# Client & Invoice Follow-up

**Goal:** Simple calendar-based system to manage client check-ins, reminders, and followups.

## Core Policy

**Invoices must be sent AND paid before clients receive their devices back.** No exceptions.

## Implementation

Calendar events and reminders handle everything:
- Set reminder when invoice is sent
- Set followup event if unpaid after 3 days
- Set pickup notification event when repair complete (only after payment confirmed)
- Set quote followup reminder (one-time, 2 days after sending)

## Integration (Pending)

Once the repair tracker is back online:
- Link invoice numbers to repair tracker events
- Link shipping tracking numbers to repair tracker events
- Calendar events reference tracker IDs for easy lookup

## Priority Matrix

| Status | Action | Calendar Event |
|--------|--------|----------------|
| Invoice sent, unpaid 3+ days | Follow up | Reminder triggers |
| Invoice paid, repair complete | Notify for pickup | Same-day event |
| Quote sent, no response 2+ days | Follow up once | One-time reminder |
| Repair in progress | No action needed | No event |
| Waiting on parts | No action until parts arrive | No event |

## Daily Workflow

### Morning (10-15 min)
1. Check calendar for today's followup events
2. Process any invoice payment reminders
3. Send pickup notifications (payment confirmed only)
4. Handle quote followups

### Follow-up Templates

#### Unpaid Invoice (3+ days)
```
Hi [NAME],

Just a quick reminder that invoice #[NUMBER] for $[AMOUNT] 
is ready for payment. Let me know if you have any questions!

[PAYMENT LINK]

Thanks,
Motherboard Repair CA
```

#### Repair Complete - Pickup (send ONLY after payment confirmed)
```
Hi [NAME],

Great news! Your [DEVICE] repair is complete and ready 
for pickup. We're available [HOURS].

See you soon!
Motherboard Repair CA
```

#### Quote Follow-up (one time only)
```
Hi [NAME],

Following up on the repair quote we sent for your [DEVICE]. 
Happy to answer any questions if you're still considering it.

No pressure either way - just let us know!

Motherboard Repair CA
```

## What NOT to Do
- **Don't release devices until invoice is paid** - no exceptions
- Don't send pickup notifications before payment is confirmed
- Don't follow up on quotes more than once
- Don't check on repairs still in progress
- Don't bug clients about parts delays (that's our problem, not theirs)
- Don't send multiple reminders per day

## Escalation
Flag these for immediate attention:
- Invoice unpaid 7+ days (device held until paid)
- Client requesting device before payment (explain policy)
- Client complaint or dispute
- Repair complete + paid but no pickup after 14 days
- Any angry/urgent messages

## Weekly Metrics to Track
- Invoices sent vs paid
- Average time to payment
- Quotes converted to repairs
- Pickup wait times