Accounts Receivable Collections Workflow

What happens if a customer promises payment but then doesn't pay?

The workflow tracks the payment promise and moves the case to a payment confirmation check. If payment isn't received as promised, the case routes to a 'broken promise' escalation step, which flags the account for follow-up or finance manager review depending on your configured thresholds. This keeps broken promises from silently sitting in a controller's inbox.

Can this handle disputes that involve multiple back-and-forth investigations?

Yes. Once an invoice is marked as disputed, it's assigned to a disputes owner who investigates and the case stays open under their ownership until a resolution routes it forward. You can customise the investigation step and add extra fields or comments if your disputes need more back-and-forth documentation before resolution.

What if we have a large volume of high-value accounts that all need finance manager approval?

The Check Escalation Threshold step lets you define what counts as high-value or aged, so only qualifying invoices route to the finance manager for approval. Everything below the threshold follows the standard escalation follow-up path instead, keeping the manager's queue focused on cases that actually need their decision.

How do we customise the escalation thresholds or approval rules?

Thresholds, routing logic, and approval steps are all configured directly inside assess.one — no developer work required. You can adjust dollar-value or aging cutoffs, change who the finance manager approval routes to, or add additional escalation tiers as your collections policy evolves.

Who needs access to this workflow?

Typically the credit controller who owns day-to-day follow-up, the disputes owner who investigates flagged invoices, and the finance manager who approves escalated cases. You can assign roles and permissions per step inside assess.one so each person only sees and acts on the cases relevant to them.

What happens at the Route on Final Outcome step?

This decision point checks whether the invoice was paid, escalated, or needs to be written off, and routes the case accordingly. It's the step that determines whether the case closes as resolved or continues into finance manager review, keeping the process from stalling in limbo.

Does this workflow support write-offs, and who approves them?

Yes, invoices that remain unresolved after escalation can be marked as written off. Depending on how you configure the finance manager approval step, write-offs can require explicit sign-off before the case is allowed to close, giving you a compliance checkpoint for bad-debt decisions.

What if a customer never responds to contact attempts?

If contact outcomes show no response, the workflow routes the invoice into a no-response escalation path rather than leaving it stuck at the initial contact stage. This ensures aging, unresponsive accounts get visibility and follow-up instead of quietly aging out.

How long does it take to get this workflow running?

Publishing takes minutes, not weeks. Once you publish the template inside assess.one, your credit controller can start logging overdue invoices and running the live process immediately, with no software installation or implementation project needed.

Can we track how many cases close as paid versus written off over time?

Yes, because every invoice moves through defined statuses like paid, escalated, and written off, you get a clear record of outcomes across your collections pipeline. This makes it easier to spot patterns in disputes, broken promises, or write-off rates without manually compiling reports.