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Accounts office · School staff

Collections & defaulters

Self-paced · updated with each release

Audience: Accounts office, bursar, collections team
Duration: ~1 hour
Prerequisites: Finance guide · Communications playbook

Learning objectives

  • Work the collections command center for overdue fees
  • Record promises to pay and reminder outcomes
  • Align dunning with WhatsApp/SMS templates
  • Hand off paid accounts back to standard fee views

1. Collections hub

Route: /erp/collections

Tab Purpose
Defaulters / overdue Aging buckets, highest risk accounts
Promises to pay Parent commitments with follow-up dates
Reminders Scheduled dunning runs and history

Start from Fee plans & invoices — collections only applies after invoices exist.

2. Daily workflow

  1. Open Defaulters — sort by amount or days overdue.
  2. Call or message parent — log outcome on student timeline or help desk if needed.
  3. Set promise to pay when parent commits a date.
  4. Trigger or verify reminder (SMS/WhatsApp/email) per school policy.
  5. When paid, confirm in /erp/payments — balance clears automatically.

3. Messaging compliance

Fee reminders use your BYOK connectors (Communications playbook):

  • DLT-approved SMS templates (India)
  • WhatsApp fee_reminder use case when configured
  • Email from school domain with SPF/DKIM

Do not send ad-hoc fee demands from personal WhatsApp.

4. Counselor vs finance boundary

Team Owns
Counselors Pre-enrolment deposits, admission-stage quotes (CRM /school-panel/payments)
Finance Enrolled student invoices, collections, receipts (ERP)

After Convert to student, finance owns ongoing dues.

5. Leadership visibility

Principals monitor collection KPIs in Reporting and ERP scorecards. Escalate systemic gateway issues via Operational review.

Practice exercise

  1. Identify three demo defaulters and set promise-to-pay dates.
  2. Preview one reminder template before send.
  3. Post a manual payment and confirm defaulter list updates.

Troubleshooting

Reminder failed — Check ERP template hub and integration health (Integrations).

Wrong balance — Reconcile gateway in Finance § Payments.

See also