Track Unpaid Invoices

Learn how to monitor outstanding invoices and follow up with customers to get paid.

Why Tracking Matters

For Your Business:

• Improve cash flow (know who owes you)
• Reduce bad debt (catch overdue early)
• Know your real revenue (outstanding vs collected)
• Plan expenses (know when money is coming)

Average stats:

• 60% of invoices paid on time
• 30% paid within 1-7 days late
• 10% require follow-up

Your goal: Get into that first 60% by tracking and following up.

Viewing Unpaid Invoices

Quick Dashboard View

From Dashboard:

Unpaid Invoices Widget shows:

• Total count: "12 unpaid invoices"
• Total amount: "$3,245.50 outstanding"
• Overdue count: "3 overdue" (red text)
• Overdue amount: "$825.00 past due"

Click numbers to:

• View full list of unpaid
• Filter by overdue only
• Sort by amount or age

Invoices Page

Detailed view:

Step 1: Navigate to Invoices

1. Click Invoices in navigation
2. Full invoice list loads

Step 2: Filter to Unpaid

1. Click Status filter dropdown
2. Select Unpaid (shows SENT invoices, not PAID)
3. List updates to show only unpaid

Step 3: Sort by Due Date

• Click Due Date column header
• Sorts oldest to newest
• See which are overdue first

Overdue Invoices

Invoices past due date:

How to view:

1. Navigate to Invoices
2. Click Overdue tab (or filter Status: Overdue)
3. Shows all invoices past due date

Visual indicators:

• 🔴 Red row: Overdue invoice
• Days late: Shows "7 days overdue"
• Aging: Groups by 0-30, 31-60, 61-90, 90+ days

Example list:

Customer          Invoice #    Amount    Days Late
Bob's Restaurant  INV-0042    $280.88   7 days
Sarah Johnson     INV-0038    $150.00   14 days
ABC Corp          INV-0025    $1,200    45 days

Understanding Invoice Aging

Aging Buckets

How old is the debt?

Current (Not Due Yet):

• Due date in the future
• No action needed yet
• Customer has time to pay

0-30 Days:

• Due date passed, up to 30 days ago
• Action: Send friendly reminder
• Most will pay with one reminder

31-60 Days:

• Overdue 1-2 months
• Action: Call customer, send formal notice
• May require payment plan

61-90 Days:

• Overdue 2-3 months
• Action: Escalate, consider collection agency
• Risk of non-payment increases

90+ Days:

• Overdue 3+ months
• Action: Collections, write-off, or legal
• High risk of non-payment

Aging Report

View aging breakdown:

Step 1: Navigate to Reports

1. Click Reports → Aging Report

Step 2: See Breakdown

Aging Summary:
Current:        $2,500.00  (10 invoices)
0-30 days:      $1,200.00  (5 invoices)
31-60 days:     $800.00    (3 invoices)
61-90 days:     $400.00    (2 invoices)
90+ days:       $150.00    (1 invoice)
─────────────────────────────────────
Total Outstanding: $5,050.00 (21 invoices)

Export to Excel:

• Click Export
• Open in Excel
• Use for accounting/bookkeeping
• Share with CPA/accountant

Following Up on Unpaid Invoices

Before Due Date

Friendly Reminder (3 days before):

Automatic:

• System sends reminder email
• Subject: "Reminder: Invoice #1234 due in 3 days"
• Non-threatening, helpful tone

Manual:

1. Open invoice
2. Click Send Reminder
3. Choose "Upcoming Due Date" template
4. Send

Why send before due:

• Gentle nudge (not accusatory)
• Customer may have forgotten
• Prevents invoice from becoming overdue

On Due Date

Due Today Reminder:

Automatic:

• Sent morning of due date
• Subject: "Invoice #1234 is due today"
• Includes payment link

Manual:

1. Open invoice
2. Click Send Reminder
3. Choose "Due Today" template
4. Send

Most customers pay same day if reminded.

After Due Date

Overdue Follow-up:

Days 1-7 (Gentle):

Email:

Subject: Overdue: Invoice #1234

Hi [Customer],

Your invoice of $280.88 is now 3 days past due.
We know things slip through the cracks sometimes.

