Keep collection follow-up organized

From balance to the next action

Review outstanding accounts, promises and dates in one place. A promise to pay is a follow-up note, not a receipt. Post a payment only after confirming the actual amount and date.

Use a current statement when discussing a difference with a customer. Check currency, opening balance and any partial repayments before sending a reminder.

Worked example: a promise is not money received

A fictional customer owes 10,000 in one currency and promises 3,000 on an agreed date. Recording that promise leaves the debt at 10,000. If the date passes, review the promise, recent entries and the customer’s response before following up.

Once you confirm receipt of 3,000, save a separate payment against the correct account. With no other movements, 7,000 remains due. Review or update the promise and agree the next step; do not rewrite the original debt as 7,000 or count the same transfer twice.

A PDF statement helps explain the opening balance, debt and payment. Drafted wording or a reminder remains something you review and choose to send; the assistant does not contact the customer on its own.

A respectful follow-up workflow

• Check the latest transactions before contacting the account holder.
• Agree the amount and date of the next action and record the promise clearly.
• After receiving payment, record it against the right account and review the remaining balance.