Email of Open Transactions to Customers

Use the Collections Dashboard to send copies of open transactions and of updated versions of open transactions to customer contacts. Sending updated versions of open transactions to customer contacts improves the ongoing communication between the collections agent and the customer about collectible amounts.

During an interaction between collector and customer, the customer may request an email copy of the transaction under discussion. The collector can resend a copy of the transaction if there are no updates to the transaction. The collector can also regenerate and send a copy of the updated transaction if there are any updates to the transaction.

Prerequisite

You can only this feature with the Upload Printed Receivables Transactions feature. To enable the Upload Printed Receivables Transactions feature:

  • Navigate to Setup and Maintenance > Manage Receivables Lookups > Query for the lookup type AR_Features.
  • Enable the lookup code AR_STORE_PRINTED_TRANSACTIONS.

Collections Dashboard

You can perform the following actions from the Collections dashboard.

  • Resend - Click Resend to email a copy of the transaction that is already attached to the transaction to the customer contacts.
  • Regenerate and Send - Click Regenerate and Send to generate an updated copy of the transaction and email it to the customer contacts. Use this action when there have been updates to the transaction under consideration.
  • Regenerate and Review - Click Regenerate and Review to generate an updated copy of the transaction for review by the collector. If necessary, the collector can download the attachment and send it to the customer contacts after review.

The new column on the Collections dashboard--Latest Resend Status--displays the status of the latest generation and email action performed against a transaction. Valid values are:

  • Blank - No resend or regenerate activity.
  • Processing - Regenerate or Resend action in progress.
  • Sent - Resend or Regenerate action completed.
  • Regenerated - Regenerated transaction ready for review. Click on the hyperlink to review and send the copy.
  • Error - Resend or Regenerate action ends in error. Click on the hyperlink to view the error message.

Business benefits include:

  • Improves the collector and customer dialogue concerning open receivables.
  • Facilitates the communication of ongoing updates to transactions.

Steps to Enable

You don't need to do anything to enable this feature.

Tips And Considerations

  • You must enable the Email Open Transaction Copy option in the Manage Collections Preferences setup task to expose the Resend, Regenerate and Send, and Regenerate and Review actions on the Collections dashboard.
  • Transaction requirements for the Resend and Regenerate actions:
    • Open transactions only.
    • Transaction class Invoice, Credit memo, Debit memo, Chargeback.
    • Generate bill option set to Yes.
    • Customer preferred delivery method set to E-mail or Paper in the AR_INV_DELIVERY_METHOD lookup type.
  • Copies of all transactions resent and sent after regenerating are saved as an attachment to the transaction.
  • You can perform the resend and regenerate for multiple transactions by selecting multiple transactions.
  • Resend action retrieves the latest copy that was last sent to customer and sends it again to the default customer contacts.
  • Regenerate and send action regenerates the latest updated transaction copy and sends it to the default customer contacts.
  • Regenerate and review action regenerates the latest updated transaction copy.  You can review it and download it or send it to the default customer contacts.

Key Resources

Access Requirements

No new role access is needed to use this feature.