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Balance Due Follow-up Automation

The Balance Due automation handles follow-up communications for guests with outstanding balance payments, ensuring timely collection while maintaining positive relationships.

Overview​

Purpose: Collect outstanding balances through gentle reminders and proactive follow-up.

Trigger: 7, 3, and 1 day before balance due date.

Channels: Email (primary), SMS (for last reminders), phone calls if necessary.

Setup Instructions​

  1. Navigate to Automations in your SendSquared dashboard
  2. Click + Create New Automation
  3. Select Balance Due Reminder from the template library
  4. Configure the automation with the following nodes:

Step 1: Configure Payment Schedule Triggers​

  1. Select the Date-Based Trigger
  2. Set multiple reminder points:
    • First notice: 7 days before due date
    • Second notice: 3 days before due date
    • Final notice: 24 hours before due date
    • Overdue follow-up: Day of/after due date

Step 2: Add Payment Status Checks​

  1. Add Conditional Logic to skip paid accounts:
    • BalanceAmount > 0
    • PaymentStatus <> 'Paid'
    • ReservationStatus = 'Confirmed'

Step 3: Create Progressive Messaging​

  1. Design Escalating Reminders:
    • Friendly reminder → Urgent notice → Final notice
    • Email → Email + SMS → Phone call

Email Templates​

First Reminder (7 Days Before)​

Subject: Friendly reminder: Balance due for your [Location] stay

Dear [Guest Name],

Just a friendly reminder that your balance for [Property Name] is due soon!

Reservation Details:
• Arrival date: [Arrival Date]
• Departure date: [Departure Date]
• Property: [Property Name]
• Confirmation #: [Reference Number]

Payment Information:
• Balance due: $[Amount]
• Due date: [Due Date]
• Payment methods: Credit card, ACH, check

To make your payment:
1. Online: [Payment Link]
2. By phone: [Phone Number]
3. Mail a check: [Address]

Your payment ensures your reservation remains confirmed. We're looking forward to welcoming you!

Questions about your reservation? Just reply to this email.

Best regards,
[Payment Team]
[Company Name]

Second Reminder (3 Days Before)​

Subject: Payment reminder: Due in 3 days for [Property Name]

Hi [Guest Name],

This is a reminder that your balance payment for [Property Name] is due in 3 days ([Due Date]).

Payment Details:
• Amount due: $[Amount]
• Due date: [Due Date]
• Last 4 digits of card on file: [XXXX]

Quick Payment Options:
• Pay online now: [Payment Link]
• Update card on file: [Update Link]
• Call to pay by phone: [Phone Number]

Why pay on time?
✓ Secure your reservation
✓ Avoid late payment fees
✓ Ensure early check-in eligibility

Need a different payment schedule? Contact us about our flexible options.

Thank you for choosing [Company Name]!

[Guest Services Team]

Final Reminder (24 Hours Before)​

Subject: URGENT: Final payment due tomorrow

Dear [Guest Name],

FINAL REMINDER: Your payment of $[Amount] is due tomorrow ([Due Date]) for your stay at [Property Name].

IMPORTANT:
• Amount: $[Amount]
• Due: Tomorrow, [Due Date]
• Status: Payment pending

TO AVOID CANCELLATION:
1. Pay now: [Payment Link]
2. Call immediately: [Phone Number]
3. Email to arrange alternative: [Email]

Without payment by [Due Date]:
- Your reservation may be canceled
- Alternative dates may be required
- Different rates may apply for rebooking

We want to ensure your stay is confirmed. Please act today.

Sincerely,
[Accounting Manager]
[Phone] | [Email]

SMS Templates​

Priority Reminder (24 hours before)​

URGENT: $[Amount] due tomorrow for [Property] stay! Pay now at [Link] or call [Phone] today to secure booking - [Company]

Day of Due Date​

Final notice: $[Amount] for [Property] due TODAY. Pay at [Link] or call [Phone] to avoid cancellation - [Company]

Phone Script for Overdue Accounts​

[OVERDUE PAYMENT SCRIPT]

Opening:
"Hi [Name], this is [Agent] from [Company] calling about your upcoming stay at [Property]. We haven't received your payment of $[Amount] that was due [Date]."

