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Creating Collection Cases

You can create collection cases in two ways: from an existing overdue invoice, or as an external debt for amounts not tied to an invoice in PayRequest.

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Creating a Case from an Invoice

This is the most common way to start a collection. When an invoice is overdue and regular payment reminders haven’t worked, you can escalate it to a formal collection case.

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Creating a Case for an External Debt

Sometimes you need to collect on debts that aren’t tracked as invoices in PayRequest — for example, an outstanding balance from another system, a verbal agreement, or a service provided outside your normal invoicing flow.

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After Creating a Case

Once a case is created, you can:

• Send a reminder email — Notify the customer about the outstanding amount
• Send a postal letter — Mail a physical collection letter via Pingen
• Pause the case — Temporarily suspend escalation while negotiating
• Register payments — Record bank transfers, cash, or other payments received
• View the case — See all details, payment history, and activity timeline
• Configure settings — Set the language, enable payment plan requests, and manage case-specific options

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Case Settings

On the case detail page, you’ll find a Case Settings card where you can configure:

• Language — Set the language for all communication with this customer (Dutch or English)
• Allow installment requests — Let the customer request a payment plan from the portal

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What Happens Next

After creating the case, your next step depends on your recovery strategy:

1. Immediate action: Send a reminder email right away to notify the customer
2. Wait for automation: Let the automated escalation handle it based on your schedule
3. Personal approach: Contact the customer directly, then use the case to track the outcome