--- title: "Automated Escalation Workflows for Overdue Invoices | Paidnice" description: "Escalate overdue invoices automatically. Paidnice assigns a call, a credit stop or a legal letter to the right person and creates tasks in your tools." url: https://www.paidnice.com/escalations --- ★★★★★160+This app is a game changer!Lesley B. # Escalate overdue invoices and assign them for follow-up Escalate overdue invoices automatically in Xero and QuickBooks. Paidnice hands each account to the right person with its full history, **so every overdue invoice has a next step.** Try it FreeBook a Demo 2025WINNER2026WINNERXero App of the Year2025 Global · 2026 NZ Read all 160+ reviews ## Trusted with over $1,200,000,000 collected on time across 1,070,000 invoices since 2022. and counting ## Nothing falls through the cracks Escalation is the last step of your receivables process. When reminders have not worked, a person takes the case with the full history, so you work a to-do list instead of an aged debtors report. ### From the last reminder to the right person Choose the day an invoice escalates and what happens next: a call, a stop on credit or a legal letter. Paidnice assigns it to the invoice or account owner, with your call script. ### Call the customer from Paidnice and keep the transcript Call the customer straight from Paidnice. Paidnice records the call and writes the transcript and a short summary, and you save them to the customer’s timeline. [More on in-app calling](https://www.paidnice.com/in-app-calling). ### Every escalated account is a case with its full history Each case sits on the customer’s timeline with its owner: call notes, promised dates and snoozes next to every email Paidnice sent. The customer page adds their credit score and average days to pay. ### Escalate on age, balance or credit limit Escalate when one invoice reaches a set age, when a customer’s total balance gets too high, or when they go over their credit limit. Amount limits keep small invoices out. ### A task in the tools your team already uses On Pro, each escalation can become a task in Asana or Jira, or a message in Slack or Teams. Paidnice sends an update when it is done or canceled, and our team builds the connection for you. ### Final notices and letters by post Paidnice can print and post overdue letters, final notices and letters before action for you. A letter before action signed by a solicitor is also available. Letters are on Pro and above, switched on when you ask. ### Every customer reply in one shared inbox Email and SMS replies land in Conversations, where you assign each one, add a note for a teammate and answer. [See the shared inbox](https://www.paidnice.com/shared-inbox). ## What customers say about escalations > “The next phase of non payers are escalated to a more senior member of staff who can be insistent that the debt needs to be paid.” > > **Diana P.** Customer Customer survey > “We receive an email when it’s time to suspend due to non-payment, but that doesn’t happen that often.” > > **Peter B.** Customer Customer survey > “Great for businesses without in-house credit control.” > > **Mantas S.** Xero App Store [Read all 160+ reviews →](https://paidnicereviews.com) ## Every escalation setting in one place Set escalations for each customer group. Paidnice checks every invoice in Xero or QuickBooks against them each day. | Setting | What you choose | | --- | --- | | Type | A phone call, a stop on credit, a legal letter from your template, or your own | | Trigger | Days overdue on one invoice, the customer’s total balance, or a credit limit breach | | Filters | Minimum and maximum amount per invoice, and a due date window | | Who | A named person or the invoice or contact owner, with instructions and a call script emailed to the address you choose | | When it waits | Optional per escalation: skip when a payment is promised or a query is open. A call can be snoozed | | Calls | Call the customer from Paidnice. The call is recorded, transcribed and summarized, and the summary goes to Xero or QuickBooks as a note (Pro). [See in-app calling](https://www.paidnice.com/in-app-calling) | | Notifications | When someone is assigned an escalation or an invoice, or mentioned in a note | | Records | Notes and call outcomes sync to the invoice in Xero, with files as attachments | | Other tools | Webhooks when an escalation is created, assigned, completed or canceled (Pro) | | Letters | Printed and posted for you, on Pro and above when you ask | > It’s the debt collection system I’ve been looking for, for the last 15 years. Tyler Caskey Partner, The Bean Counters Said on the Accounting Apps Podcast 2025WINNER2026WINNER Xero App of the Year2025 Global · 2026 NZ 2026FINALIST Innovation App of the YearGlobal finalist 2026 ## Everything you expect from great accounts receivable software Paidnice has everything your business needs to run a best-in-class receivables process, from the first reminder to the money landing in your account. ### Chase automatically Send Reminders Automate email and SMS with powerful reminders, from your own domain. Automate Statements Schedule automatic statement sends each month. AI Reply Handling Paidnice reads