Work the case queue

Every customer with an open Books invoice has a case. The overview tells you how much is owed and how late; My collections today lists the cases to work now; Ageing shows each customer's debt by how late it is.

Before you start

• Collections must be switched on (see switch on Collections).
• You need the right Collections: see cases. To see every collector's cases, not only yours, you need Collections: see every collector's cases; without Collections: see amounts, money shows as a dash.

Steps

1. Open Collections → Overview. Read the tiles: Total owed (with how many customers and invoices), Overdue, Disputed, My cases today and, if you match payments, Failed and unmatched payments.
2. Read Ageing and Key figures below it: DSO (days), Collected this month, Promises kept and Open cases. Select an ageing tile to list the customers in that band.
3. Select My collections today in the sidebar.
4. With the right to see the team, pick My cases or The team's cases under Show. Pick a Status if you want one kind only, and tick Due today for the cases whose next action is today. Select Show.
5. Read each row: Customer, Status, Overdue, Days late, Next action, Promise and Collector. Cases due today are highlighted; On hold marks a case that gets no reminders.
6. Select a customer to open the case (see work a customer's case).
7. Below the list, To send on WhatsApp holds the reminders waiting to be sent by hand: select Open WhatsApp, send the message from your own WhatsApp, then select Sent. Select Skip for one that should not go.
8. For the full picture, open Ageing. Filter by Search, Collector or Age and select Show. Select CSV to download the list as you filtered it.

Good to know

• Case statuses. New, In progress, Promised, Missed promise, Disputed, Payment plan, Escalated, Legal hand-off and Closed. Kluvan moves a case when a promise is made or missed, a plan starts or breaks, or everything is paid; you can set New, In progress, Disputed, Escalated or Legal hand-off yourself.
• Ageing follows each invoice's own due day in Books. Disputed amounts are shown apart and are not chased.
• Today. Promises due today, missed promises, your cases, disputes past their day and payment problems also appear on Today. A customer's record lists their case under its linked records.
• Owner alerts. The owner is told once when a promise is missed, a customer is about to move into the next age band, a bank payment stays unmatched or a dispute is late (see owner alerts).
• Collectors exist only in full Collections; in Collections Essentials every case is visible to everyone allowed to see Collections.