Collections

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The operator view of recovery

Collections (under Payments) is the operator view of payment recovery. The automated engine — smart dunning retries, campaigns, ACH settlement tracking — does the collecting; this page makes its state legible and actionable: who is failing right now, why, what the machine will do next, and the levers to intervene.

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The worklist

Every invoice currently in recovery appears in the table: past_due invoices being chased and uncollectible invoices that were written off but still carry a balance. Each row shows:

• Customer and invoice number
• Amount still owed (currency-aware)
• Days overdue, color-ramped as it ages
• Last failure — the gateway decline or ACH return code, humanized (“Insufficient funds”, “ACH: account closed”)
• Next retry — when the engine tries again, or a paused badge
• Owner — which engine is managing it: scheduler (email escalation), worker (smart retries), or campaign (multi-step sequences)
• ACH state chips: settling while a bank debit is in flight, returned after a bank claw-back reopened the invoice

Filter by status with the tabs; the list is paginated for large books.

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The funnel and failure reasons

Above the worklist:

• Revenue at risk — open money currently in dunning, FX-normalized to your reporting currency
• Recovery rate — of the cases concluded in the last 90 days (recovered or written off), the share recovered. A windowed cohort, so the number reflects how collection is performing now, not the whole history
• Recovered (all-time) and Written off totals
• Top failure reasons — decline codes ranked by how much revenue each is holding, so you can see whether the problem is expired cards, insufficient funds, or something systemic

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Manual controls

Each row’s action menu lets you intervene without fighting the automation:

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Retry now

Queues an immediate charge attempt through the smart-retry engine (picked up within seconds). Guardrails refuse the retry — with a clear reason — when it could double-charge:

• the invoice’s dunning is paused,
• it’s a UPI AutoPay mandate invoice (mandates can’t be gateway-retried),
• an ACH debit is still settling (never stack a second charge on money in flight),
• or the invoice isn’t actually past due anymore.

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Pause / resume dunning

Pausing stops all automated contact and charging for that invoice — retry charges, escalation emails, and campaign steps (emails, SMS, payment walls) alike. Use it while negotiating with a customer or investigating a dispute. Resuming picks the schedule back up where it left off.

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Mark uncollectible

The manual write-off. The invoice stops being chased and moves to uncollectible (a status change — you can still record a manual payment later if the money ever arrives). The write-off date feeds the recovery-rate cohort.

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Best time to retry

The Smart Dunning page includes a Best time to retry card: historical retry success rates by hour of day (UTC) and day of week, with the best-performing windows highlighted once there’s enough history to trust. It’s an insight into when your customers’ payments succeed — the live retry engine keeps learning independently.

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Where to go next

• Smart Dunning — the automated engine behind this page
• Set up ACH bank debits — the US bank-debit lifecycle
• Set up dunning — retries, campaigns, and emails