Collections

The daily dunning workflow evaluates the invoice’s actual due date and open balance against the applicable customer policy. Before sending, it checks prior events for the current band so a retry does not send the same notice repeatedly. Retain the recipient, template and outcome to explain what the customer received. The AR Clerk can handle an authorized ad-hoc follow-up, while policy changes remain controlled. Agree which system owns customer communications when another billing service also maintains the invoice.

Disputes link a pricing, quantity, service or duplicate-billing concern to its invoice. Open and under-review disputes pause the affected dunning route while the AR Manager investigates. Closing a dispute as upheld resumes the appropriate follow-up; a credit or partial settlement needs its own attributable adjustment. Do not treat a note promising a credit as an applied reduction. The record should make the disputed amount, reason, responsible person and resolution evidence visible without hiding unrelated collectible balances.

Collections cases group the relevant customer context and lead invoice as work moves from internal handling to external review or an agreed settlement. An agency handoff is not a payment and a proposed settlement is not a write-off. Preserve case ownership and stage changes while the owning invoices retain their amounts. Route a write-off request to the Controller and reconcile any actual payment separately. Closing a case should explain the result, including any remaining balance or unresolved external response, rather than merely removing work from a queue.

• Active Dunning Queue. Open the related records within your assigned scope.
• Open Collections Cases. Open the related records within your assigned scope.
• Open Disputes. Open the related records within your assigned scope.