SOP — Collections follow-up

Purpose: resolve due/overdue account work through verified, documented contact and escalation.

Field	Standard
Trigger	Account due/overdue, incomplete payment evidence, or open payment request.
Responsible role	Collections owner/Admin.
Required information	Customer, active contract, balance context, payment history, request, proof/receipt gaps, prior contact.
Steps in platform	Review Collections and Customer Detail; verify data; contact buyer under policy; record outcome; create/update request or follow-up; assign deadline.
Expected status changes	Request Draft/Sent/Paid/Cancelled as verified; follow-up status progresses.
Required documents	Approved payment evidence or contact documentation where required.
Financial checks	Verify ledger before calling a payment unpaid/paid.
Follow-up deadline	By due date or immediately for overdue/urgent item.
Escalation conditions	Dispute, persistent delinquency, balance mismatch, missing active contract, potential data error.
Completion criteria	Verified resolution or accepted escalated next action.
Audit/accountability evidence	Request/payment/follow-up activity and Audit Trail.
Common mistakes	Marking request paid from a promise; contacting without checking ledger.

Media: Diagram, screenshot, fictional scenario.