Delinquency

Overview

The Delinquency app and Delinquency Policy help you manage every stage of customer non-payment. At its core, the app allows you to define and track actionable stages for overdue accounts.

A basic policy might look like this:

1. 5 days after due date – Send a courtesy reminder email
2. 15 days after due date – Apply a $20 late fee

More complex policies may include:

1. 5 days – Courtesy reminder email
2. 10 days – Generate a paper notice of non-payment
3. 15 days – Apply a $20 late fee
4. 30 days – Create a service order to hang a door tag and issue a paper shut-off notice
5. 45 days – Create a service order to shut off service

The Delinquency app does not take actions automatically. Instead, it centralizes account information, allowing you to review and act on delinquent accounts efficiently and with full control.

Policy

Policies are created and managed in Settings under the Delinquency tab. A policy can:

• Apply to specific location types
• Set a minimum overdue amount before activation
• Include multiple rules or stages

These options are useful for creating different policies for different groups of accounts. For example, if you want to charge different amounts in fees for commercial versus residential location, or there are different timelines for shutoff.

Rules can be managed with the View / edit rules button on a policy. Each rule includes:

• Name
• Days Past Due (guidelines for when accounts should be in that stage)
• Optional: service order, notice, or fee

Rules run automatically each night, but you can manually trigger them by clicking Process Rules on the policy page.

Stages

Once your policy is set up, the Delinquency app displays accounts that match the criteria. Accounts appear once they pass the first stage's timeline.

You can then decide to:

• Promote accounts to the next stage
• Take actions such as sending notices, applying fees, or creating service orders

To act, select the account(s) via checkbox then perform the desired action(s) via the buttons for fee, work order, email, or notice. This is also a good time to Promote an account to the next stage.

If a customer pays or a payment arrangement is made, use:

• Mark Not Delinquent - Removes the account from delinquency
• Mark Exempt - Prevents the account from appearing in delinquency again
• Payment Plan - Marks an account as being on a payment plan