> ## Documentation Index
> Fetch the complete documentation index at: https://docs.payreque.st/llms.txt
> Use this file to discover all available pages before exploring further.

# Creating Collection Cases

> How to create debt collection cases from overdue invoices or external debts

# 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.

<Steps>
  ### Navigate to Debt Collection

  Go to **Debt Collection** in your dashboard sidebar, then click **Create Case**.

  ### Select "From Invoice"

  The default tab lets you create a case from an existing invoice.

  ### Choose the Invoice

  Use the dropdown to select the overdue invoice. Only unpaid invoices are shown. You'll see the invoice number, customer name, and amount.

  ### Add Internal Notes (Optional)

  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.

  ### Enable Pre-Incasso (Optional)

  Toggle **Pre-Incasso** on if you want to start with a soft, informal reminder (Stage 0) before beginning formal collection. This gives the customer one more chance to pay without the pressure of formal notices.

  ### Create the Case

  Click **Create Case**. The system will:

  * 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 0: Pre-Collection** (if pre-incasso is enabled) or **Stage 1: Friendly Reminder**
  * Record the original invoice amount as the case amount
</Steps>

<Note>
  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.
</Note>

## 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.

<Steps>
  ### Navigate to Debt Collection

  Go to **Debt Collection** in your dashboard sidebar, then click **Create Case**.

  ### Select "External Debt"

  Switch to the **External Debt** tab.

  ### Fill in the Details

  | Field           | Description                                          |
  | --------------- | ---------------------------------------------------- |
  | **Customer**    | Select an existing customer from the dropdown        |
  | **Description** | What the debt is for (becomes the invoice line item) |
  | **Amount**      | The total amount owed                                |
  | **Due Date**    | The original due date (must be in the past)          |
  | **Currency**    | EUR by default                                       |
  | **Notes**       | Optional internal notes about the case               |

  ### Enable Pre-Incasso (Optional)

  Toggle **Pre-Incasso** on to start with a gentle reminder before formal collection.

  ### Create the Case

  Click **Create Case**. The system will:

  * Automatically create an invoice with the amount and description
  * Create a collection case linked to this new invoice
  * Set the stage to **Stage 0: Pre-Collection** (if pre-incasso) or **Stage 1: Friendly Reminder**
</Steps>

<Tip>
  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.
</Tip>

## 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

### 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

<CardGroup cols={2}>
  <Card title="Escalation Pipeline" icon="arrow-up-right" href="/debt-collection/escalation-pipeline">
    Learn about the 4 stages and automated progression
  </Card>

  <Card title="Payment Plans" icon="calendar" href="/debt-collection/payment-plans">
    Set up installment plans for customers
  </Card>
</CardGroup>