Collect overdue offline payments (dunning)
To tackle the challenge of securing offline payments, often caused by communication gaps or forgetful customers, Cleverbridge offers automatic payment delinquency notices tailored for customers submitting purchase orders (POs), along with targeted customer emails to enhance engagement.
Continue reading to learn more about our automatic payment delinquency notices. To learn about which emails we use to counteract overdue wire transfers and other non-PO offline payments, see Customer email types.
Payment delinquency notices
When a customer selects purchase order (PO) as a payment option, they are granted a payment term of 14, 30, or 60 days (depending on your requirements) to submit a payment. Should the payment not be received by the end of this period, Cleverbridge starts the dunning process to secure the payment.
Outlined in the table below, our communication strategy encompasses a series of emails sent to the customer. In the event of non-payment, we notify you of the delinquency and cancel the purchase order within 2 to 3 days.
| Event | Action Triggered |
|---|---|
| Purchase made with Purchase Order payment option | Customer receives an order confirmation email with payment instructions and an invoice |
| 30 days without payment (or any other term) | 1st payment delinquency notice (PDN) sent by Cleverbridge via email |
| 14 days after 1st PDN (44 days without payment) | 2nd PDN sent by Cleverbridge via email |
| 14 days after 2nd PDN (58 days without payment) | 3rd and last PDN sent by Cleverbridge via email |
| 7 days after 3rd PDN (65 days without payment) | The activation of this dunning setting is optional. Cleverbridge notifies you of the delinquency and unless you request to maintain the order's status active, the order is canceled within 2-3 business days. You can take further action as needed. |
Here's the First Payment Delinquency Notice delivered by email:
In our web admin tool, a history entry is available for every payment delinquency notice and the corresponding email, with its attached PDF document for the purchase. To learn more about accessing this information, see View Purchases.
The dunning schedule described above does not apply tp the following customers and orders:
- Resellers (partners) with a high number of purchases. They are notified about all unpaid purchases at the end of each month.
- Test orders are automatically exempt from the PDN process.
You can ask Cleverbridge to cancel a purchase order (PO) anytime, and we'll promptly update the order status to "canceled" in our platform. You may also choose to deactivate the customer's license key, if applicable.
You have the option to decide whether to deny technical support, maintenance, or other services to customers with unpaid purchase orders. Find detailed information about our purchase order policies in FAQS about Purchase Orders.