Claim management
Claim model
A claim represents an outstanding receivable you would like to collect. It's the main dataset you need to handover to the collectAI system to get the machinery started. A claim consists of multiple claim items and has at least one item. Each of these items represents a part of the receivable to be collected and therefore has an open value. The sum over all open values is the overall outstanding amount.
Example 1
Open invoice consisting of 4 line items
| Item | Description | Amount | Value |
|---|---|---|---|
| Item #1 | Pair of pants | 1 | 99 EUR |
| Item #2 | Pair of shoes | 1 | 109 EUR |
| Item #3 | T-Shirt | 1 | 24 EUR |
| Item #4 | Shipping | 1 | 4 EUR |
Example 2
Dunning claim with 2 overdue invoices and a dunning fee
| Item | Description | Value |
|---|---|---|
| Item #1 | Invoice XHT391 | 99 EUR |
| Item #2 | Invoice HTR422 | 137 EUR |
| Item #3 | Dunning Fee | 5 EUR |
The Claim Management API gives you full control to manage and interact with the claim data, more details can be found in the API section.
You must setup your account first (communication strategy, landing page, features, etc.) before you can hand over data to us. Please reach out to our onboarding team.
Claim state model
Every claim has a defined lifecycle with a finite state machine attached. The states (status) a claim may enter during its lifecycle is defined as follows:
| State | Description |
|---|---|
CREATED | The claim has been uploaded but the reminder process has not yet started. |
UNPAID | The reminder process has started (at least one action step has been executed) |
PAUSED | The reminder process has been paused. The landing page is still active. Pausing can be triggered via the API or optionally by customer feedback on the landing page or with a message reply. |
DISPUTE | Whenever a customer replied to a message or gave feedback on the landing page. The landing page is still accessible. The reminder process can be paused for a defined timeframe. Also disputes can be managed (accepted or reject) by your customer support team. |
DISPUTE_RESOLVED | Dispute was resolved by your customer team, and reminder process was terminated. The landing page is still accessible, but payments are not accepted anymore. |
CONFIRMED | The claim has been fully paid. The landing page is still accessible showing a confirmation page. |
OUT_OF_REACH | The reminder process reached its end, or the claim has been manually archived via API. The landing page is not accessible anymore. |
States in which the reminder process ends (CONFIRMED, OUT_OF_REACH, DISPUTE_RESOLVED) are called the final claim states.
The claim state also affects the validation of claim data: it is only allowed to handover new claims with non-unique reference numbers if existing claims with the same reference number are in the state CONFIRMED or OUT_OF_REACH.
Claim Data Retention
When a claim reaches a final state, and the reminder process terminates the claim, the claim data and data produced during the reminder process are deleted after an agreed time interval.
As a result the claim is no longer available via the API and the Management Portal. This procedure cannot be undone.
To adjust the retention interval, please contact your account manager.