In this article, you will learn how to check why a member is not appearing in the dunning run and how to systematically verify the key settings in the software.
Content
- Introduction
- Are there any open items eligible for dunning?
- Is there a dunning block or manual exclusion?
- Do the open items meet the dunning rules (due date, minimum amount, waiting periods)?
- Payment agreements: Installment plan, deferral, collection
- Filters and settings in the current dunning run
- Is the location/client correct?
- Communication & dispatch channels
- Chargebacks and payment runs
- Logs, history, and last dunning level
- Typical special cases (credit, overpayment, cancellation)
- Useful check paths in Magicline
Fast lane
- Open member: Member / Finances / Account / Open Items → Are there overdue and unpaid items?
- Member / Account Balance Widget → Dunning block/stop active?
- Settings / Finances / Dunning / Dunning Profiles → Check minimum amount, days after due date, waiting period between dunning levels.
- Member / Finances → Installment plan/deferral active? Marked for collection?
- Open dunning run: Finances / Dunning / Dunning Run → Check key date, location, dunning profile filter, dispatch channels.
- Finances / Payment Runs → Are there still pending collections/debits, chargebacks, or credits affecting the balance?
- Check Log/History in Dunning (if available) → Has the debtor already been dunned / is waiting for the next level?
Introduction
If a member does not appear in the dunning run, in most cases it is because there is no matching rule. To check this, we first examine the following characteristics of the customer:
- What is the customer's payment method (direct debit, etc.)?
- What is the customer's dunning level? None, 1, 2, etc.
- How many failed payments (chargebacks) are open?
- What was the last reason for the failed payment? (Other, etc.)
- Is there no dunning stop in place?
Once we have checked these points, we go to the dunning settings for the customer's payment method (Settings / Finances / Dunning / Payment Method).
There, we look at the rules that are configured for the customer's corresponding dunning level.
It seems there is no rule that matches the customer's characteristics.
Then, check if there is a rule that covers the reason for the last chargeback.
If not, one must be created.
If yes, you need to check why it is not being applied.
Are there any open items eligible for dunning?
Open the member under Member / Finances / Account / Open Items. Check:
- Status: Item is open (not paid, not canceled).
- Due Date: The due date is before the dunning run's key date.
- Amount: The remaining amount is above the minimum amount defined in the dunning profile.
- Balance: No credit/overpayment reduces the item to ≤ the minimum amount.
Is there a dunning block or manual exclusion?
Check under Member / Account Balance Widget:
- Dunning block/stop (temporary or permanent).
- Exclusion from dunning run at the debtor or claim level (e.g., marked as "not dunnable").
- Handover to collection: Debtors in collection are generally not dunned further.
Do the open items meet the dunning rules (due date, minimum amount, waiting periods)?
Check under Settings / Finances / Dunning / Dunning Profiles:
- Days after due date until the 1st dunning level.
- Waiting period between dunning levels (e.g., 10/14 days).
- Minimum amount per dunning level.
- Grace period: Is the item perhaps still too "new"?
If the item does not (yet) meet the thresholds, it will not be included in the dunning run.
Payment agreements: Installment plan, deferral, collection
Check under Member / Finances:
- Installment plan active? Scheduled installments are often excluded from the dunning run.
- Deferral/payment term extended? Then the item may not yet be due.
- Collection flag set? → Usually results in exclusion from the dunning run.
Filters and settings in the current dunning run
In the Finances / Dunning / Dunning Run area, ensure:
- Key date is correct (does it cover all relevant due dates)?
- Location/client filter is appropriate?
- Dunning profile filter (if set) includes the profile of the affected items?
- Dispatch options: Settings like "only deliverable reminders" can skip debtors without a valid address/email.
- Options like "only active contracts" can hide former members.
Is the location/client correct?
- Does the open item belong to the same location/client in which you are starting the dunning run?
- Check the location for the member and the items (document/contract location).
Communication & dispatch channels
- For email reminders: Is a valid email available and not blocked?
- For postal reminders: Is a complete postal address available?
- Depending on the dunning run options, members without a usable channel may be excluded.
Chargebacks and payment runs
- Is there an open direct debit still being processed? Some workflows only start dunning after completion or chargeback.
- Chargeback posted? Fees/credits can change the remaining amount.
- Credits/settlements recently posted that push the item below the minimum amount?
Logs, history, and last dunning level
- Dunning history in the member profile: Has the item already been dunned, and has the waiting period until the next level not yet been reached?
- Last dunning level reached? Depending on the profile, no further dunning will occur.
- Dunning run log/report (if available): Reasons for exclusions are often listed there.
Typical special cases (credit, overpayment, cancellation)
- Partial payments or overpayments can bring the remaining amount below the threshold.
- Cancellation/recreation of documents: Check that you are looking at the current open item.
- Non-dunnable document types (depending on configuration) – e.g., certain shop documents may not be dunned.
Useful check paths in Magicline
- Member / Finances / Account / Open Items (details per item)
- Member / Account Balance Widget (dunning block, exclusion)
- Settings / Finances / Dunning / Dunning Profiles (rules & thresholds)
- Finances / Dunning / Dunning Run (filters, key date, dispatch)
- Finances / Payment Runs (collections, chargebacks)
- Reports / Logs (dunning run report, if available)
Note: If it is still unclear why the member is missing after these checks, please collect the following: Member name/ID & location, a screenshot of the Open Items including due date/remaining amount, the relevant Dunning Profile rules, the settings/filters of the specific dunning run. Also, include any information on dunning blocks, installment plans, deferrals, or collection status. This will significantly speed up the analysis.