Template Categories — when to use each type
The 7 Template Categories
Paymely classifies templates into 7 categories based on the collection phase. This classification helps choose the right template when configuring a schedule.
1. Before Due
Objective: Politely remind about payment before it becomes overdue.
Recommended tone: Friendly, informative, non-alarming.
Example subject: Friendly reminder — your invoice is due soon
Typical body:
Hi [Customer Name],
This is a reminder that your balance of [Amount Due] with [Company Name]
is due on [Due Date].
Please arrange your payment in advance to avoid any late fees.
Best regards,
[Company Name]
When to use: Before Due stage of your schedule (e.g., Day -7, -3, -1).
2. Early Overdue
Objective: Politely signal that payment is late, without excessive pressure.
Recommended tone: Courteous but direct.
When to use: Day +1 to +7 after the due date.
Example subject: "Your payment of [Amount Due] is overdue"
3. Medium Overdue
Objective: Increase urgency, mention potential consequences.
Recommended tone: Firm, professional, without being aggressive.
When to use: Day +8 to +21 after due date.
Example subject: "Second reminder — outstanding balance with [Company Name]"
4. Late Overdue
Objective: Clear escalation, mention possible next steps.
Recommended tone: Serious, mention of potential recourse (without illegal threats).
When to use: Day +22 to +45 after due date.
Example subject: "Final notice before escalation — [Customer Name]"
5. Final
Objective: Last message before account transfer or settlement offer.
Recommended tone: Very direct. Indicates this is the last automatic communication.
When to use: Last step of your After Due schedule.
Example subject: "Last notice — file [File Number]"
6. Thank You
Objective: Confirm payment receipt and close the account positively.
Recommended tone: Warm, appreciative, concise.
When to use: Paid stage of your schedule. Triggered automatically when the customer status changes to Paid.
Important: Thank-you messages are not blocked by CASL compliance rules (they are considered transactional, not commercial communications).
Example subject: "Thank you for your payment — [Company Name]"
7. Settlement Offer
Objective: Propose a reduced amount to close the account of a Stopped customer.
Recommended tone: Professional, collaborative, resolution-oriented.
When to use: In a settlement sequence, assigned to Stopped customers.
Example subject: "Settlement proposal — [Company Name]"
Important: Use the Settlement Amount placeholder to display the proposed amount automatically.
Writing Tips by Category
| Category | Ideal length | Call to action |
|---|---|---|
| Before Due | Short (3-4 lines) | Payment link |
| Early Overdue | Medium (5-7 lines) | Payment link + contact |
| Medium Overdue | Medium | Contact for arrangement |
| Late Overdue | Long (7-10 lines) | Urgency to contact |
| Final | Short but impactful | Last chance to contact |
| Thank You | Very short (2-3 lines) | None (file closed) |
| Settlement Offer | Medium (5-7 lines) | Reduced amount + deadline |
Variants: Single vs Multiple
In addition to the category, each template has a variant:
- Single: One message (standard)
- Multiple: Several versions of the same message (useful to alternate wording and avoid repetition if a customer receives multiple reminders)