1. Issue Overview

When a client account falls into arrears, the system is designed to automatically generate and dispatch a scheduled Demand Letter. However, a text-rendering engine mismatch can sometimes cause the system to fail to send these notices automatically.

2. Why This Happens (Root Cause)

The platform includes a built-in safety rule to prevent compliance issues: it will suppress and not send a demand notice if the written text field for the arrears balance reads verbatim as "Kenya Shillings Zero".

Due to a backend translation bug, the system can erroneously render an account's text balance field as zero, even when a numerical balance actually exists. This false reading tricks the system into triggering the suppression rule, blocking the automated workflow.

3. Immediate Self-Service Resolution

To help you fix this quickly without waiting for support, a "Send Demand Letter" button has been added directly to your CRM interface.

Why use the button?

• Quick Fix: Automated system demand letters are only triggered and sent on specific interval milestones (for instance, on day 8 and day 22 of arrears).

• Instant Dispatch: If you notice a customer has passed their milestone day and hasn't received their letter, you can use this button to instantly force the system to resend the notice manually.

4. Next Steps

Always verify the dispatch status on your CRM dashboard first. If the letter fails to send even after clicking the manual resend button, please raise the issue to support through your authorized communication channels so our engineering team can check the backend text-string synchronization for that account.