Accounts Receivable Collections Playbook

Collections works best as a process, not a crisis response.

Before an invoice becomes overdue

Confirm the AP contact, PO requirements, invoice delivery method, and payment terms during onboarding.

Build a follow-up cadence

Use reminders before and after due dates. Document every call, email, dispute, promise to pay, and requested supporting document.

Escalate based on facts

Older balances, broken promises, repeated disputes, and lack of response should trigger a defined escalation path rather than random follow-up.

Separate disputes from collections

If the customer disputes pricing, completion, or documentation, assign ownership to resolve the dispute quickly. Repeatedly asking for payment without solving the dispute wastes time.