threshold the accelerator rate applies (higher). Above the threshold the standard rate applies. Check your tier progress on the Commission Tier tab.

My Invoices Tab

Shows all executed work orders and their payment status. Each row represents one commission line.

Status	What It Means	What to Do
AWAITING	Work is executed — bank has not confirmed the amount yet	Nothing — wait for Finance to process
CONFIRMED	Bank approved the commission amount	Nothing — being grouped into a payment batch
IN_BATCH	Grouped into a payment batch being processed	Nothing — Pay Office is processing payment
PAID	Commission transferred to your bank account	Verify your bank account received the payment
QUERIED	Finance has sent a query back to you	Go to Queried Items tab and respond
WITHDRAWN	Finance removed this line from processing	Contact Finance for explanation

My Monthly Activity Tab

Month-by-month summary showing: number of work orders submitted, commissions earned, deductions applied, and net payout. Use this to cross-check against your bank statement.

Queried Items Tab

When Finance flags a work order as incorrect or incomplete, it appears here.

1

Open the queried item

Click on the queried work order to see the reason Finance has raised.

2

Correct the details

Update the incorrect field(s) — e.g., wrong registration, incorrect amount, missing ID number.

3

Resubmit or Delete

Click Resubmit to send the corrected work order back to Finance, or Delete if the capture was an error and should not be processed.

Important Rules

Only capture work for banks in your assigned mandate list.
Do not delete an EXECUTED work order without contacting Finance first.
CDC certificate must not be expired — check it monthly.
If you are unsure about an outcome type, contact your team leader before submitting.

When a tracer assigns you to a work order, it appears in your Pending Confirmation tab. You must confirm or dispute each item promptly — tracers' commissions and yours both depend on this step.

Confirming a Work Order

1

Open the Pending Confirmation tab

All work orders awaiting your confirmation are listed here, sorted by date captured.

2

Review the details

Check: vehicle registration, debtor name, account number, bank, and the tracer who captured it.

3

Click Confirm

The work order moves to EXECUTED. An invoice line is automatically created for both you and the tracer. Your commission will appear in the My Commissions tab as AWAITING.

Disputing a Work Order

1

Click Dispute

Only dispute if the information is genuinely incorrect or the repossession did not occur.

2

Enter the dispute reason

Be specific — e.g., "Vehicle was not on premises", "Wrong registration number — correct is CA 123-456", "This outcome was achieved by a different EDC".

3

Submit the dispute

The item goes to Finance for review. Finance will either correct and resubmit, or void the work order. You will not receive commission for a voided item.

Do Not Delay Confirmations

Pending items are visible to Finance. Unexplained delays may result in Finance querying the work order, which delays payment for both you and the tracer.

Self-Capture (When No Tracer Is Involved)

1

Go to the Self-Capture tab

Available if you are authorised to capture outcomes directly.

2

Select the Bank

Choose from your assigned bank mandates.

3

Search the account number

Auto-populates vehicle and debtor details. Fill in manually if not found.

4

Fill in the outcome form

Outcome type and category
Amount collected/settled (required for Collection/Settlement outcomes)
Tracer selector — if a tracer was involved, link them so they receive their commission split
Debtor details: name, ID, registration, VIN, make, model, year

5

Capture location (optional)

Allow GPS or search for a town/area manually. Useful for dispute resolution later.

6

Submit

Work order is created directly as EXECUTED — no confirmation step needed for self-capture. Your commission appears in My Commissions as AWAITING.

My Commissions Tab

Track all your commission payments by status. Use the date range and status filters to find specific items.

Status	Meaning
AWAITING	Work confirmed — bank has not yet approved the amount
CONFIRMED	Bank approved — waiting to be included in a payment batch
IN_BATCH	In a payment batch being processed by Pay Office
PAID	Commission transferred to your bank account
DISPUTED	A query has been raised — under Finance review
DECLINED	Bank rejected this commission line

Click Export CSV to download a commission statement for your records or tax purposes.

Trace Contacts Tab

Directory of active tracers and team leaders with phone numbers for direct field coordination. Search by name or province.

This is the core daily task for Finance. When the bank approves a commission amount, you enter it here to unlock the line for payment.

1

Navigate to Invoice Lines

Set the Status filter to AWAITING to see all lines pending bank confirmation. Filter further by bank, date range, agent name, or account number.

2

Click "Confirm OK to Pay" on a line

The confirmation modal opens. Each line represents one executed work order.

3

Enter the bank confirmation details

Field	Description
Bank Invoice Amount (ex-VAT)	Gross amount from the bank before any deductions
Keep %	Company retention percentage — auto-filled from rate card
Bank Reference	The bank's reference number for this transaction
OK to Pay Date	Date the bank gave approval

4

Review the financial breakdown

The modal calculates and displays:

Bank Gross Invoice — what the bank pays in total
minus Keep % → Nett Invoice (company revenue)
Nett Invoice × Agent Rate = Agent Commission
For ANPR/CC agents: camera cost is additionally deducted from the agent's net commission

5

Confirm

Line status moves from AWAITING → CONFIRMED. The line is now eligible to be added to a payment batch.

