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Step 10: the fee and the close

Answers: how do I record the fee? how do I record a check on the invoice, void it, refund it or send its pay link again? how does a case close? what happens on a closed case?

A hired case (the customer signed the agreement) closes when it has a final Outcome and Fee paid is anything but No. A case where the customer never signed closes as soon as it has a final Outcome. (Counteroffer pending, Carrier review report received and Court are not final: the case waits at 6.2 Outcome pending.) Set Fee paid when the money is in. pdrOS then closes the case, switches Sarah off and stops everything else. If the case was won, it also asks the customer for a review.

Fee paid ⚡

Fee paid is in the folder CASE on the contact profile. Its choices are No, Square, Venmo, Check, Cash and Waived.

  • Square: written for you when a Square invoice is paid by card (you also get a text). You can set it yourself if you took a card payment another way.
  • Venmo and Check: set it yourself when the money arrives.
  • For cash, pick Cash in Fee paid, then record it on the invoice as Cash.
  • Waived: you chose not to charge. Closes the case like a payment.

Set Fee paid yourself

You can also start from the task Fee not paid · NAME. In the left menu, click Tasks. Click its row, then Open Full View. Click the link under WHERE (after the words "Open the case"). The contact profile opens in a new browser tab. Then start at step 4.

  1. In the left menu, click Contacts.
  2. Click in the search box at the top of the list and type the customer's last name or RO number (your case number).
  3. Click the customer's name in the list. Their contact profile opens. You are in the right place when you see the customer's name at the top left and their texts in the middle.
  4. On the left side of the contact profile, scroll down to the folder CASE and click the folder's name to open it. (If you already see its fields, it is open: clicking its name again closes it.)
  5. Click the box under Fee paid ⚡ and pick how it was paid: Square, Venmo, Check, Cash or Waived.
  6. Click the blue Save button at the bottom of the left side.

Folder CASE open: the Fee paid list open with No, Square, Venmo, Check, Waived, Cash.

Folder CASE open: the Fee paid list open with No, Square, Venmo, Check, Waived, Cash.

If the money came by check, cash or Venmo, now record it on the invoice (steps below). If you picked Waived, void the invoice (steps below).

If you had the task Fee not paid · NAME, close it:

  1. In the left menu, click Tasks. My Tasks opens. You are in the right place when you see the boxes Overdue, Due Today, This Week and Completed at the top.
  2. Click the row Fee not paid · NAME (click Due Today or Overdue at the top if you do not see it). A short preview opens under it.
  3. Click Open Full View.
  4. Click the green Mark Complete button at the bottom right of the full view.

If the task is already gone when you come back, pdrOS closed it because the step happened.

The invoice

The Square invoice sends the customer its own reminders. If the fee came another way, record the payment on the invoice so the reminders stop. Void the invoice only when you waive the fee. Order matters: set Fee paid first, then record the payment on the invoice. If the invoice turns Paid while Fee paid still says No, pdrOS writes Square in Fee paid, even for a check. Every invoice is under Invoices in the left menu.

Invoices: the list with each invoice's status, the three dots at the right end of one row circled.

Invoices: the list with each invoice's status, the three dots at the right end of one row circled.

Record a check, cash or Venmo on the invoice

  1. In the left menu, click Invoices. You are in the right place when you see the list of invoices, each with its status.
  2. Find the customer's name in the list.
  3. Click the three dots at the right end of the invoice's row.
  4. Click Record Payment.
  5. Click Record Manually.
  6. Pick Check for a check, Cash for cash, or the choice that fits Venmo (Other if it is offered).
  7. Type the amount and the date.
  8. Click Submit.

Void the invoice (a waived fee)

A paid invoice cannot be voided; refund it first (below).

  1. In the left menu, click Invoices. You are in the right place when you see the list of invoices, each with its status.
  2. Find the customer's name in the list.
  3. Click the three dots at the right end of the invoice's row.
  4. Click Void.

