Collections

Work every company that owes money from one file: see the debt, record what you did, send the official notice, and keep promises in view.

What You Can Do

• Browse open cases by country, debt type (credit or prepaid), phase, owner and aging
• Reassign several open cases at once (area owner and/or commercial owner)
• Open a case and see the client, the overdue documents, recent payments and this episode’s timeline
• Record a call, WhatsApp, email or visit (channel and result required) without leaving the panel
• Register a payment promise (one amount on a date, or parts that finish on a date)
• Send one collections notice by email, in the platform and WhatsApp — the wording follows the case phase
• Correct contacts, notes and locations on the same client file the sales team uses
• Attach evidence that stays with the company after the case closes
• Configure who receives new files (finance, legal and commercial fallback) on Assignments
• Export the table you are looking at (large files arrive in the exports drawer)
• Register a payment promise (one amount on a date, or parts that finish on a date)
• Send one collections notice by email, in the platform and WhatsApp — the wording follows the case phase
• Correct contacts, notes and locations on the same client file the sales team uses
• Attach evidence that stays with the company after the case closes
• Configure who receives new files (finance, legal and commercial fallback) on Assignments
• Export the table you are looking at (large files arrive in the exports drawer)

Getting There

1. Sign in to Admin with a role that includes Collections (collections-menu).
2. Open Collections in the main navigation.
3. You land on the case table. Assignments is a separate screen from that module (/collections/assignments).

Without Set as manager you only see cases where you are the commercial owner or the area owner, and the Assignment filter is locked to you.

Without Manage collections you can read a case but you cannot record management, send a notice, change owners, bulk-reassign or register a promise.

Starting the automatic charge needs Automatic charge (collection-autocharge). Without it the button does not show, but you still see how the charge is going.

Write-off (Cerrar por incobrable) needs a separate permission, collections-write-off (security level 3). Without it the status option is hidden and the API returns 403.

Common Tasks

Finding a case

1. Use the country selector at the top of Admin if you work one country at a time.
2. Click a credit or prepaid card (or a phase segment on the bar) to filter the table.
3. Narrow further with phase, status, owner, company, aging, amount or “overdue next action”.
4. Click a row — or open a Slack link /collections?id=… — to open the case panel.

Amounts on a row are in the client’s currency. The three cards at the top are in your currency.

An aging figure that starts with + is a floor (the prepaid start date could not be reconstructed exactly), not an exact day count.

Reading the case panel

The panel has three columns on a wide screen (see the case redesign):

• Left: who the client is, credit line, this case’s debt, overdue credits and recent payments
• Center: Timeline (write first, history below), then Follow-up, Contacts, Locations and Mail <<<<<<< Updated upstream

• Right: phase and status, both owners, next action, send notice, promises, previous closed episodes (when any), documents

• Right: phase and status, the commercial, finance and legal owners (each with the date it was assigned), next action, send notice, start automatic charge, the Automatic charge card, promises, previous closed episodes (when any), documents

  Stashed changes

On a tablet the timeline comes first. On a phone the columns stack.

Use the previous / next controls to walk the current page without closing the panel.

Reassigning several cases

1. Tick the open rows you want (the bulk bar appears).
2. Choose Reassign.
3. Set area owner, commercial owner, or both. At least one is required.
4. Confirm. Closed rows in the selection are skipped; the rest reload with the new owners.

Without Manage collections the checkboxes and the action are hidden.

Recording a management note or contact

1. Stay on Timeline.
2. Open Register management.
3. Choose Note or Contact. Contact requires a channel (call, WhatsApp, email, visit) and a result (effective, no answer, wrong number, promise, dispute, refusal).
4. Write what happened. Optionally set the date you will resume the case.
5. Save. The history refreshes in place. The first action on a new file moves it to In management.

Sending the collections notice

1. On the right, read the helper under Send collections notice. It states the level of the current phase (1 reminds … 5 is the formal legal letter). You cannot pick a different wording.
2. Confirm. You may add a short note; it travels inside the same message.
3. Check which channels reached the client. WhatsApp is often skipped until the approved template exists — that is still work pending, not a full failure.

The same notice is what the automatic weekly job sends. Opening a case does not email immediately; the first letter goes out on the next daily notices run (not only on that company’s weekday).

Starting the automatic charge

Open full screen

The button sits under Send collections notice. It stays visible but disabled, with a line underneath saying why, while the charge card is still loading, while the company already has a charge running, or when the client has not accepted the automatic charge consent; nothing is sent in those cases. When it is enabled, you confirm and the request goes to the charge service. If the system or the service refuses (case closed, a charge already running, no consent, no usable card, legal phase, active promise…), you see the reason; refusals from the charge service are also written on the timeline. If the service did not answer, try again later.

1. Check the line under Start automatic charge.
2. Click it. The confirmation shows the client and the current debt.
3. Optionally type the most you want to collect. Leave it empty to collect the whole debt.
4. Confirm. A message shows the date and amount of the first charge, the timeline shows Automatic charge scheduled, and the button stays disabled while that process runs.

The Automatic charge card on the right shows, for anyone who can open the case: the status (scheduled, in progress, frozen, completed, resolved without charge, terminated), how much was collected against the target, the next charge date, the cycle, who started it, each attempt (status, amount charged, debt at that moment, cap, card order) and the process log. A payment promise or the legal phase freezes the charge; the card says why.

Registering a payment promise

1. Open Payment promises on the right.
2. Choose Lump sum (pay the amount on the date) or Installments (pay in parts, finish on that date). Installments ask how many parts — not a calendar per cuota.
3. Enter the amount and a date that is today or later.
4. Save. The case status becomes Promise. Only one pending promise is allowed; resolve it before adding another.

