This article helps you make the most of the collection area at CopeCart. Learn how to keep track of the status of your outstanding receivables and optimize the reminder process.
We will show you the different status messages available and how to adjust your collection settings for a smooth processing experience—so you always have all the important information at hand and can act efficiently.
The Collection Area in Your CopeCart Account
Go to the "Transactions" category in your account and then select the "Debts (Beta)" section from the menu at the top right.
Click on the image to view it larger
Settings in your debt collection
On this page, you’ll find a pop-up where you can review, update if necessary, and confirm your collection settings.
If you select "Confirm" your outstanding claims will automatically be forwarded to our collection partner.
If you choose "Cancel" the claims will still be recorded but initially saved with the status "On Hold" and not forwarded.
Under "Current Settings," you can change this option at any time.
Automatic transfer of unpaid claims to collection
Open the "Dunning Archive" to review further details.
Click on the image to view it larger
2. Through this tab, you can select or adjust the dunning options.
You can choose between two dunning options in the collection tab. Please note that this setting can only be changed every 30 days. Click the pencil to make the corresponding selection:
Option A: Dunning + Collection + Termination
If the customer does not pay despite two reminders, our collection partner will take over the case. If the pre-litigation collection process is unsuccessful, the case will be closed, and the order will be canceled.Option B: Dunning + Collection + Court Dunning Procedure
If the payment is still missing after several reminders, our collection partner will take over the case. However, we currently do not offer a court dunning procedure as additional internal processes and preparations are required for this. The process currently ends with collection.
3. By turning the slider on, you select whether outstanding claims should be automatically forwarded to collections.
If this option is activated, you can also define the minimum claim amount for forwarding: all claims or only amounts over €100, €200, €500, €1,000, €10,000, or a custom amount.
All newly incoming overdue orders that exceed the selected threshold will then be forwarded directly to the collection process without further review.
Claims of ≤ €49 will no longer be forwarded to the collection company.
They will still be generated and displayed in the system, but will not be sent to the external collection process, as this is not economically feasible in this amount range.
Manual Review
Without the activation of the automatic function, open cases will be displayed with the status "Waiting for Approval." You can review them individually and forward them to collections with a click on "Start."
In this case, open cases will be displayed with the status "Waiting for Approval." You have the option to review them individually and forward them to collections by clicking "Start."
If you do not want to forward the case to collections, simply click "Cancel." This will close the case.
Automatic transfer of chargebacks to collections
Here you can define whether chargebacks – cases where payments have been reversed by the customer – should be automatically forwarded to collections.
If this option is disabled, you can manually review each chargeback and forward it to collections if necessary.
Important: A complete address of the customer is mandatory for initiating the dunning process and forwarding the case to our collection partner. Please ensure that the correct address data is fully available beforehand.
Currently, you can forward individual products – not the entire order – to our collection partner.
Filters + Status
If you want to manage multiple open claims, you can use the filter options to search for specific information.
Select "In Progress" to view the status of cases currently being processed. By selecting "All Periods," you can define the desired time frame for your overview.
To download a list in CSV format, simply click on the "Download CSV" button.
In the "Amount" field, you can enter the claim amount you want to filter by. Additionally, you have the option to filter by order ID, as well as by the first or last name of the customer. This way, you can always keep track of your cases.
Reason for Collection
In our system, there are three automatic triggers that can initiate a transfer to collections:
Chargeback: If a payment is reversed by the customer through the bank or payment provider.
Unpaid Installment: If an installment in a payment plan has not been paid on time.
Unpaid Invoice: If an invoice remains open after the due date.
CopeCart strongly recommends delivering or releasing products – both physical and digital – only after the full payment has been received from the buyer.
Only when the buyer has received a product but has not paid for it, does a real claim ("Debt") exist from a legal perspective. If the vendor has not delivered the product and the buyer has not paid, no legally enforceable claim exists.
Based on this logic, as well as CopeCart's binding recommendations, the following cases are no longer considered claims and will not be forwarded to the collection agency:
Invoice (one-time payment or installment plan – first installment): unpaid invoice
SEPA (one-time payment or installment plan – first installment): failed payment
Status Messages
In the Collections tab, you will find various status messages that indicate the step your outstanding claims are at. Each status provides you with information on whether and what further actions are required. Below is an overview of the possible status messages and their meaning.
In Progress: This status is identical to the "Ongoing" status. It indicates that the collection process has started, but the claim has not yet been forwarded to our collection partner.
Overdue: This status does not directly refer to the collection process but rather to the order itself. An order becomes "Overdue" if it has not been paid on time. This status is visible in the order overview but inactive in the collection table.
Waiting for Release: Once an order enters the collection process, it initially receives the "Waiting for Release" status. Nothing happens in this status until the vendor activates the collection process themselves. The vendor has access to a "Start" button for this. By clicking this button, the collection process is started.
Ongoing: This status indicates that the collection process has started, but the order has not yet been forwarded to Diagonal. This status is identical to "In Progress." Typically, this status automatically changes to "Collection Process Started." If this does not happen, the status can be adjusted manually.
Terminated: Cases with this status have been ended or canceled after the collection process started. However, this does not mean the order was canceled—only that the collection process was terminated. It is important to note at which step of the collection process the order currently is:
Before transfer to our collection partner: The vendor can cancel the collection process via CopeCart.
2. After transfer to our collection partner: Termination is only possible through our collection partner. In this case, fees may apply.
Blocked: This status means "paused" and is only set by the system in exceptional cases.
Ready for Transfer: This status indicates that the claim is ready to be handed over to the collection partner. For the vendor, this status is practically identical to "Waiting for Release," as both indicate that no active measure has been taken yet. The actual activation happens when the vendor clicks the "Start" button.
Collection Process Started: This status indicates that the case has been forwarded to our collection partner.
Paid: The customer pays CopeCart after the collection process starts, and the payment is recorded in the system.
Failed: The order does not meet all the requirements to be forwarded to our collection partner.
Close: The collection process was stopped by the vendor, so no transfer to our collection partner takes place.
We hope that this article has given you a great overview and that you can make your desired settings afterwards.
Best regards
Your CopeCart Team