Building an Escalation Sequence

Building an Escalation Sequence

An effective collections process does not jump straight from a friendly reminder to a threatening demand. The best results come from a graduated escalation sequence, a series of reminder stages that become progressively more direct as an invoice ages. Each stage serves a purpose, and the transition between them should feel natural and proportionate.

In Solido, each reminder stage has its own set of rules. You enter multiple short rules per stage, and they work together to shape the email. You do not need to write a single long paragraph. Each rule is a concise directive, and Solido combines them all when generating the email. The app already sets a professional baseline tone, so your rules only need to describe what makes each stage different.

The Escalation Progression

A well-designed sequence follows a clear arc: Gentle → Clear → Firm → Final. Each stage increases in urgency and directness. The goal is to collect payment at the earliest possible stage, reserving stronger language only for invoices that genuinely need it.

• Stage 1: Pre-Due. A gentle heads-up before the invoice is even due. Friendly and appreciative.
• Stage 2: Just Overdue. A polite nudge shortly after the due date. Assumes good intent.
• Stage 3: Follow-Up. A clearer reminder that payment is outstanding. More direct.
• Stage 4: Escalation. A firm message from a senior contact. Explicitly requests resolution.
• Stage 5: Final Notice. A direct, final communication before further action is taken.

Complete Five-Stage Example

Below is a complete escalation sequence you can adapt for your business. Each stage shows the set of rules you would enter in Solido. Notice how the rules are short directives. Solido combines them all to produce the email.

Stage 1: Pre-Due

Sent 7 days before the due date

Stage 2: Just Overdue

Sent 3 days after the due date

Stage 3: Follow-Up

Sent 14 days after the due date

Stage 4: Escalation

Sent 30 days after the due date

Stage 5: Final Notice

Sent 45 days after the due date

Varying the Sender for Escalation

One of the most effective escalation techniques is changing who the email comes from. Early reminders from a general accounts mailbox feel routine. A later email from a named manager signals that the matter has been escalated. In Solido, you can assign different mailboxes to different reminder stages:

• Stages 1–3: Send from your accounts mailbox (e.g., [email protected]). These are routine reminders and customers expect them from the accounts team.
• Stage 4: Switch to a named individual or manager (e.g., [email protected]). This signals personal attention and implies the issue has been noticed by someone senior.
• Stage 5: Send from the finance director or business owner (e.g., [email protected]). A final notice from a senior figure carries significantly more weight.

When to Stop

Not every invoice needs all five stages. There are situations where you should stop the sequence early:

• Payment is received: Solido automatically stops reminders when an invoice is marked as paid in Xero.
• Customer disputes the invoice: If a customer raises a query, pause reminders while you resolve the issue. You can exclude specific invoices or customers from reminders in Solido.
• Payment plan is agreed: If you have arranged a payment plan, disable further automated reminders for that invoice to avoid sending conflicting messages.
• Legal proceedings: If the matter is being handled by a collections agency or solicitor, stop all automated communications immediately.

A thoughtfully designed escalation sequence balances persistence with professionalism. It maximises your chances of getting paid while preserving customer relationships wherever possible. Start with the five-stage template above and adjust the timing, tone, and sender to match your business and your customers.