Invoice Dunning

invoice dunning in nue automates reminder emails for overdue invoices so your team spends less time chasing payments and more time on high‑value work instead of manually tracking who hasn’t paid, nue sends a small number of clear, branded reminder emails based on rules you configure primary concepts invoice dunning is built around two core ideas segmentation – you group customers and invoices into segments (for example, by region, size, industry, or invoice amount) so that each group can follow its own dunning strategy reminders – for each segment, you define when nue should send emails (for example, 7, 15, or 30 days after the due date) and which salesforce email template to use at each stage together, segmentation and reminders let you tailor collections by audience while keeping your process automated and consistent how invoice dunning works at a high level, nue identifies eligible invoices nue looks at active invoices that are overdue and match the filters you define (for example, invoice amount or customer industry) schedules reminder emails for each eligible invoice, nue checks your dunning schedule (for example, 7, 15, and 30 days after the due date) and plans when each email should be sent sends emails using salesforce templates when a reminder is due, nue sends a single email using the salesforce template you selected for that stage stops when the invoice is resolved if an invoice is paid or no longer eligible, nue automatically stops sending further reminders for that invoice each reminder is sent at most once , even if you later change the configuration permissions and access to work with invoice dunning, a user must have specific collections permissions in nue view invoice dunning – view‑only access to the dunning configuration manage invoice dunning – create, edit, and delete dunning settings when at least one of these permissions is granted, the invoice dunning menu becomes available in settings → collections configuring invoice dunning nue gives you a guided, ui‑driven way to configure dunning for your account 1\ enable the dunning workflow go to settings → collections → invoice dunning turn on the dunning toggle to enable the workflow for your tenant 2\ create customer segmentations segmentation lets you apply different dunning strategies to different groups of customers and invoices—for example, enterprise vs smb, or by geography or risk tier on the dunning settings page, click add segmentation to create a new segment card (up to 10 segmentations per account) give the segment a clear name (for example, enterprise – high balance or smb – global ) you can define segment membership in two ways customer filter – select customers based on attributes like industry, size, or region invoice filter – select invoices based on attributes like amount, balance, or due date for example, you might create a segment that includes customers where industry = finance , and invoices where amount ≥ $200 and balance > $20 nue only sends dunning emails to invoices that are overdue, which means unpaid or partially paid are in an active status, and match the filters you’ve configured for at least one segmentation to fine‑tune which customers or invoices belong to a segment, you can edit filters using a field‑based filter builder 3\ define reminder schedule and templates within each segmentation, you configure reminder stages —when to send emails and which salesforce template to use for each segmentation click add reminder to create a reminder rule (up to 3 reminders per segmentation) for each reminder, choose when to send – for example, 7 days after due date , 15 days after due date , 30 days after due date channel – email (the only channel for this release) email template – the salesforce template to use (for example, firstemailtemplate , secondemailtemplate , finalemailtemplate ) recipients – typically the order primary contact plus any additional email recipients specified on the customer email recipients nue then ensures each reminder is only sent once per invoice and stage skips reminders if the invoice is paid, canceled, or otherwise no longer eligible no valid recipients can be resolved handling existing overdue invoices when you first turn on invoice dunning or adjust your schedule, some invoices may already be overdue you control how nue treats those existing invoices, allowing you to balance customer experience with the impact on collections in the overdue invoice notification settings dialog, you can choose one of three options send latest notifications immediately nue immediately sends the latest applicable reminder to all invoices that are currently overdue, based on your current dunning schedule this quickly gets customers to the “right” point in the sequence without replaying every missed step example your schedule is 7, 15, and 30 days after the due date an invoice is already 25 days overdue when you enable dunning with this option, nue sends only the 15‑day reminder right away and then waits to send the 30‑day reminder when the invoice reaches 30 days overdue skip previous matched notifications nue ignores reminders that would have been sent in the past and only sends reminders that occur after today this is the most conservative option if you want to avoid a sudden spike in emails example using the same 7/15/30‑day schedule, an invoice is 25 days overdue when you enable dunning with this option, nue does not send anything immediately the customer receives only the 30‑day reminder when the invoice reaches 30 days overdue send all matched dunning notifications nue sends every reminder that should have gone out based on your current schedule, even if those dates are in the past this ensures customers see the full series of communications, but it may generate multiple emails at once example again with a 7/15/30‑day schedule and an invoice that is 25 days overdue, nue sends both the 7‑day and 15‑day reminders immediately, and then sends the 30‑day reminder when the invoice reaches 30 days overdue these settings apply only to invoices that are already overdue when you save the change new invoices follow the normal dunning schedule from their due date onward email templates and customer experience invoice dunning is designed around a three‑stage email pattern, but the actual content, branding, and timing are fully configurable through your own salesforce email templates a common setup looks like this first notice (friendly reminder) – sent shortly after the payment fails or the invoice becomes overdue this email politely alerts the customer that payment could not be processed and invites them to review or update their payment details second notice (more urgent reminder) – sent if payment still hasn’t been received after an additional grace period the tone remains professional but clearer about the risk of service disruption if no action is taken final notice (last reminder) – used when the account is significantly past due this message sets clear expectations about potential suspension or further action if payment is not received, while still providing an easy path to resolve the balance you control the actual wording, design, and languages of these messages in salesforce nue simply calls the configured templates (for example, your first, second, and final notice templates) at the right time based on your dunning schedule if a hosted payment link (paymenthostedurl) is available for the invoice and your template includes it, customers will see a “pay now” –style call‑to‑action that takes them directly to a payment link page if you do not include a payment link in the template, you can instead provide alternative instructions (for example, how to contact your billing or support team) exporting and migrating dunning configuration if you manage multiple environments (for example, sandbox and production ), you can move your dunning configuration between them using nue’s existing tenant settings export/import apis at a high level export – read current dunning settings from one environment, including whether dunning is enabled the selected overdue mode all segmentations, filters, and reminders import – apply the same settings to another environment so you don’t have to re‑create configurations manually this is useful when testing new segmentation and reminder strategies in a sandbox promoting approved configurations into production once validated