Open Collections. The page says "Who to chase, why, and what to do next. Every figure comes from the ledger." The header shows the period, Receivables, Overdue and Credit sales this period (Collection figures).
The worklist
The Worklist tab lists every customer with overdue money, most urgent first. Columns: Customer, Overdue, Oldest, Stage (the dunning stage, or "No case yet"), Next action (with the number of open follow-ups), Promise, Collector, Last receipt.
Filters: search (customer, phone, email, PAN or code); All accounts, My accounts or By collector; dunning stage; priority; promise state (Any promise state, Broken or missed, Due today); a minimum overdue amount; and Include settled work (customers no longer overdue whose case is still open).
Priority
Each account gets a priority from 0 to 100 (Critical from 70, High from 45, Medium from 20, otherwise Low), from these facts:
| Fact | Points |
|---|---|
| Collectible (overdue less disputed amounts) | 500,000 or more: 40; 100,000 or more: 32; 25,000 or more: 24; 10,000 or more: 16; any: 8 |
| Oldest overdue | Over 90 days 30; over 60 days 22; over 30 days 15; any 8 |
| A broken promise | +20 |
| A promise due today | +10 |
| A promise still ahead | -10 |
| Over credit limit | +8 |
| On credit hold | +5 |
| Overdue but no collection case yet | +5 |
| Disputes cover all the overdue money | -15 |
The account panel
Click a customer to open the account panel: Total due, Overdue, Oldest overdue, Last receipt; the ageing (Not due, 1-30, 31-60, 61+ days), Disputed, Cheques in hand, Advance held, Credit limit, Pays in (on average), Promise record; and the lists Bills, Promises, Follow-ups, Contacts (with the account's own phone and email) and Collection cases. A customer marked do not contact is flagged.
| Action | What it does | What CRM keeps |
|---|---|---|
| Follow-up call | Books a call for tomorrow for the person chosen in Who makes the call (the title and date are filled in for you) | A follow-up on the account's collection case (the case is opened if needed) |
| Record promise | See Promises to pay | A promise, and a follow-up to check it |
| Assign collector | Makes someone the collector of the account | The collector on the account's case (opened if needed); the collector is notified |
| Close work | Closes the work with a reason: Paid in full, Settled by credit note, Payment plan agreed, Moved to a dispute case, Written off, Opened in error, or your own | "Open collection cases are closed with the reason ... and their open collection follow-ups are marked completed." |
Adding a follow-up or a promise needs the permission to add follow-ups; assigning a collector and closing work need the permission to change them (Who can use which CRM screen).
Nothing here posts to Accounting. Written off closes the CRM work only: the write-off itself is a credit note or a journal in Accounting, made by an accountant.
Dunning letters
Dunning letter prints a letter for the account at one of the five stages: 1 Payment reminder, 2 Second reminder: payment overdue, 3 Overdue account: payment required, 4 Final notice before credit hold, 5 Account on credit hold. Printing a letter records nothing.
Promises to pay tab
Every promise with its status, the amount promised and received, and the pay-by date, with Cancel promise for open ones. See Promises to pay.
The dunning ladder card and Run collections now
The Dunning ladder card shows how many accounts sit at each stage; click a stage to filter the worklist. Run collections now (for users who can manage CRM settings) runs the same pass as the nightly run. See The dunning ladder and collection cases and The nightly run and the run-now buttons.
Common questions
Why can I not book a follow-up call for one customer?
If you see "This customer asked not to be contacted; collection calls cannot be scheduled.", the customer is marked do not contact. The nightly run opens no work for them either.
Does Written off write the debt off?
No. It closes the CRM work only. The write-off is a credit note or a journal in Accounting, made by an accountant.
I cannot assign a collector or close work.
Assigning a collector and closing work need the permission to change follow-ups, and adding a follow-up or a promise needs the permission to add them (Who can use which CRM screen).