Refund a card payment

  1. In the left menu, click Invoices. You are in the right place when you see the list of invoices, each with its status.
  2. Find the customer's name in the list and click their invoice to open it.
  3. Click the three dots at the top right of the invoice (next to Save).
  4. Click View Transaction (it shows only on a paid invoice).
  5. Click Refund. If you do not see View Transaction, tell us (in the left menu, click Support, then the orange Support Ticket button) and we refund it with you.

A refund does not change the case.

If the customer cannot find the invoice text:

  1. In the left menu, click Invoices. You are in the right place when you see the list of invoices, each with its status.
  2. Find the customer's invoice in the list.
  3. Click the three dots at the right end of its row.
  4. Click Copy Link.
  5. In the left menu, click Contacts.
  6. Click in the search box at the top of the list and type the customer's last name or RO number.
  7. Click the customer's name in the list. Their contact profile opens. You are in the right place when you see the customer's name at the top left and their texts in the middle.
  8. At the bottom of the middle of the contact profile is the message box. At its left end, click the small button with a down arrow and pick SMS.
  9. Click in the box.
  10. Press Ctrl and V together to paste the link (on a Mac, Cmd and V). Send the link alone, with no words around it.
  11. Click the paper-plane button at the right end to send.

The fee guard

After settlement, while Fee paid is No: - The case sits at 6.1 Fee due with the task Fee not paid · NAME. - Day 14: your phone gets "the fee on NAME is still unpaid after 14 days. The invoice keeps reminding them". - Day 28: a note; the task stays open.

pdrOS itself sends the customer no fee reminders; the Square invoice does that.

A hired case cannot close while Fee paid is No: whatever the Outcome, it waits at 6.1 Fee due with the task Fee not paid · NAME. A case where the customer never signed closes as soon as it has an Outcome. A fee paid early (before there is an Outcome) is recorded and waits.

The close, within a minute of Fee paid

  1. Outcome recorded date is written; the case moves to 6.3 Closed; Case status changes to "Closed. Thank you."
  2. Sarah is switched off for this customer. Every chase, reminder, clock and outcome ask stops.
  3. If the case was won (Settled or Report only), the customer gets the review ask: "thank you for trusting Collision Safety Consultants of PA with your claim. If we did right by you, a short Google review helps the next person" and the Google link in its own text. Only once per case.

What still works on a closed case

  • Switches, uploads, numbers, dates and a type change do nothing (a switch gives you the "did not go" text five minutes later).
  • A text or email from the customer still arrives in the middle of their contact profile; Sarah does not answer, you do.
  • A message from them with the word refund still texts you and gives you the task URGENT · refund request · NAME. Call them now, then mark the task complete.
  • If they use their old signup link again, nothing opens and your phone gets a text: "NAME submitted the signup on a closed case".
  • Setting Fee paid again (say Check after Square) runs the close again but sends no second review ask.

A new claim from an old customer

Start the new case with your plain signup link: open your bookmark named "Signup" (Your three links) and fill it with the customer on the phone. A customer with two cases has two contact profiles that share one phone number. Until we move the number, every text from that customer lands on the older contact profile. If the older case is closed, Sarah is off there and nobody answers. Tell us the day the new case opens (in the left menu, click Support, then the orange Support Ticket button); we move the phone number to the open case. More in When something goes wrong.

If something looks wrong

If you set Fee paid and the case did not close, then it has no Outcome yet (no award, no summary, no ending). The fee is recorded; the close happens when the Outcome arrives. To check:

  1. In the left menu, click Contacts.
  2. Click in the search box at the top of the list and type the customer's last name or RO number.
  3. Click the customer's name in the list. Their contact profile opens. You are in the right place when you see the customer's name at the top left and their texts in the middle.
  4. On the left side of the contact profile, scroll down to the folder OUTCOME and click the folder's name to open it.
  5. Look at Outcome. If it is empty, the case is still waiting for its ending.

If the review text went to a customer you did not want asked, then it goes once only; nothing further is sent. Tell us (in the left menu, click Support, then the orange Support Ticket button) if you want the review ask off for a case type.

Did this page not match what you see? Ask the support chat or open a support ticket. We change the page, not you.