Situation Check:
1. "Did you receive our payment reminders?"
2. "Is there a reason the payment hasn't been processed?"
3. "How would you like to proceed?"

Solutions Offered:
→ Payment plans: "We can split this into 2 payments if that helps"
→ Card update: "Maybe the card expired? Let's update it now"
→ Alternative payments: "We accept bank transfer, Zelle, or check"

Urgency Note:
"To keep your reservation, I need to process payment today. The property has other inquiries for your dates."

Resolution:
"Can I process your payment now while I have you on the phone?"

Payment Plan Options​

Split Payment Offer​

FLEXIBLE PAYMENT SOLUTION:

Original Balance: $[Amount]
Due: [Date]

Split Option:
• Payment 1: $[50%] - Due now
• Payment 2: $[50%] - Due 7 days later
• No additional fees
• Reservation secured

Accept split payment: [Link]
Questions: Call [Phone]

Extended Payment Terms​

PAYMENT EXTENSION REQUEST APPROVED:

Original due date: [Date]
New due date: [Extended Date]
Amount: $[Total]

This one-time extension ensures:
✓ Your reservation is protected
✓ No cancellation fees
✓ Original rate honored

Accept new terms: [Link]

Automated Payment Processing​

Auto-charge Notification​

Subject: Automatic payment scheduled for [Date]

Dear [Guest Name],

We'll process your balance payment automatically:

Scheduled Payment:
• Date: [Date]
• Amount: $[Amount]
• Card: **** [Last 4 digits]
• For: [Property Name] stay

If you need to:
• Update payment method: [Link]
• Cancel auto-payment: [Link]
• Speak with us: [Phone]

Thank you for choosing [Company]!

Best regards,
[Billing Team]

Late Payment Handling​

Late Fee Notice​

Subject: Late payment fee applied to your account

[Guest Name],

We applied a late payment fee to your account:

Original amount due: $[Amount]
Late fee (7%): $[Fee]
Total now due: $[New Total]

To avoid additional fees, please pay immediately:
• Online: [Payment Link]
• Phone: [Phone Number]

Late fee may be waived if paid within 24 hours.

Call to discuss: [Phone]

Cancellation Warning​

Subject: NOTICE OF CANCELLATION - Action Required

Dear [Guest Name],

Your reservation is scheduled for cancellation due to non-payment.

Account Status:
• Balance: $[Amount] overdue
• Originally due: [Date]
• Cancellation date: [Tomorrow's Date]

TO SAVE YOUR RESERVATION:
1. Pay immediately: [Link]
2. Call now: [Phone]
3. Last chance ends: Today at 5 PM

After cancellation:
• No refund of deposit
• New booking at current rates
• No guarantee of availability

Please contact us today to resolve this.

[Manager Name]
[Title]

Best Practices​

  • Start reminders early, keep them friendly
  • Escalate tone gradually
  • Offer payment flexibility
  • Multiple payment options
  • Make payment process easy
  • Track successful reminder timing
  • Maintain professional tone
  • Document all communications

Common Issues and Solutions​

  1. Expired Cards:

    • Proactive card update requests
    • Auto-update card information
    • Multiple card collection at booking

  2. Communication Gaps:

    • Confirm email addresses
    • Update contact preferences
    • Multi-channel reminders

  3. Payment Plan Requests:

    • Standard split payment options
    • Automatic approval thresholds
    • Manager approval needed amounts

Measuring Success​

Track these metrics:

  • On-time payment rate
  • Average days to payment
  • Late fee avoidance rate
  • Successful payment recovery
  • Customer satisfaction scores