AWRA Help Center

The workspace is Collections at /sales/collections, opened from its card on the Sales overview. It works beside the dunning ladder: the ladder sends the reminders on a timetable; this page is where a person takes over.

The Aging Lanes

• Customers with an unpaid invoice sit in five lanes: Current, 1–30 days, 31–60 days, 61–90 days and 90+ days. Each lane shows how many customers are in it and what they owe.
• A customer sits in one lane — the one its oldest overdue invoice falls in — because that is where the attention has to go. Within a lane, the most overdue come first.
• Each card shows what is overdue, how many days, what is open in total, the collector, and chips for Promised (with the date), Broken promise (in the last 90 days), Dunning paused and open follow-ups.
• One currency at a time. The board opens on the currency you are owed most in; pick another under Currency. A customer who owes in two currencies appears on both boards, and figures are never added across currencies.
• Filter by Collector (including No collector) or search by customer name. A lane shows its first 25 customers; See all opens that lane alone, 50 to a page.

Giving A Customer A Collector

1. Open a customer from the board. Their page shows What they owe, one line per currency, overdue against total — and, if they are on credit hold, why.
2. Under Collector, choose the person responsible and press Save.

The collector is who the board filters by. It does not change who receives the dunning reminders or who may work the account.

Promises To Pay

1. On the customer’s collections page, under Promises to pay, enter the Amount, the Currency and Promised by — today or a later date — with an optional Note.
2. Press Record promise.

• While a promise is open, the dunning ladder holds off for that customer — no stage goes out until the promised date has passed.
• After the promised date, AWRA marks the promise Kept if the payments received in that currency since it was recorded reach the amount, and Broken if they do not. The received figure is shown beside it. A broken promise lets the ladder resume.
• One promise is open per customer and currency at a time: recording a new one replaces the open one. Withdraw cancels an open promise.

Follow-Ups

1. Under Follow-ups, write the Task (for example, a call to the customer’s finance manager), choose who to Assign to and a Due date.
2. Press Add follow-up. The person it is assigned to is told in their bell, unless they assigned it to themselves.
3. Press Done when it is finished. A follow-up past its due date shows as Overdue.

Reminder History

The bottom of the customer’s page lists every dunning stage sent to them — the stage, channel, invoice and outcome, with the reason when one failed — together with the emails sent to their address, newest first. It is the answer when a customer says nobody told them.

Statements

• Under Statement, PDF and CSV download the customer’s statement of account. The CSV has a row per transaction with date, type, reference, description, currency, debit, credit and running balance.
• Email to sends the statement to the customer’s email address. Every statement emailed from the customer page or the app is recorded, with who sent it and the closing balance, on the customer’s timeline.

In The Mobile App

Collections is in the app too: the same lanes per currency, and for each customer the reminder history, recording a promise to pay, adding, completing or cancelling follow-ups, and sharing the statement as a PDF or CSV for a date range you choose. Giving a customer a collector is done on the web.

Permissions

• View invoices — open the board, a customer’s collections page and its reminder history, and download statements.
• Manage collections — record and withdraw promises, add and close follow-ups, and set the collector.
• Manage dunning — edit the ladder and pause or resume a customer, on the customer’s page.

Common Mistakes

• Looking for a customer on the wrong board. A customer who owes only in US dollars is not on the shilling board. Switch the currency.
• Expecting reminders while a promise is open. The ladder waits for the promised date on purpose. If the customer has gone quiet, withdraw the promise.
• Recording a promise far in the future to stop reminders. Use Pause dunning on the customer page instead, so the reason is plain to everyone.
• Expecting a disputed invoice to be chased. An invoice with an open dispute is skipped by the ladder until the dispute is resolved — see Dunning Ladder.

Related

• Dunning Ladder — the timed reminders this page works beside.
• Customers — the customer record, timeline and statement email.
• Invoices — raising and recording payments on the invoices being collected.
• Payments and collections — the feature overview.