Collect

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Collect

Zuora Collect is the complete solution for optimizing recurring collections in the Subscription Economy.

With Zuora Collect, you have the ability to track unpaid invoices and delinquent accounts, manage automated business processes and intelligent retry logic, and provide data to collections agents around the world.

Overview of Zuora Collect

Empower your collections agents with communication tools and actionable data

Collections_Window_Large.png

The Collections Window feature of Zuora Collect provides a single location for your collections agents to view the collection status and payment history of your customer accounts. Your collections agents can use the internal communication tools to document their collection attempts.

Automate your subscriber management, invoicing, and reporting processes

The Workflow feature of Zuora Collect enables you to define automated business workflows, such as suspending service for customers who are delinquent and resuming service when you receive payment.

Gain complete control of your payment retry logic

The Configurable Payment Retry feature of Zuora Collect enables you to control precisely what actions Zuora should take when a payment failure occurs. You can tailor your payment retry logic to specific groups of customers and payment gateway response codes.

Customize your payment runs

The Advanced Payment Manager feature of Zuora Collect gives you greater flexibility in how you structure your payments. For example, you can use the Advanced Payment Manager to request a separate payment for each item on an invoice.

Accept payments that your customers have mailed to a lockbox provider

Zuora Collect includes the Configurable Lockbox app from the Connect Marketplace.

Limitations

  • Zuora Collect is not available with all editions of the Zuora Central Platform. See Zuora Editions for more information.
  • Zuora Collect is only available in the US Production environment and the US Sandbox environment.
  • To use the Configurable Payment Retry feature, you must have the Invoice Settlement feature enabled in your Zuora tenant.
  • Zuora Collect includes a limited number of workflow tasks. You can purchase additional workflow tasks if required. See Zuora Editions for more information.

Configure Zuora Collect

The functionality of Zuora Collect is divided into several different features. Zuora recommends that you configure the features in the following order:

  1. Zuora Connect
  2. Your Zuora tenant
  3. Workflow
  4. Configurable Payment Retry
  5. Collections Window
  6. Advanced Payment Manager
  7. Configurable Lockbox

Zuora Connect

If you do not have a Zuora Connect account, visit https://connect.zuora.com/users/register to sign up. See Sign Up for a Zuora Connect Account for more information.

After you have signed up for a Zuora Connect account, you must link your Zuora tenant with your Zuora Connect account. To do this, follow the procedure in Link Your Zuora Tenant and Connect. You must perform this procedure in Zuora Connect.

You must then install the Zuora Collect features in your Zuora tenant. The features to install are listed in Zuora Collect Features to be Installed, along with the settings that you will need to specify when installing each feature. To install each feature, follow the "Install an App" procedure in Connect Marketplace.

Your Zuora Tenant

Zuora Collect tracks payments using custom fields in your Zuora tenant. To define the required custom fields:

  1. Follow the "Configure Custom Fields" procedure in the Configurable Payment Retry instructions.

  2. Follow the "Configure Custom Fields" procedure the Installation and Configuration instructions for the Collections Window. Instructions for the Collections Window are located in the Help area within Zuora Connect.

  3. Follow the "Configure Custom Fields" procedure the Installation and Configuration instructions for the Advanced Payment Manager. Instructions for the Advanced Payment Manager are located in the Help area within Zuora Connect.

Follow the "Configure Callout Notifications" procedure in the Configurable Payment Retry instructions to define a callout notification for the Configurable Payment Retry feature.

Configurable Payment Retry

The Configurable Payment Retry feature enables you to configure retry logic for failed electronic payments based on customer profiles and payment gateway response codes. You can improve your collections process with reports and metrics that benchmark performance over time.

To configure the Configurable Payment Retry feature, navigate to My Connect > Configurable Payment Retry in your Zuora tenant, then follow the "Configure App Settings" procedure in the Configurable Payment Retry instructions.

Workflow

Workflow helps to improve your operational efficiency by automating business processes such as customer outreach and suspension or resumption of service based on customer payment status. You can design automated dunning processes by creating your own workflow or configuring a predefined workflow. Your automated processes can depend on varying circumstances such as payment records and account balances.

