A sensible reminder schedule
Many businesses send the friendly reminder a few days before or just after the due date, the second reminder one to two weeks later, and the final notice when the second gets no reply. Keep a copy of each letter and the date you sent it. If the customer replies with a question about the invoice, sort that out first; a reminder about a disputed invoice rarely helps.
- Friendly: around the due date
- Second: one to two weeks after the due date, with a pay-by date
- Final: after the second reminder goes unanswered
- Statement of account: attach one when several invoices are open
Keep the tone right
The friendly letter assumes an oversight and thanks the customer if they have already paid. The second letter states the facts and asks for payment within a set number of days. The final notice says that you may take further steps, but only those your contract and the law allow. Do not threaten anything you will not or cannot do, and keep the letter about the invoice, not the person.
What to include
The customer's accounts team needs to find the invoice quickly, so quote the invoice number, its date, the amount and the due date exactly as on the invoice. Put your bank details or payment link in the payment details box, and ask the customer to use the invoice number as the payment reference so the money can be matched.