Confirm the invoice was received
Check it went to the correct customer, email address or accounts department before treating silence as refusal.
Send one clear overdue reminder
State the invoice number, due date, balance and an easy way to report an error. Save proof of sending.
Classify the response
- Invoice not received
- Administrative delay
- Payment promised
- Cash-flow difficulty
- Amount disputed
- Quality or scope disputed
- Wrong party or details
- No response
Record promises precisely
If payment is promised, record the amount, date and method. Confirm important phone promises in writing neutrally.
Consider an arrangement
Where commercially suitable, document instalments, due dates, payment method and what happens if a payment is missed.
Set an escalation review
At the review date, compare negotiation, mediation, collection, tribunal, small-claims, court or professional-advice options. Do not make escalation automatic.
Practical plan
| Stage | Purpose | Record to keep |
|---|---|---|
| Due date check | Confirm invoice and delivery details | Invoice and delivery status |
| First reminder | Confirm receipt and overdue balance | Sent message and delivery record |
| Response review | Identify dispute, delay or inability to pay | Reply and call note |
| Arrangement review | Confirm instalments or revised date | Written payment arrangement |
| Demand review | Decide if a stronger demand is appropriate | Evidence checklist and draft |
| Escalation review | Compare local options, cost and time | Decision note and deadline check |
Planning example only. This is not a fixed legal timetable.
Important limitation
A follow-up schedule is a planning tool, not a legal timetable. Formal deadlines and pre-action requirements vary by jurisdiction.
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Common questions