Follow up overdue invoices

Review account, dispute, contact, payment promise, and member context before sending proportionate collection communication or escalating under approved policy.

Field	Value
Business area	finance
Primary role	finance-billing-administrator
Frequency	weekly
Privacy sensitivity	high
Security sensitivity	high
Compliance review	needed

Trigger and handoff

Trigger: An unpaid invoice reaches an approved aging or promise date.

Inputs

• Aging and contact record
• Disputes and payment promises
• Collection authority and communication preference

Outputs

• Context-appropriate follow-up
• Updated promise or dispute status
• Authorized escalation or pause

Current manual methods

• Bulk overdue email
• Phone list
• Informal front-desk reminder

Human judgment and approvals

• Assess fairness

• vulnerability

• relationship

• and evidence

• Choose a respectful channel and next step

• Approval: Authorized manager approves service restriction

• Approval: external collection

• Approval: write-off

• Approval: or legal escalation

Failure modes

• Automation contacts a member with an active dispute
• Escalation ignores a kept partial-payment agreement

Success metrics

• Follow-up respects disputes and promises
• Aging reduces without avoidable complaints or unsupported escalation