Payment reminders: before the due date, when overdue, escalations
CRM can e-mail your customers before an invoice is due, every few days once it is overdue, and a firmer message after a set number of days. Reminders are off until a manager starts them.
Payment reminders are e-mails CRM sends your customers about their invoices, on its own. They are off until a manager (the CRM Admin role) starts them for the workspace.
Start the reminders
- Settings → Invoicing settings → Defaults & reminders.
- In Invoice Reminder Settings, choose what is sent:
- Enable Due Soon Reminders and Due Soon Reminder Days — a friendly reminder this many days before the due date, for example 3.
- Enable Overdue Reminders — reminders once the invoice is past its due date.
- Escalation Schedule — + Add Escalation for a firmer message after Days Overdue, for example 30, with an optional Custom Message (optional). Add as many levels as you need.
- Click Save Settings.
- Click Start sending payment reminders and confirm.
The banner then says Payment reminders are on and since when. Stop sending payment reminders turns them off; nothing is sent until you start them again.
When they go out
Reminders go out once a day at your workspace's reminder hour — Settings → Workspace → Reminders go out at, 09:00 by default, in the workspace's time zone. See Workspace settings.
| Reminder | Goes to | How often |
|---|---|---|
| Due soon | issued invoices (sent or viewed) due within the set days | at most once a day |
| Overdue | invoices past their due date — their status turns Overdue | every 3 days until paid |
| Escalation | invoices overdue by the set days | once per level |
Drafts, proformas, paid and cancelled invoices get no reminders.
Who receives them
Each reminder goes to the addresses the invoice was last sent to; if it was never e-mailed, to the contact's or the company's address. The subject says Payment Overdue - Invoice 0000000012 (or Upcoming Payment Due, URGENT: Payment Overdue), in the invoice's language.
Reminders go through Push, from your workspace's sender — see Workspace settings.
Every reminder is listed on its invoice under E-mails — sent or refused, with the reason — and all of them in Settings → Invoicing settings → Reminders sent, with the type (Due soon, Overdue, Escalation), the recipient and the date.
Remind one customer now
On the dashboard, overdue invoices have Send reminder. It e-mails that customer at once, whether the automatic reminders are on or not. The invoice's owner or a manager can send it.
If something doesn't work
Payment reminders can't be sent: this invoice has no e-mail address. Send it once — reminders go to the addresses it was sent to.
The invoice was never e-mailed and the customer has no address. Send the invoice once, or add the address to the contact.
A reminder for this invoice already went out in the last 24 hours.
Wait until tomorrow, or write to the customer from Inbox.
A proforma does not get payment reminders.
Proformas are not owed — see Proforma invoices.
Reminders do not go out
Check that the banner says Payment reminders are on, that the type you expect is switched on, and that the invoice is issued and unpaid. A reminder refused by the mail server is listed on the invoice under E-mails with the reason.