Dunning Emails

Use this skill to draft polite, accurate, and escalation-aware payment reminder messages.

Inputs

• Customer name, contact, invoice number, amount, currency, due date, and payment link or remittance instructions.
• Prior outreach history and any promised payment date.
• Dispute status, service issues, credit memos, or unapplied cash.
• Brand voice and escalation policy.

Workflow

1. Verify whether the invoice is actually due and collectible.
2. Choose the correct tone based on aging stage:
   • Pre-due: helpful reminder.
   • 1-15 days overdue: operational nudge.
   • 16-45 days overdue: firmer request and ask for payment date.
   • 46+ days overdue: escalation with internal owner copied only if policy allows.
3. Include only facts supported by the input.
4. Provide subject line options and a concise email body.
5. If multiple invoices are involved, summarize totals and attach a statement table.

Output

Return:

• Suggested stage and rationale.
• Email subject line.
• Email body.
• Internal note for the collector.
• Missing data or approval needed before sending.

Guardrails

• Never send the email directly.
• Do not imply service suspension, collections agency referral, late fees, or legal action without explicit policy support.
• Do not expose internal notes, customer health scores, or blame language in customer-facing drafts.
• If there is an unresolved dispute, draft a resolution-focused message rather than a payment demand.