How to chase late invoices without losing the customer
Late payments are one of the most common problems for small businesses. The good news is that most late invoices are paid once the customer is reminded, as long as the reminder is clear and polite.
This guide walks through how to set up your invoices so they get paid on time, a simple reminder routine you can follow, messages you can copy, and the mistakes that make chasing harder than it needs to be.
Set clear terms from the start
Put your payment terms on your quote and your invoice, such as payment within 14 or 30 days. Include how to pay and your bank details, so there is no reason for delay.
It helps to mention your terms when you agree the job too. A quick line such as "payment is due within 14 days of the invoice" means nobody is surprised later. If you take a deposit for larger jobs, say so at the quote stage.
Send invoices promptly
The sooner the invoice goes out, the sooner it gets paid. Send it on the day the job finishes if you can.
A good invoice includes:
Your business name and contact details.
The customer's name and the job address.
A clear description of the work and the total.
An invoice number and date.
The due date and how to pay.
Use a simple reminder routine
A friendly reminder a few days before the due date.
A polite message on the due date.
A firmer reminder a week after, with a copy of the invoice.
A phone call if it is still unpaid.
The key is to do this every time, not just when you remember. A consistent routine feels professional to customers and saves you from awkward conversations months later.
Reminder messages you can copy
Before the due date:
"Hi [name], just a quick reminder that invoice [number] for [job] is due on [date]. You can pay by bank transfer using the details on the invoice. Thanks very much."
On the due date:
"Hi [name], invoice [number] for [job] is due today. If you have already paid, thank you, please ignore this message. If not, the payment details are on the attached invoice."
A week after:
"Hi [name], invoice [number] for [job] is now a week overdue. I have attached a copy for you. Could you let me know when I can expect payment? Happy to talk if there is a problem."
Keep good records
Keep a simple list of every invoice, the date it was sent, the due date, each reminder and the date it was paid. A spreadsheet is fine. With a clear record you can see at a glance who owes what, spot customers who are regularly late and decide whether to ask for a deposit next time. It also helps if you ever need to take things further.
Keep the tone friendly
Most late payers have simply forgotten. A polite reminder keeps the relationship intact, so they come back to you next time.
If someone tells you they are struggling, it is often better to agree a payment plan than to push hard. A customer who feels treated fairly may still recommend you.
Common mistakes
Waiting until the end of the month to send invoices.
Leaving payment terms off the quote and invoice.
Sending one reminder and then giving up.
Letting frustration show in messages.
Not keeping a record of what you sent and when.
A worked example
Say you finish a job on a Monday. You send the invoice that afternoon with 14 day terms. A reminder goes out a few days before the due date, another on the day, and a firmer one a week later. If it is still unpaid, you pick up the phone. Each step takes a minute, and most invoices are settled well before the call is needed.
Know your rights
For business customers, you may be able to claim interest and compensation on late payments under UK late payment law. Check the details on GOV.UK before you rely on this. If an invoice remains unpaid after all your reminders, GOV.UK also explains the options for recovering money you are owed.
Frequently asked questions
When should I send my first reminder?
A friendly reminder a few days before the due date works well. It catches people who would otherwise forget.
Should I chase by email, text or phone?
Start with written reminders so you have a record, then call if the invoice is still unpaid after a week or so.
Can I charge interest on late payments?
For business customers, UK late payment law may allow it. Check the current rules on GOV.UK before you add anything to an invoice.
What if the customer disputes the work?
Talk to them directly, listen to the problem and try to resolve it before pressing for payment.
Automate it
Leaflet Media's invoice chasing sends invoices automatically, follows up with polite payment reminders and gives you a weekly summary of money in and out. See our invoice chasing page.
If you also want to win more of the work you quote for, see our quote follow up service, or book a free missed customer check. Call 07525 722 427 or email Brighton@leaflet-media.co.uk.
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