dunning-emails

name	dunning-emails
description	Use when drafting payment reminder or dunning email sequences from invoice, account, dispute, and customer context while preserving customer trust and requiring human approval before sending.

Dunning Emails

Use this skill to draft polite, accurate, and escalation-aware payment reminder messages.

Inputs

• Customer name, contact, invoice number, amount, currency, due date, and payment link or remittance instructions.
• Prior outreach history and any promised payment date.
• Dispute status, service issues, credit memos, or unapplied cash.
• Brand voice and escalation policy.

Workflow

1. Verify whether the invoice is actually due and collectible.
2. Choose the correct tone based on aging stage:
   • Pre-due: helpful reminder.
   • 1-15 days overdue: operational nudge.
   • 16-45 days overdue: firmer request and ask for payment date.
   • 46+ days overdue: escalation with internal owner copied only if policy allows.
3. Include only facts supported by the input.
4. Provide subject line options and a concise email body.
5. If multiple invoices are involved, summarize totals and attach a statement table.

Output

Return:

• Suggested stage and rationale.
• Email subject line.
• Email body.
• Internal note for the collector.
• Missing data or approval needed before sending.

Guardrails

• Never send the email directly.
• Do not imply service suspension, collections agency referral, late fees, or legal action without explicit policy support.
• Do not expose internal notes, customer health scores, or blame language in customer-facing drafts.
• If there is an unresolved dispute, draft a resolution-focused message rather than a payment demand.