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Introduction to Escalations
Introduction to Escalations

Escalations are a type of action you take in Paidnice when an invoice is overdue such as calling the customer

Ashley Schroder avatar
Written by Ashley Schroder
Updated over a week ago

Escalations are a type of action you take in Paidnice when an invoice is overdue that requires review and input from a human. An example would be to schedule a phone call following up an overdue invoice 14 days past the due date.

There are 3 types of escalation in Paidnice:

  1. Phone call - this is for staff to call the customer and follow up the overdue invoice - this can be handled by a team in your company or a specialist credit control service. When using phone call escalations you can optionally select a call outcome to be added with any note.

  2. Stop credit - this is for staff to halt further sales or credit to the customer - typically handled by a sales team or credit control team

  3. Template legal letter - this is for staff to generate a legal letter and send it to the customer (by email and/or physical mail). It could also notify a 3rd party legal service or lawyer.

  4. Are we missing something? Have more ideas for escalations? Let us know!

Escalation Policies

Define Escalation policies for different types of escalation and configure the number of days overdue that will trigger the escalation. Each escalation can be sent to a specific email address and can include detailed instructions for the team member who will complete the escalation.

As with any policies you can apply them only to some groups of customers, and can configure when to start applying.

Escalations Page

All pending, complete and cancelled escalations can be found on the Escalations page

Use the filters to find the escalations that are pending or due to be completed or search for escalations for specific invoices, customers or types.

When the escalation is scheduled, an email with the instructions will be sent to the designated email address (if any) and the escalation details will be ready on the escalations page in Paidnice where it can be worked on by the appropriate team.

Working on an escalation

When you click on an escalation in Paidnice you will see the instructions and details of the overdue invoice.

You can mark the escalation as complete, cancel it or snooze it to work on again later. You can also add notes to the escalation which will be synced to the invoice in your accounting system.

If your escalation is a phone call you can also select a call outcome (such as 'left a message').

You can set an expected payment date on an escalation, and snooze until then.

If an invoice is paid then any escalations for it will drop off the list but you can still see them and review them by selecting the 'Include fully paid' tick box.

Integrate escalations with 3rd party services

When escalations are marked as complete or canceled, Paidnice will send a webhook if configured, read more about webhooks here.

Webhooks can allow the accounts receivable escalation activities to be synced to other software such as Hubspot, Salesforce or Intercom - there are 1000's of supported software platforms in Zapier.

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