Customer replies: read and answered
Replies to your invoices, reminders and statements land in one place, each sorted and tied to the customer and invoice, with the step it points to and an answer drafted.
3 min readUpdated
Customer replies is an add-on. Once it's on, every invoice, reminder, statement and credit you email asks customers to reply to your billing email and to your organization's replies address, so a reply reaches both. thruflow reads each one and files it under Customer replies.
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Choose what it does on its own: Suggest each step, or File what's clear.
What each reply becomes
- A dispute (short shipped, damaged, wrong price): open the dispute on the invoice in one click. Reminders stop for it until it's settled in Credits.
- A promise to pay: record the day and amount. Reminders wait until then, and Collections follows it up if it's broken.
- Says it's paid: look for the payment before chasing again; the drafted answer asks for the remittance. Remittance attached goes to Documents in to be applied.
- A new billing contact: change who invoices go to.
- A question: answer it, with invoice copies or their statement attached.
- An out-of-office: set aside.
Each message shows the customer (found from their address, an invoice number in it, or who you filed it under before), the invoices it's about, and an answer drafted from the record. Edit the answer and send it: it goes in the customer's own thread.
An email that reached your own mailbox instead: forward it to the replies address, or paste it in with Add an email.
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Related
- Invoicing & getting paidCollections: who to chase todayEvery overdue account, ranked, with its next step: a reminder, a call, holding new orders, a final notice. Calls and promises are kept on the account.
- Invoicing & getting paidCredits, returns and deductions in disputeIssue a credit memo with its reason, apply it to open invoices, and hold short payments in dispute until they're settled.
- Invoicing & getting paidReminders and statementsNudge a customer about an overdue invoice, or send their whole account in one click.
- Email & documentsYour forwarding addressesEach organization has its own addresses for customer orders, invoices, vendor bills and payments. Forward to them by hand or with a rule.
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