Tracking and handling reminders
By the end of this page, you will know how to read the state of your reminders, decide on those waiting for approval, remind an invoice manually and put a customer on hold. The setup (settings, scenarios, templates) is covered in Setting up automatic payment reminders.
Prerequisites
Section titled “Prerequisites”- At least one active scenario for automatic reminders.
- The right to send reminders for Remind now, Approve and send and bulk actions. Without this right, these buttons do not appear.
Read the overview
Section titled “Read the overview”Open Sales → Reminders. The Overview tab shows five indicators:
| Indicator | What it counts | Click |
|---|---|---|
| Overdue | Overdue unsettled invoices and their amount | |
| To approve | Reminders waiting for your decision | Opens To handle, pre-filtered |
| Blocked | Reminders that cannot be sent as they stand | Opens To handle, pre-filtered |
| Failed | Sendings refused or interrupted | Opens To handle, pre-filtered |
| Sent over 7 days | Reminders sent, with the 30-day total | Opens History |
Below the indicators, the Invoices to remind list shows, for each overdue invoice, the due date, the delay, the Amount due, the step reached, the last reminder and the Status: Followed (a scenario handles it), No scenario or Excluded. Filter by age: 1 to 15 d, 16 to 30 d, Over 30 d.
Handle pending reminders
Section titled “Handle pending reminders”The To handle tab gathers reminders that have not been sent yet, sorted by status: To approve, Blocked, Failed, Scheduled, Sending.
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Click a row to open the detail. The Message tab shows the email ready to go, with its recipients; the Log tab traces each event (scheduled, postponed, blocked, approved, sending attempt…).
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Decide according to the status:
- To approve: Approve and send, or Skip;
- Blocked or Failed: fix the cause shown under Reason (email address, template…), then Retry now; or Skip;
- Scheduled: Skip if it must not be sent.
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To Skip, enter a Reason (optional) if you wish, then Confirm. A skipped reminder will never be sent.
To handle several reminders at once, tick them then choose from Actions on selection: Approve and send, Retry or Skip. The action covers 100 reminders at most; the confirmation window shows how many will be handled and how many will be left aside.
Review the history
Section titled “Review the history”The History tab lists all reminders, sent or not. Available filters:
- Status: Sent, Skipped, Cancelled, Failed, Blocked, Not sent yet;
- Period: 7 days, 30 days, Fiscal year or Dates…;
- Origin: Automatic, Manual, API (agent or connected software) or Former engine.
In the detail of a sent reminder, the Sent message tab shows the email as it was sent: the message is frozen at sending time and does not change if you edit the template afterwards.
Remind an invoice manually
Section titled “Remind an invoice manually”Two entry points:
- in Sales → Customer invoices, the row menu offers Send reminder on a validated, overdue invoice;
- in the panel of a validated invoice, the Reminders tab offers Remind now.
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The Remind window shows the exact message that will be sent, with the invoice data.
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Keep Template suited to the situation or choose another template. By default, SynkriaOps suggests the before-due-date reminder if the invoice is not yet due, the remaining-balance template if it is partially paid, then the first reminder, the second and finally the firm reminder depending on how many reminders were already sent.
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Tick or untick Attach the invoice PDF.
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Check the recipients (To, Cc): by default, the customer record email, failing that the main contact’s email.
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Click Send the reminder, then Confirm sending.
A manual reminder remains possible before the due date or beyond the per-customer limit: SynkriaOps shows a warning but does not prevent it. It counts towards the customer’s limit for later sendings.
The Reminders tab of the invoice panel also shows the scenario applied and why, the state of each step for this invoice (Sent on…, Scheduled for…, Blocked: …, Upcoming: …) and the Other reminders sent outside the scenario.
Suspend or exclude a customer or an invoice
Section titled “Suspend or exclude a customer or an invoice”Click Suspend or exclude from the Reminders tab of an invoice, or from the customer record (Situation tab, Reminders section).
| Choice | Effect | End date |
|---|---|---|
| Suspend until a date | No automatic reminder until that date; manual reminders remain possible with a warning | Required, in the future |
| Exclude from automatic reminders | No automatic reminder; manual reminders are also refused while the exclusion runs | Optional |
Choose a Reason (Payment promise, Payment plan granted, Commercial dispute, Invoicing error, Strategic client, Legal case, Handled manually, Other reason), add Details if needed, then Save.
Current measures appear under Suspensions and exclusions. Click Lift to resume reminders: the engine restarts from the step due at that moment.
Why a reminder is not sent
Section titled “Why a reminder is not sent”The reason is shown in the Reason column and in the reminder detail.
| Reason shown | What to do |
|---|---|
| ”No email address for this customer” | Add the email on the customer record or its main contact, then Retry now |
| ”Invalid email address” / “Address unsubscribed or rejected by the email service” | Correct the address on the customer record |
| ”Information required by the message is missing” | Complete the invoice (due date…) or fix the template |
| ”The template contains an unknown variable” | Replace the variable with one from the list |
| ”Invoice in dispute” / “A credit note still has to be applied to this invoice” | Settle the dispute or apply the credit note; the engine then resumes on its own |
| ”Reminder limit reached for this customer: postponed” | Nothing: the reminder will be sent at the next allowed slot |
| ”Plan email quota reached: retried the next day” | Nothing: the reminder is retried in the next day’s sending slot |
| ”Email service unavailable” | Nothing: a new attempt is made according to the sending incident settings |
| ”Step skipped: a later step was due” | Nothing: only the latest step is sent |
| ”Invoice paid” / “Nothing is due anymore” | Nothing: the invoice is settled, the reminder is no longer needed |
Refusal messages when sending manually
Section titled “Refusal messages when sending manually”| Message | Cause |
|---|---|
| ”This invoice is already paid” | Nothing is due anymore |
| ”No email found for party …” | Neither the customer record nor the main contact has an email |
| ”This invoice cannot be reminded: …” | Exclusion, dispute, archived customer, credit note to apply… |
| ”A manual reminder is already in progress for this invoice (sending or awaiting approval)“ | A reminder for this invoice is being sent or awaits approval |
Remind from your phone
Section titled “Remind from your phone”The mobile app lets you remind an invoice from the Activity screen or from an invoice’s detail. See Invoices & reminders from mobile.