What Happens When A Write-Off Process Is Started?

When you define write-off criteria, you must define the write-off process template to use if the criteria are violated. The system uses this template to create the account-specific write-off process.

Every stopped or reactivated service agreement that is part of the offending write-off debt class will be linked to the write-off process.

Also linked to the write-off process will be one or more write-off events. These events are meant to prod the customer. You define the types of events and when they are generated when you set up your write-off process templates.

It's important to note that all of the write-off events will be created when the write-off process is created. Each of these write-off events contains a trigger date. The trigger date of the first event(s) will typically be the current date. The trigger date of the other events will be in the future. Refer to Calendar vs Work Days for a description of how the trigger date is calculated.

A separate process, Activate Write-off events, is responsible for activating write-off events whose date is on or before the current date. Activation of an event causes the system to do whatever the event indicates (e.g., send a letter, send a To Do to an operator, refer debt to a collection agency, etc.)