What happens after a call

After every call, Gary tells you what happened and takes the next step for you. Here’s what each result means.

The results you’ll see

Promise to pay: the customer agreed a date. Gary emails them a confirmation and reminds them before the date. Watch for the payment in Xero.
Paid on the call: the customer paid there and then, by card over the phone. Gary takes the payment securely, confirms it, and marks the invoice so it reconciles against Xero. See Credits and billing.
Payment plan agreed: the customer couldn’t pay in full, so Gary split the invoice into a few instalments over the following weeks. This is an exception Gary only offers later in the chase, never on the first call, and only when someone genuinely can’t pay it all at once. Each instalment is collected on its date and you’re paid as they come in; there’s no interest or fee for spreading it.
Invoice not received: they say it never arrived. Gary resends it during the call, to the address they confirm.
Paid already: they say it’s paid. Gary flags it so you can check Xero and close it off.
Paid, no reference: they paid but without a reference, so it’s hard to match. Gary flags it for you to reconcile.
Wrong person: Gary reached the wrong contact. If they point him to someone else who can pay, Gary reads the number back to check it, asks if it’s alright to call that person, and then rings the new number straight away. The number came from the person who answered, so Gary marks it From a call and flags it for you to check, it may be wrong or a misdirection.
Query or dispute: the customer questions the invoice. Gary does not argue. He notes the reason, pauses chasing that invoice, offers to book a time for your team to talk it through, and hands it back to you.
Callback requested: they asked to be called another time. Gary reschedules within your calling window.
No answer: nobody picked up. Gary tries again the same day (after 1 hour, then 2, then 4), then starts fresh the next day while the invoice is owing. Unanswered calls don’t count against your conversation limits.
Wrong number: the number isn’t right. Gary stops calling it and flags the contact so you can fix the number.
Opted out: the customer asked not to be called again. Gary stops straight away and adds them to your do-not-call list. See Troubleshooting to reverse this if it was a mistake.

When Gary stops and hands it back

If Gary reaches your customer five times about the same invoice and it’s still unpaid, he stops calling it and flags it for you to escalate, usually to debt collection. Reaching someone that many times without payment is past what a friendly reminder can do. You’ll see an Escalate to debt collection follow-up, and Gary won’t spend more calls on that invoice.

Before it comes to that, if the customer says they simply can’t pay it all at once, Gary may offer a payment plan instead (see above), often the difference between a write-off and getting paid in instalments.

Disputes are always handed back

Gary is a friendly reminder, not a debt collector. The moment a customer disputes a bill or asks to stop, Gary logs it, ends the call politely, and leaves it with you. He never pushes back, threatens, or claims more is owed.

Where to see it

Open a call on the Calls page to read what was said, play the recording, and see the result and any promise date.