➤ Product: OfficeRnD Flex
➤ Who: Admins with the 'Owner' role
➤ Where: On the Admin Portal, under 
Settings > Billing > Invoicing
➤ Availability: All plans
When a customer does not pay an invoice on time, your team must notice the late invoice and contact the customer. Each manual follow-up takes time, and missed follow-ups delay your revenue. OfficeRnD Flex sends overdue reminders automatically, on up to 3 dates after the due date. Flex can also notify members and admins when an automatic charge fails.
Overdue reminders go to the same recipients as your invoice emails. For example, if Flex emails invoices only to the billing person, overdue reminders also go only to the billing person.
Before you start
Make sure that these conditions are true before you change the settings:
You are an admin with the 'Owner' role. Only admins with the 'Owner' role can edit invoicing settings.
Each company and each billing person has an email address in Flex. Flex cannot send an overdue reminder to a recipient with no email address.
For failed payment notifications, connect a payment gateway. Flex charges invoices automatically only through a connected payment gateway. Connect a payment gateway →
Who receives overdue reminders
Overdue reminders use the recipient settings of the We'll email invoices section, under Settings > Billing > Invoicing. The options that you select in that section decide who receives each overdue reminder:
Company: Flex sends reminders to the company's main email address.
Billing Person: Flex sends reminders to every billing person of the company.
Company and Billing Person: Flex sends reminders to the company email address and to every billing person.
An invoice becomes overdue when its due date passes, and the invoice is not paid. Flex sends overdue reminders once a day, at 08:00 UTC. This time is the same for all time zones.
Note: You can exclude a specific customer from overdue reminders. Change the setting in the Billing Details section of the customer's profile.
Turn on overdue reminders
Set the recipients of overdue reminders. Next, set when Flex sends each reminder. Flex sends up to 3 reminders for each overdue invoice. Each reminder can be set to send a different number of days after the due date.
Follow these steps to turn on overdue reminders:
Go to
Settings > Billing > Invoicing.In the We'll send overdue reminders section, select Automatically.
Select Reminder 1, Reminder 2, or Reminder 3 for each reminder that you want to send. Flex sends only the reminders that you select.
For each selected reminder, enter the number of days after the due date. For example, enter '0' to send the reminder on the due date, or enter '7' to send it 1 week after the due date.
Click Update to save the reminder schedule.
You can also attach the invoice PDF to each overdue reminder, so that the customer has the invoice details in the reminder. In the We'll email invoices section, select Attach an invoice PDF in each overdue invoice reminder, and then click Update. This option is available only when Automatically is selected in the We'll send overdue reminders section.
Exclude a customer from overdue reminders
Overdue reminders now go to all customers with an overdue invoice. Some customers must not receive automatic reminders. For example, a company with an agreed payment plan already knows that its invoice is late.
To exclude a company or a member, set SEND OVERDUE REMINDERS to Disabled in the Billing Details section of the customer's profile. The change affects only that customer. Exclude a customer from overdue reminders →
Turn on failed payment notifications
Overdue reminders cover invoices that nobody paid. A failed payment is different. Flex tried to charge the saved payment method through your payment gateway, and the charge did not go through. Flex does not automatically charge a failed invoice again. Someone must act on the invoice, so the right people must know about the failure.
Follow these steps to turn on failed payment notifications:
Go to
Settings > Billing > Invoicing.In the "We'll send notification if payment fails to" section, select who receives the notification: members, admins, or both.
Click Update to save the notification settings.
Admins receive the notification at the financial notifications email address. Set the email address for financial notifications →
After a failed payment, decide how to handle the invoice. Decide when to mark a payment as failed →
Best practices
If you also charge late fees, send at least 1 reminder before the late fee applies. This gives the customer a chance to pay before the fee is added. Set up late fees for overdue invoices →
If you send overdue reminders only to the billing person, check that every company has a billing person. A company with no billing person does not receive overdue reminders.
FAQs
Who receives overdue reminders?
Overdue reminders go to the recipients that you select in the We'll email invoices section. If you select Company, reminders go to the company email address. If you select Billing Person, reminders go to every billing person of the company. If you select both options, reminders go to both.
Why did a customer not receive an overdue reminder?
A customer does not receive an overdue reminder when one of these conditions is true:
Automatically is not selected in the We'll send overdue reminders section.
The reminder (Reminder 1, Reminder 2, or Reminder 3) is not selected.
SEND OVERDUE REMINDERS is set to Disabled in the customer's profile.
The company or the billing person has no email address in Flex.
The reminder date has come, but it is not yet 08:00 UTC.
Can I send an overdue reminder on the due date?
You can send an overdue reminder on the due date. Enter '0' as the number of days after the due date for that reminder.
What time does Flex send overdue reminders?
Flex sends overdue reminders once a day, at 08:00 UTC. This time is the same for all time zones, so the reminder's local time depends on your location.
Does Flex charge a failed invoice again?
Flex does not automatically charge a failed invoice again. After a failed payment, you must decide how to handle the invoice. Decide when to mark a payment as failed →
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