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.
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Settings in your debt collection
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Dunning options in the debt collection tab at CopeCart
You can choose between two dunning options in the debt collection tab. Please note that this setting can only be changed every 30 days. Click on the pencil to make the appropriate selection:
Option A: Dunning + Collection + Cancel
If the customer does not pay despite two reminders, our debt collection partner takes over the case. If the pre-litigation debt collection process is unsuccessful, the case is closed and the order is canceled.
Option B: Dunning + Collection + Legal actions
If payment is not made even after several reminders, our debt collection partner hands over the case. However, we do not currently offer a judicial dunning procedure as this requires additional internal processes and preparations. The process currently ends with debt collection.
Automatic transfer of unpaid receivables to debt collection
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By setting the slider to active, you select whether outstanding receivables should be automatically transferred to debt collection.
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If this option is activated, you can also specify the receivables amount from which the transfer takes place: all receivables or only amounts over €100, €200, €500, €1,000, €10,000 or an individually defined amount.
All new, overdue orders that exceed the selected limit are then forwarded directly to debt collection without any further checks.
Manual check
Without activating the automatic function, open cases are displayed with the status “On hold”. You can check them individually and transfer them to debt collection by clicking on “Start”.
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In this case, open cases are displayed with the status “Waiting for approval”. You have the option of checking them individually and transferring them to debt collection by clicking on “Start”.
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If you do not want to transfer the case to debt collection, simply click on “Cancel”. This will close the case.
Automatic transfer of chargebacks to debt collection
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Here you can specify whether chargebacks - i.e. cases in which payments have been withdrawn by the customer - should be automatically forwarded to debt collection.
If this option is deactivated, you can check each chargeback manually and then forward it to debt collection if necessary.
Important: The customer's full address is absolutely essential for initiating the dunning procedure and handing it over to our collection partner. Please therefore ensure that the correct address details are available in full in advance.
Application of filters + status
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If you want to manage several open claims, you can use the filter options to search for specific information.
Select “In process” to view the status of the cases currently being processed. By selecting “All periods”, you can specify the desired period 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 amount of receivables you want to filter by. You also have the option of filtering by order ID and the customer's first name or surname. This allows you to keep track of your cases at all times.
Status messages
In the debt collection tab, you will find various status messages that show you what stage your outstanding receivables are at. Each status gives you information on whether and what further action is required. Below you will find an overview of the possible status messages and their meaning.
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In process: This status is identical to the “In Progress” status. It indicates that the dunning procedure has been started but the claim has not yet been sent to our debt collection partner. As a rule, this status automatically changes to “Sent for Collection” as soon as the transfer has been made.
Past due: This status does not refer directly to the dunning procedure, but to the order itself. An order becomes “Past due” if it has not been paid on time. This status is visible in the order overview, but is inactive in the collection table.
On hold: As soon as an order is transferred to the dunning procedure, it initially receives the status “On hold”. Nothing happens in this status until the vendor activates the dunning procedure themselves. A “Start” button is available to the vendor for this purpose. This button can be used to start the dunning procedure.
In Progress: This status indicates that the dunning procedure has been started but the order has not yet been sent to Diagonal. This status is identical to the “In process” status. As a rule, this status automatically changes to “Sent for Collection”. If this does not happen, the status can be adjusted manually.
Canceled: Cases with this status were terminated or canceled after the dunning process was started. However, this does not mean that the order has been canceled - only that the dunning process has ended. What is important here is which step of the debt collection process the order is currently in:
Before handover to our collection partner: the vendor can cancel the dunning procedure themselves via CopeCart.
After handover to our collection partner: Cancellation is only possible via our collection partner. In this case, fees may apply.
Blocked: This status means something like “paused” and is only set by the system in individual cases.
Ready for Collection: This status indicates that the receivable is ready to be transferred to the collection partner. For the vendor, this status is practically identical to “On hold”, as both indicate that no active action has yet been taken. The actual activation is carried out by the vendor via the “Start” button.
Sent for Collection: This status shows that the case has been passed on to our collection partner.
Paid: The customer pays CopeCart after starting the dunning process and the payment is booked in the system.
Failed: The order does not meet all the requirements to be forwarded to our collection partner.
Closed: The dunning procedure has been 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