Tracking overdue payments and escalation

Purpose

1.1. Automate identification of overdue invoices for appliance repairs, warranties, or sales, sending reminders and escalating unresolved cases.
1.2. Ensure timely payment collection, reduce manual follow-up, notify internal teams, and escalate high-risk accounts for action.
1.3. Maintain compliance, keep customer records updated, and provide real-time data on payment status across multiple channels.

Trigger Conditions

2.1. Invoice status marked “overdue” in primary accounting software.
2.2. Predefined time elapsed (e.g., 7, 14, 30 days past due date).
2.3. Payment not logged after successive reminders.
2.4. Threshold breached for overdue amount or accounts flagged as priority.

Platform Variants

3.1. Salesforce
• Workflow Rule: set to monitor invoice status field; triggers email reminder and escalates to collections queue.
3.2. QuickBooks Online
• API: “ListInvoices” with filter “Status: Overdue;” triggers reminder email via “SendInvoice” endpoint.
3.3. Xero
• Webhook: “Invoice.status_changed;” triggers automated reminder via connected email integration.
3.4. FreshBooks
• Automated Payment Notifications: enable “Overdue” reminders from invoice settings; escalate after set intervals.
3.5. Zoho Books
• Automation: “Workflow Rule” for invoice collection status change; triggers email/SMS reminders.
3.6. SAP
• SAP BTP Workflow: monitor AR records; escalate to team via Fiori notification or email using outbound service.
3.7. Microsoft Dynamics 365
• Power Automate: flow monitoring “Invoice Due Date;” email client, then escalate using “Escalate Record” action.
3.8. NetSuite
• SuiteScript: scheduled script queries overdue invoices, triggers email and/or assigns escalation task.
3.9. Twilio SMS
• Studio Flow: incoming event triggers SMS to customer; escalates with follow-up call on continued delay.
3.10. Slack
• Incoming Webhook: notification to #collections channel for overdue escalation, triggered by invoice update.
3.11. Gmail
• App Script: scheduled scan of Google Sheets invoices; send reminder email, escalate via internal distribution list.
3.12. Mailgun
• Event Webhook: send automated overdue notice, then route replies for manual escalation tagged by status.
3.13. SendGrid
• Automation: dynamic templates and Event Webhook to trigger reminders; escalate by CC’ing management.
3.14. Zendesk
• Trigger: ticket creation for overdue invoice; automation escalates to “Urgent” on lack of response.
3.15. Monday.com
• Automation: change item status to “Overdue,” notify responsible; assign escalation subtask after X days.
3.16. HubSpot
• Workflow: monitor deal stage/invoice status, automated email + task for finance escalation.
3.17. Asana
• Rule: overdue payment detected via integration; assign task to collections team labeled “Escalation Required.”
3.18. Airtable
• Automation: when payment “Due Date” exceeds today, send reminder, set escalation flag for manager.
3.19. SAP Concur
• Audit Rule: flag overdue payments, initiate workflow to notify approver/escalation team.
3.20. ServiceNow
• Flow Designer: detect overdue status; incident created for finance involvement and automatic escalation.
3.21. Intercom
• Series: overdue tag on customer triggers auto-message; escalate to live agent after no reply.
3.22. Stripe
• Webhook: “invoice.payment_failed” event triggers email sequence, forwards unresolved cases to team.

Benefits

4.1. Reduces manual tracking and lookup, ensuring consistent follow-ups on all overdue invoices.
4.2. Faster cash flows by automating notifications and escalation to the right staff without delay.
4.3. Minimizes human error and risk of missed escalations, improving customer and staff accountability.
4.4. Centralized oversight and auditing of collections activity, aiding compliance and reporting.
4.5. Enables real-time response, adaptation of escalation routes by status, and customization across departments.