Sending a payment reminder makes almost everyone feel uncomfortable: you worry about coming across as pushy or damaging your relationship with a customer who is otherwise reliable. But an overdue payment that goes unaddressed can quickly become a habit. The good news is that most late payments are not caused by bad intentions: an overlooked invoice, someone in the finance department being on holiday, or a forgotten payment. With a simple system, you can get paid while keeping the relationship on good terms.
Before a Payment Becomes Overdue: Prevention
- Clearly state the due date on your quotation and invoice (not just "30 days": specify an actual date).
- Explain how to pay: IBAN, account holder's name and payment reference.
- Request a deposit for lengthy projects or supplies: this reduces your financial exposure.
- Send the invoice straight away, rather than waiting until the end of the month: every day you delay issuing it also delays payment.
- Thank customers when they pay: a short message reinforces good payment habits.
A Reminder Before the Due Date
Some customers appreciate this, especially businesses with an accounts department: a few days before the due date, send a polite email including the invoice number, amount and due date. It is not a payment reminder; it is a service.
Three Levels of Tone
With a consistent system in place, you do not have to decide what to write every time. Three steps, with the tone gradually becoming firmer:
- Polite, a few days after the due date: "Perhaps something has slipped through the cracks: this is a friendly reminder that invoice no. … for … euros was due on …. If you have already made the payment, please disregard this email."
- Firm but professional, after one or two weeks: refer to the invoice details and ask the customer to confirm the expected payment date.
- Formal, when the delay becomes prolonged: remind the customer of the agreed terms and specify a deadline by which the outstanding amount must be settled.
In every case: keep it brief, include accurate details, avoid making accusations, and attach the invoice. The person who needs to pay should be able to do so immediately, without having to look for anything else.
When to Pick Up the Phone
After a second unanswered message, a two-minute phone call is worth more than ten emails. Ask whether the invoice has arrived and when it can be paid; make a note of the promised date and follow up on that day.
Keep a Record of Every Step
Keep track of what you sent, when you sent it and to whom. Should a late payment ever turn into a serious issue, having a detailed record will help you during negotiations and when dealing with your legal adviser. Specific rules apply to late payments between businesses, including interest charges. To understand how these rules apply to your particular situation, consult your accountant or a legal professional.
Automate Without Losing the Personal Touch
When you have a large number of invoices, the risk is that some may slip through the cracks. CursusOffice can send payment reminders for you, but the feature is disabled by default: you decide when to enable it, how many days after the due date the first reminder should be sent, how often it should be repeated and the maximum number of reminders. Each invoice can have its own settings, and you can rewrite the messages for all three levels in your own words, using placeholders such as the customer's name, invoice number and amount. The "overdue" status is always calculated based on recorded payments, so a customer who has already paid will not receive any reminders. And when you need a personalised message for an important customer, you can write and send it directly from the invoice itself.
In Summary
- Clear due dates and payment details, with invoices sent promptly.
- A reminder beforehand, when the customer appreciates it.
- Three levels of tone, from polite to formal.
- A phone call after the second message.
- A complete record of every step, and professional advice for difficult cases.
A well-written payment reminder is not a confrontation: it is part of the service you provide, just like a clear quotation.
