Skip to main content

​
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.

​
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.
2
Go to Debt Collection in your dashboard sidebar, then click Create Case.
3
Select “From Invoice”
4
The default tab lets you create a case from an existing invoice.
5
Choose the Invoice
6
Use the dropdown to select the overdue invoice. Only unpaid invoices are shown. You’ll see the invoice number, customer name, and amount.
7
Add Internal Notes (Optional)
8
Add any context about the case — previous communication attempts, customer responses, or special circumstances. These notes are only visible to you, never to the customer.
9
Create the Case
10
Click Create Case. The system will:
11
  • Create a new collection case with a unique case number (e.g., DC-2026-001)
  • Link it to the invoice and customer
  • Set the stage to Stage 1: Friendly Reminder
  • Record the original invoice amount as the case amount
    • Each invoice can only have one active collection case. If you try to create a case for an invoice that already has one, you’ll see a warning.

    ​
    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.
    2
    Go to Debt Collection in your dashboard sidebar, then click Create Case.
    3
    Select “External Debt”
    4
    Switch to the External Debt tab.
    5
    Fill in the Details
    6
    FieldDescriptionCustomerSelect an existing customer from the dropdownDescriptionWhat the debt is for (becomes the invoice line item)AmountThe total amount owedDue DateThe original due date (must be in the past)CurrencyEUR by defaultNotesOptional internal notes about the case
    7
    Create the Case
    8
    Click Create Case. The system will:
    9
  • Automatically create an invoice with the amount and description
  • Create a collection case linked to this new invoice
  • Set the stage to Stage 1: Friendly Reminder
    • The automatically created invoice works just like any other invoice in PayRequest. Customers can pay it through the payment page, customer portal, or via a payment link you share.

    ​
    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
    • View the case — See all details, payment history, and communication timeline
    • Configure settings — Set the language, enable payment plan requests, and manage case-specific options

    ​
    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

    ​
    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

    Escalation Pipeline

    Learn about the 4 stages and automated progression

    Payment Plans

    Set up installment plans for customers