Dunning

Dunning is the process of following up with customers about unpaid invoices. In MonetizeNow you automate it with dunning processes: sequences of steps that send reminder emails and retry payment as an invoice gets older.

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How dunning works

Explanation

Dunning runs per bill group, not per invoice

A dunning process is assigned to a bill group, not to individual invoices. If a bill group has several unpaid invoices, the customer gets one sequence of reminders rather than one per invoice.

Steps follow the oldest unpaid invoice

Each step has a Day Since Due Date. MonetizeNow checks bill groups every day and counts the days past due from the oldest unpaid invoice on the bill group.

• A bill group enters dunning when its oldest unpaid invoice reaches the first step's day.
• Steps run in order and only move forward. If several steps become due at once (for example after a pause), MonetizeNow runs the step whose day is closest to today and skips the earlier ones.
• Negative days run before the due date. Use them for friendly reminders.
• The bill group leaves dunning and returns to Good Standing as soon as it has no qualifying unpaid invoices. After a payment, MonetizeNow re-checks whether a later step still applies.
• Inactive bill groups aren't processed.

What a step can do

A step can do one, both or neither (for example, a step that only marks progress for your own reporting using its Custom ID).

Dunning emails respect your Notifications setting. In a test tenant, they only go to allowed domains and addresses.

Dunning statuses

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Create a dunning process

How-to. Requires Tenant Admin or Billing Admin.

1. Go to Settings → Dunning and click New.

   

2. Enter a Dunning Name.

3. Fill in step 1:

   • Name: for example Friendly reminder.
   • Day Since Due Date: for example -3 for three days before the due date.
   • Custom ID (optional): a unique ID you can use in your own reporting or automation.

4. To email the customer, turn on Send Email, then:

   • choose an Email Template;
   • optionally choose CC and BCC recipients from the customer's records;
   • optionally add Internal CC / Internal BCC addresses, separated by commas.

   

5. To retry payment, turn on Attempt Collection.

6. Click + Add New Step for each further step. Each step's day must be greater than the previous step's day. A new step copies the previous step's email and collection settings, so check them.

   

7. Click Save.

To start from an existing process, open its ⋮ menu and choose Clone, or click Clone on its edit page. MonetizeNow creates the copy and opens it for editing.

Interactive guide

Follow along step by step:

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Assign dunning processes

How-to

How a new bill group gets its process

When a bill group is created, MonetizeNow picks its dunning process in this order:

flowchart TD
    A[New bill group] --> B{Dunning Process<br/>chosen on the bill group?}
    B -- Yes --> X[Use it]
    B -- No --> C{Account has<br/>Dunning for New Bill Groups?}
    C -- Yes --> Y[Use the account's process]
    C -- No --> D{Tenant has a<br/>default process?}
    D -- Yes --> Z[Use the tenant default]
    D -- No --> N[No dunning]

Set the tenant default

In Settings → Dunning, open a process's ⋮ menu and choose Set as Default. The default is marked Default in the list. It's optional.

Set a default for an account

On the account, set Dunning for New Bill Groups. New bill groups on that account get this process. Existing bill groups don't change.

Change, add or remove a bill group's process

Edit the bill group and change Dunning Process in its Dunning section. Clear it to stop dunning for that bill group entirely.

See which bill groups use a process

In Settings → Dunning, the Assigned Bill Groups column shows the count. Open a process's ⋮ menu and choose View Assigned Bill Groups to see them in Dunning Management.

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Pause or resume dunning

How-to. Requires Tenant Admin or Billing Admin.

Pause a bill group's dunning while you negotiate with the customer, without removing its process.

1. Go to Billing → Dunning Management and choose the Dunning Process. Filter by Dunning Status if needed.

   

2. On a bill group that's In Dunning, open the ⋮ menu and choose Pause.

3. Choose a Pause Until Date (tomorrow or later) and click Confirm.

   

Dunning resumes automatically after that date. To resume earlier, choose Resume on a Paused bill group. You can also pause and resume from the bill group itself.

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Reference

Settings → Dunning list

Row actions: Set as Default (non-default processes), View Assigned Bill Groups, Clone, Delete.

Step fields

Who can do what

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Best practices

Keep your team informed during dunning

Add your team to each step so they know what customers are receiving:

• Use Internal CC or Internal BCC on the step for fixed recipients, such as your AR team.
• For account-specific recipients (for example the account owner), keep them in the account's CC or BCC emails, populated from your CRM through Salesforce Field Mapping or HubSpot Field Mapping. Then choose All CC emails on Account (or All BCC emails on Account) on the step.

Tailor dunning to each customer automatically

Larger customers often need a more personal, less automated process. Start by creating one dunning process per customer tier, for example Enterprise (high touch) and Standard Collections. Then choose how each new bill group gets the right one:

• From your CRM. In your CRM, calculate which process each account should use, and map it to the account's Dunning for New Bill Groups (defaultDunningProcessId) with field mapping. Each process's ID is shown under its name on its edit page. New bill groups on each account then get the right process automatically.
• With Record Automation. Create a Record Automation rule for bill groups that sets Dunning Process when a bill group is created, based on conditions you choose (for example the quote's total or a custom field). Use this when the logic should live in MonetizeNow instead of your CRM.

Start reminders before the due date

A step at -3 or -7 with a friendly template reminds customers before an invoice is late, which often avoids dunning altogether.