The case sync (every four hours) marks a promise kept when the client has covered the amount, or broken the day after the date if they have not.

Changing owners or phase

• Commercial owner is the salesman (or KAM, or the commercial pool if both are missing). Change it by hand if the snapshot is wrong.
• Area owner is finance, or legal once the file is in Legal. The system rewrites this only when the file enters or leaves Legal.
• Changing phase by hand sticks; the job will not overwrite it. Legal does not fall back automatically if the client pays down the oldest documents.

Configuring assignment rules

1. Go to Collections → Assignments (or /collections/assignments).
2. Add a rule: pick the administrator, the team (finance, legal or commercial), optional country, optional amount floor and aging floor.
3. Several defaults on the same team are allowed. New files go to the matching rule with the fewest open cases.

Finance rules feed the area owner. Commercial rules are only the fallback when the company has no usable salesman or KAM. Legal rules apply when the phase is Legal.

What the system does on its own

You do not open or close files by hand. Three scheduled jobs keep the book current. They stay dark until an operator turns on the admon / collections feature flag. Prepaid conversion stays off until prepaid_conversion.enabled is also true.

Case sync — six times a day (00:30, 04:30, 08:30, 12:30, 16:30, 20:30, server clock):

• Opens a file when a company has overdue credits or a prepaid negative balance
• Reopens a written-off file when new collectable debt appears (same case). After a paid close, new debt is a new file
• Updates the amount, aging and phase on files that still owe
• Closes a file when there is no real mora (including when a credit-line term is extended so cuts are back in term)
• Applies a later prepaid wallet to conversion credits, oldest first
• Queues one conversion job per eligible prepaid company (does not convert inside this run)
• Marks payment promises kept or broken
• Tells assignees on Slack when a file opens or the phase changes
• Does not email the client on open (that waits for the notices job)

Prepaid conversion — same hours as sync, one job per company:

• After the delay (default 5 days), a still-negative prepaid wallet becomes an unpaid receivable. The wallet goes to 0. The company does not get a credit line. The file stays prepaid and keeps the same owners.
• A later negative wallet on the same open file creates another credit.
• Conversion stays off until prepaid_conversion.enabled is true.

Notices — once a day at 16:00 (treated as 10:00 Mexico if the server is on UTC):

• Reminds a credit-line client 5 days before a due date and on the due date
• Sends the first collection letter to every new file that has not been emailed yet, then uses leftover room for the weekly reminder (one seventh of the book that day)
• Pings both owners on Slack when a next-action date is due

Exporting the book

1. Set the same filters you want in the file.
2. Use the table export. A short list downloads immediately. A long list appears in the exports drawer and can notify you on Slack.
3. The file matches every row the filters select, not only the page on screen.

Frequently Asked Questions

Why does one company have a single case if it has many overdue credits?

The file belongs to the company. New overdue documents update the same case. A second case would split the conversation.

Why did the aging go down after a payment?

Payments settle the oldest credit first. When that document is paid, the file ages from the next one.

Why is a prepaid aging frozen when new charges appear?

A negative balance has no start date of its own. The system reconstructs it once when the file opens and then keeps that anchor so new surcharges (and conversion credits) do not make the case look younger.

The client paid into the wallet but the file is still open.

After conversion the debt is the unpaid receivable, not the wallet. A zero wallet with an unpaid conversion credit still counts as overdue. The next sync applies a positive wallet to those credits oldest-first.

I wrote the file off and it came back.

Write-off marks leftover credits unpayable, brings a negative prepaid wallet to zero, and closes the file. That leftover does not reopen it. New collectable debt (negative wallet or a new overdue receivable) reopens the same file. If the file was closed as paid, later debt is a new file.

A company that owes is not in the list.

Collections tracks every company status except deleted, so inactive and fraud-flagged companies do get a file: a debt nobody can see is a debt nobody can write off. Those two statuses never receive an automatic letter — you can still send one by hand from the case.

Jobs are not converting prepaid wallets.

Turn on prepaid_conversion.enabled in the config column of the admon / collections flag (the rules column only says which companies and notices the feature reaches). Omitted or false skips conversion while listing and sync still work. days_after_open: 0 also disables conversion. days_after_open (for example 5) is how often a still-negative wallet is converted: five days after the case opens, then again every five days while new charges keep the wallet negative. To convert only preexisting files that already carry long mora, set min_aging_days (for example 20) as well. max_per_sync (500 when omitted) caps how many conversions one sync queues; the rest wait for the next sync, and 0 pauses conversion without turning it off.

I cannot see a case I know exists.

You probably lack Set as manager, and you are not the commercial or area owner. Ask an admin to assign you or to grant the permission.

The notice button is missing.

You need Manage collections, and the case must still be open.

The automatic charge button is missing.

You need Automatic charge (collection-autocharge), and the case must still be open. Without the permission you still see the Automatic charge card.

The automatic charge button is disabled.

Read the line under it: the card is still loading, the company already has a charge running (on this or another of its cases), or the client has not accepted the automatic charge consent in the platform. The consent is accepted by the client; collections cannot accept it for them.

WhatsApp said skipped.

The approved template for that notice level is not registered yet. Email and the in-platform notice can still go out. Register collections_notice_l{level} when Marketing has the template.

Jobs are not opening new cases.

The database flag feature_flags for project admon and name collections is off or missing (fail closed). The listing still works so you can inspect existing files. An operator turns the flag on (optionally with a company allowlist) without a deploy.

Do I need the CRM menu?

No. Collections can read and write the client follow-up (notes, contacts, locations) with collections permissions. A phone number you correct here is the number Sales sees.

Related

• Technical overview — Data flow, tables and decisions
• API — Endpoints and permissions
• UI — Screens and panel layout