If an employee is collicting dues, convincing a customer to pay becomes his KRA which gets recorded as PTP (Promise To Pay). If a customer promises to pay while on a call and refuses or fails to pay afterward (which can be called as 'broken promi

If an employee is collicting dues, convincing a customer to pay becomes his KRA which gets recorded as PTP (Promise To Pay). If a customer promises to pay while on a call and refuses or fails to pay afterward (which can be called as 'broken promise'), should the employee be held responsible for it?