The Collection Cases detail page displays all information and progress of an active collection process for outstanding invoices. This page includes the case status, the collection process in place (workflow), associated invoices, planned and completed collection steps, internal comments, and system activity.
The details page is essential for gaining insight into why a file is in a certain phase, what actions have been performed and what next steps are planned.
This part is important because it:
shows at a glance how much is still open,
provides insight into the customer involved and payments,
indicates whether manual action is required,
bundles information needed to correctly handle a file.
What does this page show?
The details page shows a complete overview of one specific collection file, including:
File number (e.g., DC-1042)
Customer name and customer number
Outstanding amount (incl. VAT)
Current status of the file
Applied collection workflow
Timeline with collection steps
Linked invoices
Internal comments
System activity and audit trail
Dependencies
Visibility and actions depend on user permissions
Payments and balances are subject to billing and payment processing
Additional information appears when payment plans or custom entities are configured
Status indicators
Active – Workflow runs automatically
Paused – Temporarily stopped
Manually Closed – Closed by user
Automatically closed – Closed at zero balance
Actions
Pause or resume file
Close file manually
Layout
The page is built up from cards, divided over the left side (content) and the right sidebar (summary and logging).
Details
Customer Number – Unique customer number
Customer Name – Clickable; opens the customer detail page
Structured message – To be used for payments
Outstanding balance – Total amount including VAT
Manual intervention required – Indicator for errors or manual actions
Timeline
The Timeline shows all collection steps in chronological order.
For each step you will see:
Step number and name
Status (e.g. Pending, Closed, Failed)
Execution date
Any costs (incl. VAT)
Communication type (email, post, SMS)
Status colors
Green – Rounded
Blue – Active or next step
Yellow – In Process
Red – Failed / Manual action required
Orange – Skipped
Gray – Not started yet
Actions
Carry out collection step
Close collection step
Skip collection step
Retry failed step
Send communication manually
Comments
Internal notes for employees.
Add via text field and send button
Will be saved immediately
Visible with author and time
Not visible to customers
Edits are not possible; deletion only with appropriate permissions.
Invoices
Overview of all invoices linked to the file.
By invoice:
Invoice number (clickable)
Type
Contract number
Period
Original expiration date
Invoice amount
Remaining amount
The outstanding amount of the file is the sum of all remaining amounts.
Custom Properties
Additional, configurable fields for supplementary information, such as:
Text
Numbers
Dates
Selection lists
Only visible and editable if configured and allowed.
Activity
System-generated events, such as:
Status changes
Steps taken
Linked invoices
Communication
Document generation
Activity is not editable and forms the audit trail.
Behaviors & Logic
The outstanding amount is automatically recalculated upon payments
If the balance is €0 the file can be closed automatically
The next step will be automatically activated according to the workflow
Failed steps block further actions to recovery
Payment arrangements affect status and planning
Manual interventions interrupt automatic progress
Problem | Solution |
Case closed | Historical data remains visible; actions are no longer possible |
Zero-balance file | Closes automatically |
Missing invoice | Contact support |
Locked file | Read-only access; no actions possible |
Active payment plan | Status and planning differ |
Problem | Solution |
Page not loading | Check permissions and URL |
Timeline is empty | Check workflow configuration |
Invoices are missing | Check invoice link and rights |
Activity not updating | Refresh page |
Can I edit a collection file?
No, core data cannot be edited. However, you can perform actions and add comments.
How are invoices linked?
Automatically via rules or manually by users.
What happens when closing?
Stop new steps; all data remains visible.
Can I delete a file?
No, files are always kept.
Why did a step fail?
Due to errors in document generation or communication.
What does 'Manual intervention required' mean?
The system is waiting for a user to proceed.
How do I see the next step?
This is highlighted in blue in the timeline.
Can one file contain multiple invoices?
Yes, the balance is the sum of all invoices.
Collection file – Registration of a debt collection procedure
Collection workflow – Configured series of collection steps
Collection step – One action within the workflow
Outstanding amount – Total remaining balance including VAT
Payment reference – Unique payment code
Escalation – Increased collection steps
Manual Intervention – Action required by user
Step Status – Current status of a collection step
Custom properties – Additional configurable fields
Activity – System event log
Note – Internal note by user