Send payment reminders automatically

Turn on payment reminders in Customer messages, set when they go and how often overdue ones repeat, skip one invoice, and see which invoices are being reminded.

Payment reminders are customer messages. In the sidebar, open Settings, then choose Customer Messages under Communications. The page address is /settings/org/customer-messages. Each reminder goes to whoever the invoice was sent to, with the same secure link to view and pay, and stops as soon as the invoice is paid.

Before you start

• Reminders only go out for an invoice sent from Nova. An invoice that was only collected on in person, or marked as sent because you handed it over yourself, gets no reminders. See Create an invoice for sending one.
• Payment reminders are part of some plans only. Without them the group says Not in your plan and stays off.
• Your role needs permission to publish automations to flip the switches. If every switch is greyed out, ask your admin.

Steps

1. Press the Payment reminders heading. The group starts folded and says how many are on.
2. Pick the reminders you want and press the switch at the right end of each row:
   • Invoice due soon goes before the due date (3 days before, unless you change it).
   • Invoice due today goes on the due date.
   • Invoice overdue goes after the due date and repeats until the invoice is paid (3 days after, then every 7 days, up to 4 more times).
3. To change when one goes, change the number of days and choose before, on the day or after on its timing line. For Invoice overdue, also set how many days apart the repeats are and how many more times it goes (0 means it does not repeat). Nova moves any reminder already waiting. Reset to default puts the timing back.
4. Tick Attach the PDF if the reminder email should carry the invoice as a PDF.
5. Press the Email or Text chip on a row to choose how it goes. A white chip is off.
6. Press Preview to see what the customer gets, or Edit wording to change it.

What you see

• Each row shows whether it is on, Email only, Text only, or Off for everyone when it was switched off in the automation builder.
• On an invoice, the Reminders panel shows the organization's choice for that invoice. Switch one off there to skip it for that invoice only, for example when the customer has arranged to pay later.
• To see which invoices are being reminded, open Automation, then By Area, then Invoices (/invoices/lifecycle, heading Payment reminder automation). Actionable enrollments lists each invoice with its next reminder; Pause lifecycle sequence, Resume and Suppress future actions hold or stop reminders for that invoice.

If something looks different

• A row says it needs a texting number, with Get your texting number beside it: texts wait until you have one; email still goes.
• The timing line says it was customized in the automation builder: its timing is set there now. Customize on the row opens it.
• A reminder did not go after the customer paid: that is expected. Recording the full payment stops every reminder still waiting.
• The Invoices automation page also offers Create payment reminder automation, which builds a separate automation from a preset. You do not need it when the rows here are on; use it only for a reminder these rows cannot express.

Open Customer messages