Can you please send payment today?

[Pay Online Button]

Thank you!

Days 8-14 (Firmer):

Email + Phone Call:

• Email: More direct tone
• Call: "Hi, calling about overdue invoice #1234"
• Ask: "When can we expect payment?"
• Note: Customer's response and promise date

Days 15-30 (Formal Notice):

Formal overdue notice:

Subject: OVERDUE NOTICE: Invoice #1234

Dear [Customer],

Your invoice #1234 for $280.88 is now 15 days
past due. Immediate payment is required.

Failure to pay may result in:
• Late fees ($25 or 1.5% per month)
• Service suspension
• Collection agency referral
• Credit reporting

Pay now: [Payment Link]

Or call to arrange payment plan: (555) 123-4567

Days 31+ (Collections):

• Consider collection agency
• Or write off as bad debt
• Document all communication attempts

Handling Common Excuses

"I never received the invoice"

Your response:

Step 1: Verify

• Check invoice history (shows Sent date)
• Check email open tracking (did they open it?)

Step 2: Resend Immediately

• "No problem, I'll resend it right now"
• Click Resend button
• "Should be in your inbox in 1 minute"

Step 3: Confirm Receipt

• "Can you check and confirm you got it?"
• Wait on phone while they check
• "Great. Can you pay today?"

"I thought I already paid"

Your response:

Step 1: Check Records

• "Let me check our records..."
• Review payment history
• Check if they paid different invoice

Step 2: If Not Paid

• "I don't show a payment on this invoice"
• "Do you have a confirmation number or receipt?"
• "What date did you pay?"

Step 3: Resolve

• If they paid: Find payment, apply correctly
• If they didn't: "Can you send payment today?"

"I don't have the money right now"

Your response:

Step 1: Empathize

• "I understand. Times are tough."

Step 2: Offer Payment Plan

• "Can you pay $50 now and $50 next Friday?"
• "Would that work?"
• Create informal payment plan

Step 3: Document

• Note agreed payment plan on invoice
• Send confirmation email
• Set reminder to follow up

Step 4: Partial Payment

• Better than $0
• Keeps customer engaged
• Reduces risk of non-payment

"The work wasn't done right"

Your response:

Step 1: Don't Argue

• "I'm sorry to hear that"
• "What specifically was the issue?"

Step 2: Resolve Service Issue First

• "Let me send someone to fix it"
• Or "Let me talk to the technician"
• Address complaint before payment

Step 3: Invoice Discussion After

• Once work issue resolved
• "Now that we've fixed it, can we get this invoice settled?"

Note: Some customers use this to delay payment. Balance customer service with firm payment terms.

Setting Up Payment Plans

When customer can't pay full amount:

Example:

• Invoice total: $1,000
• Customer can pay: $250 now, $250 in 30 days (×3)

Setup in Crewdex:

Option 1: Record Partial Payments

1. Customer pays $250
2. Record payment on invoice
3. Status: PARTIALLY PAID
4. Balance: $750
5. Set reminder for 30 days
6. Repeat for each installment

Option 2: Split Into Multiple Invoices

1. Void original $1,000 invoice
2. Create 4 invoices × $250 each
3. Set different due dates (30 days apart)
4. Customer pays each as due

Option 3: Document Informally

1. Keep original invoice
2. Add note: "Payment plan: $250 on 1st of each month"
3. Set reminders
4. Record payments as received

Preventing Unpaid Invoices

Best Practices

1. Get Payment Terms Upfront

• Discuss payment terms before work starts
• Get agreement in writing
• Set expectations early

2. Require Deposits for Large Jobs

• 25-50% deposit for jobs over $500
• Reduces risk
• Shows customer commitment

3. Take Payment at Job Completion

• Have technicians collect payment on-site
• Give instant receipt
• Eliminates invoicing delay

4. Enable Online Payment

• Make it easy to pay (one-click)
• Credit card option
• Faster payment than checks

5. Send Invoices Immediately

• Same day as job completion
• While customer remembers value
• Don't wait days/weeks

