Follow up unpaid subscription invoices

When a subscription invoice is not paid, Kluvan follows a schedule you set: reminders on chosen days, then suspend, then cancel. The Past due page shows everything owed and what happens next.

Before you start

• A manager sets the schedule in Settings → Subscriptions.
• To work the list you need the Bill subscriptions, take their payments and send reminders right.

Steps

Set the schedule (manager)

1. Open Settings → Subscriptions and go to Reminders and dunning.
2. For each step, type the number of days after the invoice in Days and choose What happens: Pay link, Reminder, Second reminder, Suspend or Cancel. The default is the pay link on day 0, reminders on days 3 and 7, suspend on day 14 and cancel on day 30.
3. Set Grace days before past due (3 by default).
4. Set Quiet hours from and Quiet hours until (21:00 to 09:00 by default).
5. Select Save.

Work the past-due list

1. Open Subscriptions → Past due.
2. Read the tiles: the total Owed, then the amounts Up to 7 days, 8 to 30 days, 31 to 60 days and Over 60 days.
3. In the list (oldest first), read each invoice's Days, what is Owed, the steps Done and the Next one.
4. Use the buttons on a row: Remind sends a reminder now; Pay link (or Message to send when you take no online payments) shows the message with an Open WhatsApp button; Paid in full records the payment; Cancel subscription ends it.
5. Under To send by hand, open each message with Open WhatsApp, send it, then select Sent. Or select Skip.

Good to know

• One step a day. Each invoice moves at most one step a day, and never in the quiet hours. If the schedule missed some days, it catches up one step at a time. A step is never sent twice.
• Past due starts after the grace days. Suspend marks the subscription Suspended until it is paid; Cancel cancels it with the reason "unpaid" and tells the customer.
• Paying ends it. Once the invoice is paid, the subscription is active again and no longer suspended, as long as nothing else is overdue.
• How messages reach the customer. If your organisation's WhatsApp is connected and the customer wrote to you in the last 24 hours, the message goes into that conversation. Otherwise it goes by e-mail, if the customer gave an address. Otherwise it waits under To send by hand. Kluvan never sends messages in bulk.
• Who gets nothing. A customer marked No reminders in Collections, or who wrote STOP to your WhatsApp, gets no messages.
• Country rules. Whether and how often you may message a customer about a debt differs by country; keep the defaults conservative and ask an adviser if unsure.
• Related: bill and record payments.