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

# Collections campaigns

> Chasing unpaid invoices by email. What starts a chase, who receives it, and how to keep it off the wrong invoices.

<AccordionGroup>
  <Accordion title="When does a collections campaign email a customer?">
    A collections campaign is the automated email sequence that chases customers for unpaid invoices. It emails on the schedule you set when you build the campaign.

    You choose how many days past due an invoice must be before a step picks it up, so a campaign that follows up at seven days overdue is a choice you made, not a fixed default.

    <Warning>
      One behaviour to know about in advance: the email covers **all** of that customer's past-due invoices, not only the one that met the threshold. So a customer with an invoice 32 days overdue receives an email that also lists an invoice issued two days ago.
    </Warning>

    If that reads wrong for your business, adjust the campaign's body instructions so it doesn't describe an invoice as overdue until it has actually passed your threshold.
  </Accordion>

  <Accordion title="Can I choose the exact time collections emails go out?">
    Not to a specific hour. You can configure which **days of the week** a collections campaign sends on, but not a fixed send time such as 11am.

    Sending runs on **weekdays between 7am and 6pm Pacific**. Nothing goes out on weekends, or outside that window, whatever timezone your team or your customers are in.

    Within the window, emails are spaced several minutes apart rather than sent in one burst. That's deliberate. Bursts damage sending reputation and push messages into spam folders.
  </Accordion>

  <Accordion title="Which customers and invoices can a collections campaign be limited to?">
    When you build a collections campaign you can narrow who it applies to by an individual invoice's outstanding amount, and by customer type, product and tags. You can also exclude specific customers entirely.

    <Note>
      Filtering directly on a customer's ARR is **not** supported. If you need that, tag customers by ARR band and filter the campaign on those tags.
    </Note>

    Running separate campaigns by balance is a normal setup, for example a gentler reminder under a threshold and a firmer one above it, each with its own sender and template.
  </Accordion>

  <Accordion title="What gets included in a collections email, and when does chasing stop?">
    These are the emails a collections campaign sends to customers with unpaid invoices.

    By default each email includes **payment links** and **PDF copies of the invoices**, and **excludes invoices you've marked uncollectible**. All three are switchable per campaign, and you can add a CSV summary if your customer prefers to reconcile in a spreadsheet.

    There's also a **maximum days overdue** cutoff. Past that age an invoice stops being included, which keeps very old debt out of active campaigns. It can be set for the whole company and overridden on an individual campaign.
  </Accordion>

  <Accordion title="Will a collections campaign email people at my own company?">
    Not if you have configured your email domains in LedgerUp. Any customer contact whose email domain matches one of your configured domains is excluded from invoice collections emails automatically.

    <Warning>
      **The filter depends on that configuration.** If no email domain has been set up for your company, there's nothing to match against and the filter doesn't apply. If you have internal addresses sitting on customer records, confirm your domains are configured before switching a campaign on.
    </Warning>
  </Accordion>

  <Accordion title="A customer says a check or ACH is on the way. What should I do?">
    Record a payment remittance against the invoice. The invoice then shows a **Payment pending** badge, and two things follow:

    * **Collections campaigns stop chasing that invoice.** This holds for as long as the remittance record exists, so remove it if the payment never arrives and you want chasing to resume.
    * **It's hidden from AR aging**: but **only for Stripe invoices**. If you bill through QuickBooks, Xero or Sage, the invoice stays visible in aging even though collections has stopped. Worth knowing before you reconcile an aging report against what your campaigns are doing.

    Stripe itself will continue to show the invoice as outstanding until payment is actually recorded, so the two screens can differ while holding identical data.
  </Accordion>

  <Accordion title="Can a collections campaign CC the account owner or CSM?">
    Yes. Each step of a collections campaign (each individual chasing email) can copy in the person who owns the relationship, and you choose which one:

    * The **CS rep** for that customer
    * The **deal owner** from your CRM

    Where the CS rep is read from is set once for your whole company (you pick the CRM field that holds it, on either the deal or the company record) and every campaign then uses it. You can also add fixed CC and BCC addresses if a shared inbox should see every send.
  </Accordion>

  <Accordion title="Where is the record of emails LedgerUp has sent?">
    Every email LedgerUp sends on your behalf (collections chasers included) is stored and viewable in the platform, with the full body as the customer received it.

    It can't be written back onto the Stripe invoice, because Stripe doesn't allow adding notes through their API. The platform is the system of record for correspondence.
  </Accordion>

  <Accordion title="What counts as overdue, outside of a collections campaign?">
    An invoice is considered overdue if today's date has passed the due date without a full payment being recorded. This is the same definition Ari uses whether you're asking casually in Slack or looking at a campaign's schedule.
  </Accordion>

  <Accordion title="How does Ari know a payment came in?">
    Ari syncs payment data from Stripe in real time. Payments recorded in Stripe are reflected in Ari instantly, whether you're asking about a single invoice or a full overdue report.
  </Accordion>

  <Accordion title="Can I export overdue reports?">
    Yes. Ari can post overdue summaries to Slack or export them to a format you choose for further analysis.
  </Accordion>
</AccordionGroup>