Stop Chasing Late Invoices by Hand
Automated Dunning & A/R is part of HubWho. When a client's recurring invoice goes past due, someone at the agency has to notice, remember to send a reminder, decide how firm to be, and keep nudging until it's paid — and most of the time, nobody does. HubWho is being built to take that off your plate: a tiered dunning sequence that escalates a past-due balance from a friendly nudge to a firm second notice to a final pre-collections email, on a schedule you set, in your agency's voice. HubWho is pre-launch and being built with a small founding cohort of agencies through early access, so this page describes the automated dunning and A/R layer that's being built — the design the founding cohort is shaping — not a shipped, running capability. The send pipeline is on the roadmap, not live today.
The problem: late invoices get chased by hand, or not at all
Recurring agency revenue only works if the recurring invoices actually get paid — and the ones that don't are the ones nobody is watching. A client's card expires, an ACH draft fails, or an invoice just sits unpaid, and unless someone happens to be reconciling the books that week, it slips. The balance ages quietly while the work keeps going out the door.
When an agency does chase a late client, it's manual and inconsistent. Someone digs through the billing tool to find who's overdue, writes a reminder from scratch, decides whether to be gentle or stern, and then has to remember to follow up again in two weeks if it's still unpaid. One client gets three polite nudges; another gets forgotten for a month; a third gets a blunt email that strains the relationship. The difference is whoever happened to be paying attention that day.
The cost is real money sitting in aging accounts receivable, and it compounds. The longer a balance goes untouched, the harder it is to collect — and the awkwardness of bringing it up late often means it never gets brought up at all. A/R that isn't worked on a schedule is A/R that turns into write-offs.
- Past-due invoices go unnoticed until someone reconciles the books, so balances age silently
- Failed card charges and ACH drafts don't get an automatic follow-up — they just sit unpaid
- Reminders are written from scratch each time, so tone and timing are inconsistent client to client
- No system tracks who's been nudged, how many times, or what to send next
- Follow-ups depend on someone remembering — so some clients get chased and others get forgotten
- The longer a balance ages untouched, the more of it quietly becomes a write-off
How HubWho's dunning sequence is designed to work
HubWho is being built so that the day an invoice goes past due, a dunning sequence takes over instead of a person. The design escalates through three tiers as the balance ages: a friendly first reminder a few days past due that assumes a busy oversight and offers a one-click pay link, a firmer second notice a couple of weeks later, and a final pre-collections notice around the thirty-day mark that flags the account is at risk of being paused. Each tenant picks a dunning policy — soft, standard, or aggressive — so the cadence and firmness match how the agency wants to treat its clients.
Every message is built to go out in the agency's own voice rather than a generic system template. HubWho is designed to draft the reminder copy for each tier — friendly, firm, or final — and agencies can override the templates with their own HTML for the soft, standard, and final stages. The drafting is designed to never expose real client names or invoice numbers to the model: it works from redacted scaffolding and leaves placeholders the system fills in before anything sends. Reminder copy is off by default, because changing client-facing past-due language is a money-flow surface agencies should opt into deliberately.
Because dunning is wired to the same recurring billing the rest of HubWho is built around, a one-click pay link in each reminder is meant to route straight to the client's saved payment method — so a past-due balance can be settled without a back-and-forth. Past-due reminders are also designed to reach clients by SMS as well as email where an agency turns that on. To be clear about where this stands: the send pipeline that walks past-due invoices and dispatches these emails is a roadmap item — built to be safe to switch on for email first, since no money moves — not a capability running in production today.
- Tiered escalation by design — a friendly nudge a few days late, a firm second notice mid-cycle, a final pre-collections notice around 30 days
- Per-agency dunning policy — choose soft, standard, or aggressive to set the cadence and firmness
- Reminders drafted in the agency's voice, with template overrides for the soft, standard, and final stages
- Privacy-safe drafting — real client names and invoice numbers are never sent to the model; placeholders fill in before send
- One-click pay link in each reminder, designed to route to the client's saved payment method
- Optional SMS alongside email for past-due reminders where the agency enables it
- Reminder copy is off by default — agencies opt into client-facing past-due messaging deliberately
What's being built into A/R
The dunning sequence is one piece of a broader accounts-receivable layer HubWho is building so that aging balances are managed on a schedule instead of by memory. A daily run is designed to walk past-due invoices, decide which clients are due for which reminder tier, send the right message per the agency's policy, and log it — so the agency has a record of who was nudged, when, and with what. The intent is that A/R works itself in the background and surfaces only the accounts that genuinely need a human.
Alongside reminders, HubWho is built to handle the mechanics of past-due balances: a configurable late-fee grace period so a fee only starts accruing after the number of days an agency chooses, and an A/R aging view that buckets each client's open balance by how overdue it is — current, 30, 60, and 90-plus days — so the accounts drifting toward write-off are easy to spot. Late fees can be set as a percentage, a flat amount, or both, on the agency's terms.
All of this is design and early-access roadmap, not a running production capability. The reminder-drafting scaffold and the policy, template, late-fee, and aging pieces are being built and shaped with the founding cohort; the daily send pipeline that actually dispatches past-due emails is still ahead on the roadmap — built to be turned on for email first, since no money moves when a reminder goes out. HubWho is pre-launch and opening to a small founding cohort of agencies through early access.
- A daily run designed to walk past-due invoices, pick the right reminder tier per policy, send, and log each touch
- Configurable late-fee grace period — fees only start after the number of days the agency sets
- Late fees as a percentage, a flat amount, or both, set per agency
- An A/R aging view that buckets open balances by current, 30, 60, and 90-plus days overdue
- A record of who was nudged, when, and with what, so A/R surfaces only the accounts needing a human
- Pre-launch and roadmap framing throughout — the send pipeline is built to switch on for email first, with no money moving
Frequently asked questions
Is HubWho's automated dunning live today?
No. HubWho is pre-launch and being built with a founding cohort of agencies through early access. The tiered reminder design, the per-agency soft/standard/aggressive policy, the template overrides, and the late-fee and A/R aging pieces are being built, but the send pipeline that actually walks past-due invoices and dispatches reminder emails is a roadmap item, not a capability running in production. It's built to be safe to turn on for email first, since no money moves when a reminder goes out.
How is the tiered dunning sequence designed to escalate?
By design, it escalates through three tiers as a balance ages: a friendly first reminder a few days past due with a one-click pay link, a firmer second notice a couple of weeks later, and a final pre-collections notice around the 30-day mark that flags the account is at risk of being paused. Each agency picks a dunning policy — soft, standard, or aggressive — to set how quickly and firmly the sequence moves, and reminder copy stays off by default so agencies opt into client-facing past-due messaging deliberately.
Can our agency control the reminder wording and late fees?
Yes — that's how it's being built. Reminders are designed to go out in your agency's voice, and you can override the soft, standard, and final templates with your own HTML. The drafting never sends real client names or invoice numbers to the model; it uses redacted scaffolding with placeholders that fill in before send. For late balances, HubWho is built to let you set a grace period so fees only start after the days you choose, as a percentage, a flat amount, or both. For anything beyond what's described here, reach us at info@roffik.com.