Dunning Process
What is the purpose of the dunning process?
To contact customers with overdue payments and encourage payment to manage and collect unpaid bills.
What triggers the early arrears campaign?
An active account with a debt balance more than two days overdue and more than £200
What is the fee for dunning letter 2?
£40.
Can customers opt out of early arrears communications?
No, as these are not marketing communications.
What does "dunning" refer to?
The process of contacting customers with overdue payments to remind them of their outstanding balance and encourage payment.
Name two benefits of the dunning process.
Accelerates payments and helps identify problem accounts.
What stops early arrears communications from being sent?
Paid balance, reduced balance below £200, account termination, or payment plan setup.
How much is the warrant fee, including VAT?
£1,057.
What happens if a customer replies to the early arrears SMS?
The message will fail as replies are not invited.
What is the "early arrears campaign"?
A strategy to address overdue payments early by supplementing the dunning cycle with SMS and email communications.
At what stage of the dunning cycle is an 8% uplift applied to the outstanding balance?
During dunning letter 3.
How does the early arrears campaign supplement the dunning cycle?
By sending additional SMS and emails through Marketing Cloud.
What is the charge for a DRV visit?
£150.
What is the sender email address for early arrears communications?
no-reply@yuenergy.co.uk.
What is the purpose of the uplift applied during the dunning process?
To cover additional administrative and operational costs of managing overdue accounts.
What channels are typically used to send dunning reminders?
Emails, letters, SMS, and phone calls.
How many letters and SMS messages are sent in the early arrears campaign?
Five letters and five SMS messages.
What is the fee for dunning letter 4?
£142.
How can confirmation of sent emails or SMS be obtained?
Marketing can provide proofs upon request.
What does DRV stand for?
Debt Recovery Visit.