6. Follow Up Consistently

• Automatic reminders
• Don't be afraid to call
• Persistence pays off

7. Offer Multiple Payment Methods

• Cash, check, card, ACH
• More options = easier for customer to pay

8. Build Relationships

• Customers who like you pay faster
• Excellent service = faster payment
• Communication = trust

When to Write Off Bad Debt

Signs invoice is uncollectible:

• Customer won't return calls (30+ days)
• "Customer moved, no forwarding address"
• Customer's business closed
• Amount too small for collections ($50 or less)
• Cost of collecting exceeds invoice amount

How to write off:

Step 1: Document Attempts

• Note all emails, calls, letters sent
• Dates and times
• Customer responses (or lack thereof)

Step 2: In Crewdex

1. Open invoice
2. Click Write Off
3. Select reason: "Uncollectible - Customer unresponsive"
4. Add notes
5. Save

Step 3: Tax Deduction

• Written-off bad debt is tax deductible
• Provide list to accountant
• Keep documentation

When to use collections:

• Invoice over $500
• Customer has means to pay
• Clear debt, no disputes
• Worth the collection fee (typically 25-40%)

Using Crewdex Features

Auto-Reminders

Setup once, runs automatically:

Settings → Invoices → Reminders:

• ☑️ 3 days before due date
• ☑️ On due date
• ☑️ 7 days after due date
• ☑️ 14 days after due date
• ☑️ 30 days after due date

Saves you hours - system follows up automatically.

Dashboard Alerts

Red notifications:

• "You have 5 overdue invoices"
• Click to view list
• Take action immediately

Email Templates

Customize reminder emails:

Settings → Email Templates → Invoice Reminders:

• Edit subject lines
• Customize body text
• Add your branding
• Set tone (friendly vs formal)

Use variables:

• {{customer_name}}
• {{invoice_number}}
• {{amount_due}}
• {{days_late}}

Reports for Accounting

Export to accountant:

Reports you can generate:

• Unpaid Invoices Report
• Aging Report (by customer)
• Payment History
• Bad Debt Write-offs

Export formats:

• CSV (Excel)
• PDF
• QuickBooks export (coming soon)

A: Yes, if:

• Stated in original terms
• Allowed by state law
• Applied consistently (don't pick favorites)
• Typical: 1.5% per month or $25 flat fee

Q: When should I stop providing service to non-paying customer?
A:

• If they have unpaid invoice 30+ days old
• And haven't communicated or made payment plan
• Don't schedule new work until old debt paid
• Exception: Emergency service (collect upfront)

Q: Can I report to credit bureaus?
A: Yes, but:

• Must be significant amount ($500+)
• Must follow legal notification requirements
• Consider cost vs benefit
• May damage customer relationship permanently

Q: What if customer disputes the invoice?
A:

• Investigate immediately
• Review job notes and photos
• Talk to technician
• Be willing to adjust if warranted
• Don't hold up entire payment for small dispute

Q: How do I export unpaid invoices to QuickBooks?
A:

• Navigate to Reports → Unpaid Invoices
• Click Export → QuickBooks (CSV format)
• Import into QuickBooks
• Or use direct integration (Settings → Integrations)

Troubleshooting

Issue: "Auto-reminders not sending"
Solution:

• Check Settings → Invoices → Reminders enabled
• Verify customer has valid email
• Check spam folder (may be marked as spam)

Issue: "Aging report shows wrong amounts"
Solution:

• Refresh the report
• Check date filters
• Verify payment posted to correct invoice

Issue: "Can't mark invoice as bad debt"
Solution:

• Must be overdue 90+ days
• Must have sent at least 3 follow-ups
• Or manually write off (Owner permissions required)

Issue: "Customer says they paid but invoice still shows unpaid"
Solution:

• Check payment history tab
• May be posted to wrong invoice
• Search payments by customer name
• Reassign payment to correct invoice

Related Tasks

• Create Invoice - Bill customer correctly
• Send Invoice - Deliver invoice to customer
• Record Payment - Mark paid when received
• Communication Preferences - Set preferred contact method

Need More Help?

• Video: Watch: Cash Flow Management & Collections
• Role Guide: Owner's Guide
• Contact Support: [email protected]