Assume it is admin, not refusal
Most unpaid invoices are not a refusal to pay. They are an invoice that went to the wrong person, landed after a payment run, got queried and never came back, or is sitting in an approvals queue. Starting from that assumption keeps the first two contacts friendly, which is where the majority get resolved.
The schedule
| When | What to do |
|---|---|
| 3 days before due | Short, friendly reminder that it is coming up. |
| On the due date | Note that it is due today, with the payment link and banking details. |
| 3 days overdue | Ask directly whether there is a query holding it up. |
| 7 days overdue | Phone the person who signed off the work, not accounts. |
| 14 days overdue | Statement showing the full balance with ageing, and a firm request. |
| 30 days overdue | Final notice, and stop further work for that client. |
Wording you can use
First reminder, on the due date:
Hi [Name], just a quick note that invoice [number] for [amount] is due today. You can pay it online here: [link], or by EFT using the details on the invoice. Please let me know if anything on it needs clarifying. Thanks, [Your name]
Firmer, at around a week overdue:
Hi [Name], invoice [number] for [amount] was due on [date] and is still showing as unpaid on my side. Is there a query holding it up, or can I expect it in this week's payment run? Happy to resend anything you need. [link]
Final notice, at around 30 days:
Hi [Name], invoice [number] for [amount] is now 30 days overdue. I have attached a statement of the account. If payment is not received by [date], I will have to pause further work and hand the account over. I would much rather resolve it directly — please let me know how you would like to proceed.
What makes follow-ups work
- Be specific: invoice number, amount, due date. Never 'your outstanding account'.
- Include a way to pay in the message itself. Every extra step is another week.
- Contact the person who wanted the work, not only the accounts inbox.
- Keep it short. Long emails read as apologetic.
- Never apologise for asking. It is your money and the work is done.
- Write everything down, so the sequence of contact is on the record if it escalates.
Stop it happening next time
- Take a deposit from any client who has paid you late before.
- Invoice the same day the work is finished.
- Confirm who to invoice and who approves payment before you start.
- Automate the reminders so the chase is not dependent on your mood on a Friday.