Learn how to make sure your first chase goes smoothly. Understand common mistakes and how to avoid them.
Last updated: August 29, 2024
First chase checklist
- Reconciliation must be done ahead of each chase to ensure accurate, up-to-date data is used
- Check you’re happy with the content, placeholders and tone of your Templates
- Check Schedules are set up with the desired workflow
- Check Customers are assigned to the correct schedules
- Check your Chasing criteria selected are correct within Manage
- Check the selected sending Timings (times and days) are correct
- Make sure you’ve set up the payment portal to save time on invoice requests and collect quick payment
- Include the invoice reference number in Templates, including thanks for paying emails, so there's no confusion over which invoice it's regarding
- Consider including a statement attached to Thanks for paying emails if you raise multiple or repeat invoices, so customers can see what’s still outstanding
- Change the subject of Thanks for paying emails so it's clear it isn't a chasing email
- Take a soft approach for all ages of debts if you haven't chased debtors much previously (see common mistakes below).
Common mistakes
Take a soft approach to start with
If you’ve not done much to contact debtors until now, consider starting with a softer approach for your first couple of chases to gradually build up the escalated tone can achieve the best results and customer satisfaction.
You can do this using these steps:
- Create a mildly worded chasing Template titled 'First chase' or similar
- Create a Multi version of the above email
- Create a blank Schedule titled 'Old debts'/'First chase' or similar
- Add a single email chase at day 1 and allocate the single and multi email template
- Set this email to repeat every 7 days (or your chosen frequency)
- Don't set a repeat limit
- Assign your chosen customers to this schedule
- Let this schedule run for your chosen number of chases
- Once complete, assign your customers to your preferred schedule ongoing, then remove this template and schedule
Change chasing status
Chaser won't chase your customers until their chasing status is moved to Chasing. This is a security measure when you first join, to ensure you're 100% ready for chases to go out. You need to Start chasing on an organisation level via the banner at the bottom of your screen, and also amend each customer's chasing status to Chasing. You can do this on the Receivables tab using the bulk selector tool.
Don't make last-minute changes
Don’t make changes to templates/schedules/timings/chasing statuses of customers when a chase time has been reached or within a couple of hours before a chase. If you notice a last-minute change is needed:
- Pause your organisation completely on the Manage tab
- Make the required changes
- Edit the current days chasing time to 2 hours after the current time
- Resume chasing in the banner at the bottom of your screen.
Highlight the ability to pay now
If you've connected Stripe or Chaser Pay (UK only), it's important to amend your templates to highlight that the payment portal link includes a pay now option. By default your templates read: You can also check your outstanding balance here: <payment_portal_link>.
We recommend using: You can pay now, and view and download your invoices and latest statement here: <payment_portal_link>.