A client's aging bucket determines which template generates the collection statement. This lets message tone—and potentially recipients—escalate as a balance becomes more overdue.
Templates follow the aging bucket
Each bucket can supply the Subject, Headline, and Message for generated statements. When a client has invoices in several aging buckets, the oldest invoice on the statement determines which bucket template is used. As the balance moves into a later bucket, the next generated statement can use different wording without staff rewriting it.
If a bucket does not have a customized template, the statement uses the 0–30 day bucket template as a fallback. Template changes apply only to new statements that have not yet been staged; existing drafts are not updated.
Match tone to the age of the balance
A recently overdue invoice and a 90-day balance call for different communication:
- Urgent language too early can damage goodwill when an invoice is simply moving through approval.
- Gentle language on a significantly overdue balance can make the issue appear less important than it is.
Configure wording by bucket so the escalation happens consistently.
Escalate visibility as well as tone
Firms can configure Cc and Bcc recipients for each aging bucket. For example, the published guidance recommends copying the client partner on older balances beginning at 61 days so the relationship owner sees significantly overdue accounts. The 61-day threshold is guidance only—not a product default—and each firm can decide whether and when to copy a partner or another static firm-owned email address.