Who this is for: AR teams who answer customer questions about collections emails.
Availability: AR Collections.
Customers sometimes ask whether the invoice links in a collections email are genuine. This article explains what the links are, and gives wording you can pass on to them.
Invoice links
A collections email lists the customer's open invoices in a table. Where a PDF copy of an invoice is available, the invoice number in that table is a link.
The link opens a read-only PDF copy of that one invoice. It opens on an auditoria.ai address. Your customer does not sign in to open it.
Statements are sent as separate PDF attachments on the same email.
Invoices without a link
Not every invoice number is a link. A link appears only where a PDF copy of that invoice is available. Invoice numbers without a PDF appear as plain text.
Payment buttons
A collections email can also carry Pay by Credit Card and Pay by ACH buttons. You set these per email template under Payment Method.
Note: Payment buttons lead to a payment flow, and that flow asks for payment details. Do not tell a customer that nothing in the email asks for bank or card details. Keep any reassurance to the invoice link itself.
Wording for your customers
Use this wording when a customer asks whether the invoice links are genuine. Replace the bracketed values.
Suggested reply
This reminder was sent by [Company] Accounts Receivable through Auditoria, our accounts receivable provider.
Where an invoice number in the table is a link, it opens a read-only PDF copy of that invoice on an auditoria.ai address. You do not need to sign in to open it.
If the email also shows a Pay by Credit Card or Pay by ACH button, those are for making a payment, and they will ask you for payment details.
If you would rather not use the link, contact us at [AR email or phone] and we will send the invoice to you directly.
Unsafe statements
Two statements are unsafe to send, whatever the customer asks.
- Do not say the email will never ask for bank or card details. That is untrue wherever payment buttons are switched on.
- Do not describe the link as going to a billing partner. It goes to an auditoria.ai address.