Bulk Confirm

To process multiple lines at once, tick the checkboxes next to each line then click Bulk Confirm. All selected lines must use the same bank and keep percentage.

Action	Available When	What It Does
Confirm OK to Pay	Status is AWAITING	Enters bank approval amount; moves line to CONFIRMED
Query	Any pre-PAID status	Sends a query to the bank; status moves to QUERY_SENT. Updates automatically when resolved.
Withdraw	Any pre-PAID status	Removes the line from processing (e.g., duplicate, error). Line is marked WITHDRAWN.
Override Commission	Status is AWAITING	Manually sets the commission amount, bypassing the automatic rate calculation. Requires a reason.
Edit	Not yet CONFIRMED	Change billing type, amount, or bank note. Recalculates commission automatically.
Clawback	Status is PAID	Creates a negative reversal invoice line. The agent's next payment is reduced by the clawback amount.
Delete	Not PAID	Hard deletes the invoice line. Cannot be undone. Only use for clear data errors.

Bank Status Values

The bank confirmation status tracks where each line is in the bank approval process:

Bank Status	Description
AWAITING	No bank response yet — default state after work is executed
CONFIRMED	Bank has approved the commission amount
QUERY_SENT	Finance sent a query to the bank — awaiting response
WITHDRAWN	Removed from processing by Finance
REJECTED_BANK	Bank has formally declined this commission
VALUATION_PENDING	Awaiting bank valuation (e.g., vehicle assessment before settlement)
IN_BATCH	Added to a payment batch
PAID	Payment confirmed by Pay Office

Batches group confirmed invoice lines into a single payment instruction sent to the Pay Office. Only CONFIRMED lines can be added to a batch.

Creating a Batch

Option A — Manual Batch

Click New Batch
Select company and bank
Set the period (from/to date)
Tick the lines to include from the eligible list
Click Create Batch

Option B — Smart Batch

Click Smart Batch
System auto-groups CONFIRMED lines by bank and company
Review the suggested groupings
Confirm the batch(es) you want to create

Batch Lifecycle

1

DRAFT — Build the batch

Batch is created. You can still add or remove lines. Review totals per agent type before proceeding. Click Submit when ready.

2

SUBMITTED — Finance review

Batch is locked for editing. Reviewer clicks Validate to approve all lines, or Reject to send it back to DRAFT for corrections.

3

VALIDATED — Hand over to Pay Office

All lines are verified and approved. Click Send to Pay Office. Batch moves to AWAITING_PAYMENT and becomes visible to the Pay Office team.

4

AWAITING_PAYMENT — Pay Office processes payment

Pay Office executes transfers and uploads proof. Finance can Postpone if there is a delay (sets a future payment date) or Revoke to cancel and release the lines.

5

PAID — Complete

Pay Office marks the batch as paid with proof of payment uploaded. All invoice lines cascade to PAID status. Agents' portal commissions update to PAID. The batch is now available for Sage export.

Alternative Batch Outcomes

Reject — Lines are released back to the CONFIRMED pool; Finance must rebuild the batch.
Revoke — Cancels the batch before PAID; lines are released back to CONFIRMED.
Postpone — Available in AWAITING_PAYMENT only; sets a future payment date without releasing lines.

Sage Export

1

Navigate to Sage Export

Only batches with status PAID appear here.

2

Select the batch(es) to export

Tick one or more paid batches from the list.

3

Click Download CSV

A CSV file is generated in the Sage import format. The batch is stamped with a sage_export_ref on first download. Re-downloading gives the same reference — it is not re-stamped.

4

Import into Sage

Use Sage's standard CSV import function. Map columns as per your Sage configuration.

Applying Agent Penalties

1

Navigate to Penalties

2

Click Add Penalty

Select the agent, enter the penalty amount and reason.

3

Status: PENDING → APPLIED

The penalty is deducted from the agent's next payment batch. Once deducted, status changes to APPLIED. The agent can see the deduction on their portal.

Approving Agent Expense Claims

1

Navigate to Expenses

Lists all agent-submitted expense claims with status PENDING.

2

Review each claim

Check the category, amount, supporting documents, and date.

3

Approve or Decline

Approve — the reimbursement flows into the next payroll/batch run.
Decline — enter a reason; the agent is notified.

You receive batches that Finance has fully validated. Your job is to execute the actual bank transfers and upload proof of payment.

1

Navigate to Batches

You only see batches in AWAITING_PAYMENT status (ready to pay) and PAID (history). Batches still being validated by Finance are not visible here.

2

Open the batch

Click on a batch reference to view full detail. The batch is grouped by agent type: Tracers, EDCs, FTVs, ANPRs.

3

Review the payment list

For each agent you see: name, agent code, ID number, bank name, account number, branch code, tax number, and Net to Pay.