every reply and drafts the next step for your approval. ### Enforce your terms Late Fees & Interest Automatically apply and send late fees and interest. Shared Inbox & Team Activity Every email and SMS reply in one inbox, and what each person got done. Escalate, Make & Track Calls Escalate and assign overdue invoices for manual follow up. ### Get paid, and see it coming Customer Payment Portal Self-service hub for your customers' payment and billing needs, including card and direct debit. Create Payment Plans Flexible payment terms with automatic installment reminders. AR Insights & Reports Measure Days Sales Outstanding and other critical KPIs. [See all features →](https://www.paidnice.com/features) AccountingNew Zealand ## 2 to 3 hours a week of chasing handed back to the team > “You’ve taken away a pain point and made the ability to manage something that’s difficult into something that’s actually enjoyable.” Marc ProctorBullot & Rankine Read Bullot & Rankine’s story → DeliverabilityBeforeReminders lost or ignoredNowRecognizable and receivedThe weekly grindBefore3 hours of manual work a weekNowHanded backDebtor daysBeforeStubbornly highNowDown immediately ## Works with the software you already run Paidnice connects to your ledger, payment providers, CRM and team chat, **so every invoice is chased, paid and recorded without manual data entry.** See all integrations → NewConnect to Claude or ChatGPT via MCP Claude ChatGPT ## Escalation questions What does it mean to escalate an overdue invoice? Escalating an overdue invoice means moving it from automatic reminders to a person or a firmer action, such as a phone call, a stop on credit or a legal letter. Paidnice creates the escalation on the day your policy sets and assigns it to the right person. When should an overdue invoice be escalated? Escalate once reminders stop getting a reply. In Paidnice you set the day for each customer group, and you can also escalate on the customer’s total balance or a credit limit breach. What kinds of escalation can Paidnice create? A phone call, a stop on credit, a legal letter from your template, or your own type. Each one is assigned to a person or to the invoice or contact owner, listed on the Escalations page and emailed to the address you choose. Can I call a customer from Paidnice? Yes. Press Call on the customer page and choose a number. Talk from your browser, or Paidnice rings your phone and connects you to the customer. When the call ends, Paidnice shows the transcript, and you save it to the customer’s timeline as a logged call. Calling is on the Pro plan and above. [See in-app calling](https://www.paidnice.com/in-app-calling). Can I escalate an invoice manually? Yes. Raise an escalation from any invoice or customer, choose the type, add instructions and assign it. The customer shows as Escalated until it is done. Can an escalation create a task in Asana, Jira, Slack or Teams? Yes. Paidnice sends a webhook when an escalation is created, assigned, completed or canceled, so it can become a task or a message in the tools your team uses. Our team can build that step for you. [See task management](https://www.paidnice.com/integrations/task-management). Do notes and call outcomes go back to Xero? Yes. Notes and call outcomes sync to the invoice in Xero, and files on a note can be pushed to Xero as attachments. Can Paidnice send letters by post? Yes. Paidnice prints and posts overdue letters, final notices and letters before action, at US$2.00 a letter in the US and £1.50 in the UK, printing and postage included. Letters are on the Pro plan and above, switched on when you ask. Which plans include escalations? Every plan, including Essentials. Calling from Paidnice and webhooks to other tools are on Pro and above. [See pricing](https://www.paidnice.com/pricing). ## Meet the team that built Paidnice Book a call with the founders to learn more about how Paidnice can help you take the pain away from getting paid. Book a CallChat with us Great hands on experience. Ashley helped us through everything.Janet X.App Marketplace160+I’ve contacted support a few times, and Denym has always replied with really detailed and thoughtful explanations, even taking the time to jump on a video call to help.Jon M.App Marketplace160+So happy with the service provided by Ashley at Paidnice. The best service I have had from anyone in years.Anna H.App Marketplace160+Very simple to set up and the few questions we had were quickly and expertly dealt with by Denym. It has already made a huge difference to our debtor days and has massively helped.Jenny M.App Marketplace160+ ## Related features In-app callingCall customers from Paidnice, with a transcript and summary.Accounts receivable trackerEvery overdue account in a kanban view, with your own stages.Credit scoringA score from 0 to 100 for every customer, from how they pay. ## Give every overdue invoice an owner Connect Xero or QuickBooks and Paidnice prepares draft policies, escalations included. Nothing runs until you approve them. Try it FreeBook a Demo [Rated 5 stars, 160+ reviews](https://www.paidnice.com/reviews) · [App of the Year](https://www.paidnice.com/blog/winner-xero-global-app-awards-2026)