Collections ladder & suspending customers
Stop chasing overdue invoices by hand — set the ladder once and let it run, in your brand voice.
Open the collections settings
Settings → 'Collections & Escalation'. The ladder is a list of steps, each tied to how many days past due an invoice is.
Build the ladder
Each step is an action at a day offset: send a reminder (email or SMS), apply a late fee, pause billing, or suspend service. Order them however you collect — e.g. reminder at day 3, late fee at day 14, suspend at day 30.
Each step fires once
The system records which steps have fired per invoice, so a customer never gets the same reminder or fee twice. Steps stop the moment the invoice is paid, and any billing pause or suspension lifts automatically on payment.
Suspend specific customers by hand
You don't have to suspend everyone who's overdue. On the Collections dashboard (Billing), pick individual customers to suspend — useful when only one of several past-due accounts needs it.
Customers self-cure from the portal
A suspended customer can pay their balance from the customer portal, which restores their service right away — no action needed from your office.
We're here.
Ask Dewey in plain English, or tell us what feature you wish existed.
Still stuck?
Ask Dewey — it knows the whole platform. Or send us a message and we'll reply within a business day.
