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COLLECTIONS — Q&A

Q: How does the payment intelligence score work? Score 0–100 calculated per customer from 5 factors: payment history (on-time %), average days overdue, broken promise-to-pay count, payment trend (rolling 3-invoice window), dispute frequency. 5 tiers:
  • Platinum (80–100): auto-assign Standard dunning, AM-led collections
  • Good (60–79): Standard dunning, account manager involved
  • Average (40–59): Enterprise dunning, CS escalation
  • Poor (20–39): Aggressive dunning, manager escalation
  • Bad (0–19): Aggressive dunning, legal track, CFO alert
Score degrades automatically if recent payments worsen. AM is alerted when a customer’s tier drops.
Q: What are the 10 dunning action types?
  1. Email (standard reminder)
  2. WhatsApp message
  3. SMS
  4. In-app notification
  5. Account manager call task
  6. Account suspension (configurable)
  7. Feature restriction
  8. Promise to pay recording
  9. Escalation to management
  10. Legal notice / collections referral
Each step in a dunning sequence can combine multiple action types. Enterprise customers can have customer-level dunning overrides.
Q: What are the 3 dunning templates? Standard: gentle reminders, AM-led, no suspension. For Platinum/Good scores. Enterprise: structured escalation, CS involvement, soft suspension option. For Average. Aggressive: immediate escalation, hard suspension, legal track. For Poor/Bad. Templates are auto-assigned based on payment score. Finance can override per customer.