Follow up when a promise is broken

A promise is broken when the promised date plus the grace period passes and the promised amount has not been paid. Paidnice checks every hour.

Grace period

Under Settings, Advanced, Default Behaviour, set Payment promise grace period. It defaults to one day, which allows for a bank transfer made on the promised date to arrive.

Who is told

When a promise breaks, Paidnice writes it to the invoice timeline and emails the user assigned to the invoice. If nobody is assigned, it emails the contact’s assignee. If nobody is assigned there either, it emails everyone who has Broken Payment Promise turned on under My Account, Email Notifications.

Automatic follow up

Email, SMS and escalation policies can use Promise broken as their trigger. Open a group, go to its Policies tab, add one of those and pick Promise broken as the date to count from.

Common setups:

• An email the day after the promise breaks, in a firmer tone than your usual reminders.
• An escalation to call the customer 2 days after.

Each broken promise fires the policy once. If the customer promises again and breaks that too, it fires again. If a new promise is recorded while a broken promise follow up is pending, the pending actions are dropped and the new promise takes over.

Reminding before the date

To nudge the customer before the promised date, use Promised payment date as the trigger instead, for example 2 days before. These reminders run even though the invoice has an open promise.

Seeing how promises are going

The dashboard shows the share of promises kept over the reporting window once at least one promise has been resolved. Filter the invoice list by Payment Promise to see every invoice with an open promise.