4

Process the bank transfers

Transfer the exact Net to Pay amount to each agent's listed bank account. Use the agent code and batch reference in the payment reference field for traceability.

5

Upload Proof of Payment and mark as Paid

Once all transfers are processed:

Click Mark as Paid on the batch
Paste or upload the bank proof of payment (mandatory)
Add any notes if required
Click Confirm Payment

What Happens After You Mark as Paid

Batch status: AWAITING_PAYMENT → PAID
All invoice lines in the batch cascade to PAID
Agents' portal commission status updates to PAID
Batch becomes available for Finance's Sage export

Net to Pay — Calculation per Agent Type

Agent Type	Net to Pay Formula
TRACER / EXTERNAL_TRACER / TRACE_COORDINATOR	tracer_commission (or net_agent_commission if Finance manually overrode it)
EDC / EXTERNAL_EDC	edc_commission (or net_agent_commission if overridden)
ANPR (Camera-Cost model)	net_agent_commission − camera_cost_deduction
FTV / Other	net_agent_commission

Pay Office Rules

You cannot pay a batch that is not in AWAITING_PAYMENT status.
Proof of payment is mandatory — the system will not accept without it.
Do not modify agent bank account details from this portal — contact Admin.
Once a batch is marked PAID it cannot be undone here. If a reversal is needed, Finance must initiate a Clawback on individual invoice lines.

Viewing the P&L

1

Navigate to P&L in the sidebar

2

Select the period and company

Choose a month (defaults to current month). Optionally filter by company to view individual entity P&Ls.

3

Review the P&L sections

Section	What It Shows
Income	Gross bank invoices confirmed this period, broken down by bank
Company Keep	Your retention from bank invoices — the company's revenue
Cost of Sales (COS)	Agent commissions paid out, by agent type
OPEX	Company overhead expenses (rent, salaries, etc.)
Other Income	Non-collection income (admin fees, licensing, etc.)
Reimbursements	Approved agent expense claims for the period
Net Profit	Keep + Other Income − COS − OPEX − Reimbursements

Managing OPEX (Overhead Expenses)

1

Navigate to Expenses → click Add Expense

2

Fill in the expense details

Description, Category, Category Group, Sage GL code, Amount, VAT %, and Type:
Recurring Monthly — appears in the P&L every month automatically.
Once-Off — appears only in the specified period.

3

Save

The expense appears immediately in the P&L for the selected period. Edit or delete at any time using the action buttons on the expense row.

Managing Other Income

1

Navigate to Other Income → click Add Income

2

Fill in income details

Description, Category, Sage GL code, Amount, Type (Recurring Monthly or Once-Off), and Period.

3

Save

Appears in the Other Income section of the P&L immediately. Use this for income not derived from bank collection mandates — e.g., admin recovery fees, licensing charges, rental income.

Status Flow Diagrams

Work Order

NEW → PENDING → EXECUTED → CLOSED

↓ (Finance flags)

QUERIED → Agent resubmits → PENDING, or Deletes → DELETED

Invoice Line (Bank Confirmation Status)

AWAITING → CONFIRMED → IN_BATCH → PAID

AWAITING → QUERY_SENT or WITHDRAWN or REJECTED_BANK

Batch

DRAFT → SUBMITTED → VALIDATED → AWAITING PAYMENT → PAID

At any stage before PAID: REVOKED (lines released) | REJECTED (back to DRAFT) | POSTPONED (from AWAITING_PAYMENT)

Role & Access Summary

Who	Portal URL	Primary Responsibility
Agent (Tracer / FTV / ANPR)	/portal.html	Capture work outcomes; track commissions
EDC (Field Worker)	/edc-portal.html	Confirm captures; self-capture; view commissions
Finance	/finance.html	Confirm OK to Pay; create and validate batches; Sage export
Admin	/index.html	Full system access; manage agents, users, rate cards
Pay Office	/pay-office.html	Execute payments; upload proof; manage P&L
Procurement	/procurement.html	Agent onboarding; pipeline management; bulk import

Key Terms Glossary

Term	Meaning
EDC	External Debt Collector — field agent who executes physical repossessions
CDC Certificate	Council of Debt Collectors licence — required for all agents, has an expiry date
FICA	Financial Intelligence Centre Act — compliance document set required per contractor
Bank Gross Invoice	The total amount the bank pays before any deductions
Keep %	The company's retention percentage deducted from the Gross Invoice
Nett Invoice	Bank Gross minus Keep % — the base on which agent commissions are calculated
Batch	A group of CONFIRMED invoice lines submitted together for payment
OK to Pay	Bank confirmation that the commission amount is approved
Sage Export	CSV download consumed by Sage accounting software
Clawback	A negative reversal line created when a paid commission must be recovered
OPEX	Operating Expenses — the company's overhead costs (rent, salaries, etc.)
COS	Cost of Sales — agent commissions paid out
PoP	Proof of Payment — bank document confirming transfers were made