Process Runbook / SOP

Trigger

An issued invoice passes its due date with a balance still owing in Xero.

Output

Staged reminders sent with pay links, payments auto-matched and reconciled, team notified. Replies and disputes routed to a person.

Agents

Chase Scheduler Agent, Reminder Sender Agent, Payment Reconciliation Agent

Tools

Xero (invoicing and reconciliation), Gmail (reminder delivery), Stripe (pay links and card payments), FullSpec Automation (orchestration and monitoring)

Volume

~120 invoices/month. Checked daily; reminders staged per invoice.

Human checkpoint

Step 5: the bookkeeper handles any client reply, promise to pay, dispute, or escalation to a partner. All other steps are automated.

Process owner

Jordan Yang (Process owner). Finance approver: Dana Reyes. Practice operations: Sam Okafor.

Step

Name

Type

Actor

Tool

What happens

1

Detect overdue invoice

Automated

Chase Scheduler Agent

Xero

The agent watches all open invoices. When a due date passes with a balance owing, it flags the invoice and opens a chase record.

2

Stage reminder sequence

Automated

Chase Scheduler Agent

FullSpec Automation

The agent builds a prioritised chase list and schedules each reminder based on how many days overdue the invoice is.

3

Send reminder with pay link

Automated

Reminder Sender Agent

Gmail, Stripe

At the scheduled time, the agent sends the reminder email with the invoice attached and a Stripe pay link embedded.

4

Log send activity

Automated

Reminder Sender Agent

FullSpec Automation

Every send is written to the activity log automatically, including timestamp, recipient, and invoice reference.

5

Handle client reply or escalation

Human

Bookkeeper

Gmail

If a client replies, disputes the invoice, or makes a promise to pay, the bookkeeper reads the reply and takes appropriate action. Stubborn accounts are escalated to the partner.

6

Match incoming payment

Automated

Payment Reconciliation Agent

Xero

When a payment is detected, the agent matches it to the correct open invoice, handles partial amounts, and marks the invoice reconciled.

7

Notify team

Automated

Payment Reconciliation Agent

FullSpec Automation

A notification is sent to the team confirming the invoice is closed and reconciled.

Situation

What the system does

What you do

Client replies to a reminder

The reply is detected and routed out of the automated sequence. No further reminders are sent to that client until the sequence is manually restarted.

Read the reply and respond directly. If a payment plan or dispute is agreed, update the invoice status in Xero so the sequence does not restart incorrectly.

Partial payment received

The Payment Reconciliation Agent matches the amount received, updates the outstanding balance on the invoice, and continues the chase sequence for the remaining balance.

Confirm the remaining balance is correct in Xero. If a payment plan was agreed, pause or adjust the reminder cadence for that invoice.

Payment cannot be matched to an invoice

The unmatched payment is flagged in FullSpec Automation with the transaction details and held for review. No invoice is marked paid.

Open the flagged item, identify the correct invoice manually in Xero, apply the payment, and clear the flag.

Invoice is disputed by the client

No automated action. The flag from Step 5 (client reply) is already active, so the sequence is paused.

Handle the dispute directly with the client. Raise a credit note or corrected invoice in Xero if needed. Restart the chase sequence only once the dispute is resolved.

Account marked as sensitive or do-not-chase

If the invoice is tagged in Xero with the agreed exclusion label, the Chase Scheduler Agent skips it and does not stage any reminders.

Ensure the correct exclusion label is applied in Xero before the next daily check runs. Confirm with the partner if unsure.

Reminder send fails (email bounce or delivery error)

The failure is logged in FullSpec Automation and the bookkeeper is notified with the invoice reference and error detail.

Check the client email address in Xero, correct it if needed, and trigger a manual resend or restart the sequence for that invoice.

Symptom

First action

No reminders sent for 24+ hours despite overdue invoices in Xero

Check the FullSpec Automation dashboard for paused or failed runs. Verify the Xero connection is still authenticated. Re-authorise the Xero integration if the token has expired.

Reminders sent but pay links not working

Check the Stripe connection in FullSpec Automation. Confirm the Stripe account is active and the API key has not been rotated. Update the key if needed and test with a single invoice.

Payments coming in but invoices not being marked reconciled

Check the Payment Reconciliation Agent status in FullSpec Automation. Confirm the Xero bank feed is live and up to date. Manually reconcile any missed payments in Xero while the issue is resolved.

Activity log not updating after sends

Check FullSpec Automation for logging errors on the Reminder Sender Agent. Restart the logging step if it shows as stalled. Contact FullSpec support if the issue persists beyond one run cycle.

Chase sequence restarting for an invoice already paid

Confirm the invoice is marked fully paid and reconciled in Xero, not just partially applied. The agent reads Xero status directly, so a balance of $0 is required to stop the sequence.

Team notifications not arriving

Check the notification channel configuration in FullSpec Automation. Confirm the destination (email or messaging channel) is still active. Update the destination address if the team inbox has changed.

Situation

Contact

Role

How to reach them

Automation stops running or a step fails

Jordan Yang

Process owner

[Insert email or messaging handle]

Disputed invoice or sensitive account decision

Dana Reyes

Finance approver

[Insert email or messaging handle]

Operational or team escalation

Sam Okafor

Practice operations

[Insert email or messaging handle]

Xero connection or reconciliation issue

[Xero admin contact]

Xero account owner

[Insert email or support link]

Stripe pay link or payment gateway issue

[Stripe admin contact]

Stripe account owner

[Insert email or Stripe dashboard support]

FullSpec Automation platform issue

FullSpec Support

Platform support

[Insert FullSpec support email or portal URL]

Gmail sending or authentication issue

[IT or Google Workspace admin]

Email admin

[Insert contact or helpdesk link]

Timing

Task

Owner

Notes

Daily

Scan FullSpec Automation dashboard for any failed runs or flagged items from the previous 24 hours.

Bookkeeper

Takes under 5 minutes. Any red flags should be actioned before the next reminder batch runs.

Daily

Check the inbox for client replies routed out of the automated sequence and respond within one business day.

Bookkeeper

Replies halt the automated sequence for that client. Do not leave them unread for more than one day.

Weekly

Review the aged receivables summary in Xero and confirm the automation has chased all invoices that should have been chased.

Bookkeeper / Jordan Yang

Cross-reference against the FullSpec activity log. Spot any invoices the sequence missed or skipped unexpectedly.

Weekly

Confirm Xero bank feed is current and all matched payments have reconciled correctly.

Bookkeeper

Unreconciled items older than 7 days should be reviewed manually.

Monthly

Review reminder cadence and tone. Adjust staging rules in FullSpec Automation if collection patterns have changed.

Jordan Yang / Dana Reyes

Changes to reminder timing or wording require partner agreement before being applied.

Monthly

Check that no active Xero or Stripe API credentials have expired or been rotated without the automation being updated.

Jordan Yang

Expired credentials are the most common cause of silent failures. Add a calendar reminder.

Quarterly

Review average days to payment against the 31-day target and reminders-sent-on-time rate (target: 100%).

Jordan Yang / Dana Reyes

If average days to payment rises above 35, review the reminder cadence and escalation threshold.

Quarterly

Audit the exclusion label list in Xero. Confirm all tagged accounts still warrant exclusion from automated chasing.

Dana Reyes

Remove tags for accounts that have resolved their issues so the automation can resume normal chasing.

Annually

Full review of the automation against current invoice volume, tooling, and business rules. Update this runbook if anything has changed.

Jordan Yang

If invoice volume grows significantly above 120/month, check FullSpec Automation plan limits and Stripe rate limits.