Collections

We agree the cadence with you at onboarding: how many touches, at what intervals, and in what tone, based on your typical customer relationships and how aggressive you want early follow-up to be. Templates are drafted for your approval and sent from your business's own email address, not a third-party collections domain, so a customer receiving a reminder sees it as coming from you. Each touch is logged with the date, the channel, and any response, building a per-customer history over time. When an account reaches the end of the agreed cadence without resolution, it is escalated to you with the full log attached and a recommendation, rather than continuing indefinitely on autopilot.

Collections fits any US business invoicing other businesses on net terms where more than an occasional invoice runs late: agencies chasing retainer overages, wholesalers on net 30 or net 60 with a mix of reliable and slow-paying accounts, and professional services firms whose engagement letters set payment terms that clients do not always honor. It is less useful for businesses collecting at the point of sale or through automated card-on-file billing, where there is rarely an overdue balance to chase in the first place, and it does not extend to consumer debt collection, which sits under a different regulatory regime than commercial B2B follow-up.

Collections covers the reminder cadence itself, drafted and approved templates, the response log tied to each customer and invoice, and a weekly summary of accounts that need your direct attention. It also covers routing: a dispute goes back to you immediately rather than getting more reminders, and a payment plan proposal from a customer gets drafted for your approval rather than agreed on your behalf. What is not included is the decision to escalate to a formal collections agency, pursue legal action, or write off a balance; those stay entirely with you, with the full history available the moment you need to make that call.

The most common problem is inconsistency: reminders get sent when someone remembers, which means the customers who are slowest to pay are often the ones who get chased least, because chasing them is unpleasant. A fixed cadence removes that bias entirely. Second is reminders that read as generic and get ignored; we draft templates in your actual voice and reference the specific invoice and amount rather than a form letter. Third is disputes that keep getting reminder emails after the customer has already explained the problem, which damages the relationship; we stop the cadence the moment a dispute is logged. Fourth is losing track of who has been contacted and when across multiple overdue accounts, which the per-customer log solves directly.

Every template used in the cadence is approved by you before it goes live, and any change to tone or escalation timing requires your sign-off before it takes effect. A senior reviewer reviews the weekly summary and the response log before either reaches you, checking that disputes were actually routed out of the cadence and that no account has been sitting unescalated past the agreed cutoff. We do not have authority to offer a discount, agree a payment plan, or threaten legal action on your behalf; those decisions route to you every time, with the history attached so you are deciding from full context rather than a cold start.

Collections runs against the open invoices in QuickBooks Online, Xero, or Bill.com, so the cadence always reflects what is actually still owed rather than a separately maintained spreadsheet that can drift out of sync. Melio is supported where a client uses it alongside AP workflows. Reminder emails are sent from your own email account or a shared inbox you control, and the response log is maintained as a structured record inside your file rather than scattered across individual email threads that are hard to search later.

Collections is included as part of AR support inside the Growth tier on the published rate card, alongside invoicing and the aged receivables report. It is scoped based on the number of open accounts typically needing active follow-up each month, not the total customer count, since most accounts on net terms never need a reminder at all. A backlog of long-overdue accounts with no history of follow-up is scoped and priced separately as a cleanup before ongoing collections starts.