Chasing overdue invoices without damaging customer relationships

The customer who hasn't paid is, in 80% of cases, the customer you most want to keep. The chase has to recover the dollars without burning the future revenue.

Tone progression

A good follow-up sequence escalates tone, not aggression. A typical B2B cadence:

Day +3 (just after due): "Hi , just a quick reminder that invoice # fell due . Happy to extend if you need it — let me know."

Day +14: "Hi , invoice # is now 14 days past due. Could you confirm a payment date? We can also set up a payment plan if cash flow's tight at the moment."

Day +30: "Hi , the on invoice # is now significantly overdue. We need to settle this — options are: pay in full, agree to a plan, or let me know if there's a dispute. If we don't hear back by we'll need to escalate."

Day +45: formal demand letter or recovery handover.

Channel choice matters

  • Email: written record, asynchronous, low friction. Default for first three touches.
  • SMS: better open rates, good for nudges, ACCC frequency limits apply.
  • Phone: only when written has been ignored. One call > five.
  • Letter: formal demand stage only.

What not to do

  • "Final notice" on day +14. It's not. The credibility damage is permanent.
  • Generic dunning that sounds like spam. Customers can tell.
  • CC'ing the boss / accountant on the first chase. Burns goodwill.
  • Threatening action you won't actually take.

When to hand off to recovery

If day +45 hasn't shifted it, internal chase is no longer the right tool. A platform-based recovery service can run a different sequence (debtor portal, automated outreach, hardship pathway) without burning the relationship the way an aggressive agency would. See how it works.