To access Workflow, navigate to My Connect > Workflow in your Zuora tenant. Zuora recommends that you take the self-guided tour to learn how to create and configure workflows.

You can configure workflows to:

  • Integrate with the Configurable Payment Retry feature, so that workflows are triggered from your payment retry logic.

  • Include manual tasks that can be assigned to, or require approval from, a collections agent. For example, this functionality makes it possible for a collections agent to review the application of a late fee or approve the suspension of a subscription before Zuora performs the action.

When a workflow is triggered from your payment retry logic, the Configurable Payment Retry feature passes data to the workflow via parameters. The Configurable Payment Retry feature passes the account ID of the failed payment and the ID of the single payment.

To configure the parameters of a workflow:

  1. In Workflow, navigate to the particular workflow, then click Edit.

  2. Select the Settings tab.

  3. Click Workflow_Plus.png to add a new parameter.

  4. In the Mapped Input Fields and Params area, define the following parameter:

    • Callout Field Name - paymentId
    • Object - Workflow
    • Field Name - paymentId
    • Data Type - Text
  5. In the Mapped Input Fields and Params area, define the following parameter:

    • Callout Field Name - accountId
    • Object - Workflow
    • Field Name - accountId
    • Data Type - Text
  6. Click Update:

    Workflow_Params.png

Collections Window

The Collections Window enables your collections agents to track the collect status of their assigned accounts, document their collection attempts, and approve automated processes that are implemented as workflows.

When you configure the Collections Window, you will set the time that the Collections Window fetches the latest collect status data each day.

To configure the Collections Window, follow the Installation and Configuration instructions for the Collections Window. Instructions for the Collections Window are located in the Help area within Zuora Connect. You will need the API token of the Workflow feature.

Advanced Payment Manager

The Advanced Payment Manager enables payment flexibility for your subscribers. With Advanced Payment Manager, payment methods can be associated with subscriptions instead of accounts.

You can also use Advanced Payment Manager to define subscription-centric payment logic that sets payment runs, specifies whether to apply credit balances, and specifies when to use default payment methods.

To configure the Advanced Payment Manager, follow the Installation and Configuration instructions for the Advanced Payment Manager. Instructions for the Advanced Payment Manager are located in the Help area within Zuora Connect.

Configurable Lockbox

The Configurable Lockbox feature helps to improve operational efficiency by automating payment to invoice matching for check and ACH payments received from the lockbox bank provider.

If you want to use the Configurable Lockbox feature, navigate to My Connect > Configurable Lockbox in your Zuora tenant, then follow the "Configuration" procedure in the Configurable Lockbox instructions.

Manage Your Collections Agents

All users in your Zuora tenant can use the Collections Window to view the collect status and payment history of your customer accounts. However, only designated collections agents can modify the collect status of accounts and approve automated processes.

A collections agent can only modify the collect status of accounts that have been assigned to the collections agent. Additionally, a collections agent can only approve automated processes if the collections agent is listed as an approver on the corresponding manual task in the Workflow feature.

Once a user has accessed the Collections Window in your Zuora tenant, the user is considered a collections agent and can be assigned accounts. To assign accounts to a collections agent, follow the Installation and Configuration instructions for the Collections Window. Instructions for the Collections Window are located in the Help area within Zuora Connect.

Start Using Zuora Collect

After you have configured each feature of Zuora Collect, your collections agents can start to use the Collections Window to track the collect status of their assigned accounts, document their collection attempts, and approve automated processes.

When you are ready for your collections agents to start using the Collections Window, perform a bill run for all accounts in your Zuora tenant, then perform a payment run.

The Configurable Payment Retry feature will detect the payment run and start to apply your payment retry logic. However, your collections agents will not see any collect statuses until the Collections Window refreshes for the day. The Collections Window will refresh at the time you specified when configuring the Collections Window.

For more information about using Zuora Collect, contact your Zuora representative.

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