Overdue invoices chased for you, politely
Overdue customers get reminders that grow firmer as days pass, each one drafted for a person to approve before it goes out.
Live in partWhat does Collections Agent do? Collect cash faster and cut the days customers take to pay, without hiring more collections staff.
How it works
Every day, and whenever an invoice becomes overdue, Kinnow drafts SMS, WhatsApp and email reminders in the customer's language, quoting the invoice. The tone matches how late the payment is. Agents draft each reminder and a person approves it before it goes. Every message, delivery status and reason is logged.
Every action is logged with the reason behind it, and a reminder is never marked 'sent' while still awaiting approval.
- The reminder steps never move a customer back to an earlier, softer stage.
Step by step
Take a trading company with 180 customers and a month-end habit of ringing around for dues. Here is how the chase runs when Kinnow does the first draft.
- Set the ladder once. Your finance head sets the stages. The starting ladder is R1 one day after the due date by email, R2 at 15 days by email, Demand at 30 days by WhatsApp and Legal at 60 days with a legal notice. Days, channels and letter templates can be changed. You can also set a minimum outstanding amount below which Kinnow does not chase, and a list of customers to leave out, for example one in a dispute.
- A daily run looks at receivables ageing. Each customer has one open case. Kinnow moves the customer to the highest stage whose days have passed. It never goes backwards and never repeats a stage.
- A chase lands in the queue. For each move, Kinnow drafts one chase, with the letter produced from your template for that stage. A lock stops two routes from chasing the same customer at once.
- A person approves each chase. Nothing goes out from the ladder until someone approves it in the queue. At the Demand and Legal stages the queue also offers to put the customer on credit hold, and a person decides.
- Payment ends the chase. When a receipt is allocated, the invoice clears, the next run sees the lower balance and the case resolves. A manager can also close a case by hand with a written reason.
- Reminder wording from the Sales side. For a customer's overdue position, Sales can also draft SMS, WhatsApp and email wording that fits how late the payment is, quotes the invoice and uses the customer's recorded language, or the business's usual one if none is recorded. These drafts also wait for a person to approve them before anything goes to the customer.
See your overdue customers placed on the ladder. Send us a receivables ageing.
What you see on screen
There are two screens for finance and a queue for approval.
- Collections: Overdue customers the chase ladder has picked up, with Customer, Outstanding, Days overdue, Stage, Next action, Last chased and Chase history. Cases open on their own, and the only thing you do here is close one.
- Collections Ladder: the stages, days, channels and templates, with the line Active ladder and its count of stages. If none is active, it says the nightly run has nothing to escalate against.
- Chase history: every message, its status and the reason behind it. Nothing has been sent on this case yet appears until something is.
- The approval queue: drafted chases awaiting a person, each with the stage, the amount and the days overdue.
Who uses it
| Who | When | What they do |
|---|---|---|
| Finance head | At set-up, then monthly | Sets the ladder, the limits and the exclusions. |
| Accounts receivable executive | Daily | Approves drafts, closes cases when paid or settled. |
| Sales owner of the account | When a customer reaches Demand | Decides whether to call before the notice goes. |
Related
- Sell: invoices, customers and credit.
- Collections: the agent page for this work.
- Reconcile ageing to a customer's statement: agree the figure before you chase it.
- Dunning and credit hold: the terms in plain words.
Questions
What is Collections Agent in Kinnow?
Overdue customers get reminders that grow firmer as days pass, each one drafted for a person to approve before it goes out.
What changes for the business?
Collect cash faster and cut the days customers take to pay, without hiring more collections staff.
Is it available today?
It is live in part: the core is built and parts are completing with early customers.
Will it message my customers without my approval?
No. Agents draft every reminder, from the collections ladder and from the Sales side, and a person approves each one before it goes.
What if the customer has already paid?
When the receipt is allocated, the invoice clears and the next run sees a lower balance. The case then resolves, and a manager can also close it by hand with a written reason.
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