Payment Reminder & Late Fees

Billing and Collection

This guide supplements the existing documentation on cancellations and revocations. It focuses exclusively on the dunning process: payment reminders, dunning notices, late fees, and automatic cancellations for outstanding payments.

Overview

The dunning system allows you to specify how edoobox automatically notifies customers of outstanding payments.

You can define multiple reminder levels, for example:

The reminder system is disabled by default and must be explicitly enabled.

Where can I find the payment reminder system?

The dunning system is located in the global settings under:

Settings → Cancellation & Revocation → Billing

There are two separate regulatory areas:

This distinction is important because the deadline is calculated differently.

Calculation of the deadline

Example:

If an invoice has been outstanding for 21 days, the first reminder can be triggered automatically, provided that the corresponding rule is active.

Standard Template

edoobox creates a template with six levels per category.

The amounts are expressed in the currency of the transaction or invoice.

Edit Dunning Rules

Up to 10 rules can be entered per area.

A rule states:

Inactive rules remain stored but are not executed.

Policy after cancellation

Once a cancellation-type rule has been applied, no further rules can be created or executed.

The cancellation ends the reminder process.

Example:

Once you reach Level 6, you can no longer advance to Level 7.

Payment Reminder

A payment reminder is a polite reminder about an outstanding payment.

It can be sent by email and typically includes:

• outstanding balance

• Payment link

• affected booking

• Invoice number, if available

• Reminder of the payment due

If an invoice is available, it will be automatically included with the payment reminder.

Dunning

A formal notice is more binding than a payment reminder. It may optionally include a late fee.

If a late fee is defined, it is automatically added to the outstanding balance.

If payment is received later, the late fee will be paid along with the outstanding amount.

Reminder by mail

A reminder can also be sent by mail.

This generates a PDF letter. The letter includes:

• Cover sheet for mailing

• Correct recipient address in the address field

• outstanding debt

• Reminder level

• Payment link

• Additional payment information

If an invoice is included, it is inserted behind the cover sheet in the same envelope.

Automatic cancellation

If a payment remains outstanding despite reminders and notices, an automatic cancellation may be initiated as a last resort.

In this case, edoobox no longer generates a new reminder message. Instead, the transaction is reversed in accordance with the account’s active cancellation rule.

Important:

• The existing cancellation logic is used.

• Any valid right of withdrawal or active cancellation policies will continue to be honored.

• If automatic processing is not possible, an administrator must intervene.

Details regarding the cancellation policy are described in the separate guide titled " Cancellation & Withdrawal."

Multiple transactions on a single invoice

If an invoice contains multiple entries, the reminder entry is linked to all relevant entries.

Example:

An invoice contains 5 entries. If a reminder is sent for this invoice, a reminder entry is created that includes all 5 entries.

The first entry is marked as the master entry. This ensures that the dunning history remains clearly traceable.

Late fees and subsequent cancellation

If there are already outstanding late fees and the transaction is later canceled, these fees will be taken into account in the automatic refund.

The order is:

1. Outstanding late fees will first be applied to the refundable amount.

2. Any cancellation fees will then be charged.

3. Only the remaining amount will be refunded.

Example:

This means the late fee is not marked as a regular payment, but is instead offset against the refund. This makes it clear why it is no longer outstanding.

Templates and placeholders

System templates are available for the dunning process:

Possible placeholders:

Recommended setup

1. Open the dunning system.

2. Check whether the default rules are appropriate.

3. Rules for adjusting the invoice.

4. Customize settings for " No Invoice ".

5. Enter names in all active account languages.

6. Check late fees and shipping options.

7. Review email and PDF templates.

8. Enable reminders.

9. Perform a test run.

10. Review the first actual billing cycles.

Important Information

• The reminder system is disabled by default.

• A maximum of 10 rules are allowed per section.

• No additional rules are permitted after a cancellation rule.

• Invoices are automatically included with reminders and payment notices, if available.

• Late fees will be added to the outstanding balance.

• Post-reminders include a cover sheet with the address correctly placed.

• Automatic cancellations use the account's existing active cancellation rule.

• Outstanding late fees will be taken into account before the cancellation fee is applied, subject to a subsequent automatic refund.

Keywords for this guide

Reminder ¦ Late fee ¦ Cancellation ¦ Cancellations ¦ Cancellation policy ¦ Reminder level